Airlines have been among the most progressive of industries when it comes to embracing social media, mainly because that's the biggest venue for passengers to gripe about them. Lot more needs to be done beyond informational and reactive ways of working in social.
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Research conducted by airline consultancy SimpliFlying with 29 of the most social-savvy airlines around the world shows insights into how airlines dedicate resources to social media – in terms of budgets and staffing, challenges faced, ROI and finally a projection of budgets in the near future.
Some key findings:
– Over 75% of airlines invest more than 90 man-hours per month on social media
– About 85% of the airlines adopt a cross-functional model, with customer service emerging as the most common cross-functional role.
– The budgets for social media span a very wide range from a few thousand dollars to more than a million dollars.
Also see related: How are airports using social media