Kingfisher Airlines has set up its account on Twitter. This account has been created for people to receive instant updates from Kingfisher Airlines and for Kingfisher to converse with its consumers in the form of ‘Flykingfisher tweets’. The service will provide information about urgent updates, special promotions and latest news at Kingfisher Airlines. The account which is already operational under the name 'flykingfisher' currently provides online users with news on new flight routes, suggestions to passengers on what to do in the event of baggage loss, besides the usual promotions and special offers. It will be a while before one starts to see any form of consumer response/feedback on its Twitter page, as that is something the company says will be active only in the second phase.
Explaining their motivation behind experimenting with this social media tool, Vikram Malhotra, vice president-marketing, Kingfisher Airlines Limited said, “We have opened this account mainly to get guest feedback. We want the Kingfisher brand to be connected to consumers in the virtual world in real time. This will be rolled out in two phases. In the first phase, we will use this as a broadcast mechanism to give updates, news etc. In the second phase, we will have actual consumer engagement to get real time feedback.”
Talking about the team that will manage conversations in the digital space he said, “We have a Guest Commitment team that manages customers’ feedback. They have a dedicated unit that will work on the Twitter account.”