TransportAirports

How one small Ohio airport created a massive social media following

Skift Take

Akron-Canton Airport’s small size works in their favor in creating personal relationships that translate to online followers. It also consistently creates content to share on the web and gifts flyers with free giveaways.

— Samantha Shankman

For 28 years, the late Fred Krum developed the vision for Akron-Canton Airport (CAK), a vision that changed the relationship between the airport and its customers. It involved low fares and complimentary Wi-Fi and massage chairs for passengers. It called for $250 million to modernize airport facilities. The vision was to create “a better way to go” for airline passengers.

First-time visitors may be surprised at the effort a regional airport would put into delighting its customers — for example, furnishing new guests with gift bags upon arrival, filled with handy items such as ChapStick, Purell and a personal note from McQueen — or offering complimentary Cinnabon coupons on customer appreciation days and free shirts on “T-shirt Tuesdays.”

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