Easyjet takes the lead in social
In the prolonged battle of budget airlines, Easyjet takes a clear lead over its rival Ryanair after winning on service, marketing, messaging and social media. Easyjet runs a successful Facebook Page and Twitter profile where dissatisfied customers are given flight vouchers and often find their issues resolved quickly (operating between 8am – 8pm GMT). Using both profiles the company communicates with a community of 325,000 people.
Ryanair is notable for its late adoption to social media and has recently started using Twitter to stem the tide of negative comments relating to bad customer experiences. The company doesn’t currently have a presence on Facebook and has let multiple home-made complaints pages take its place as customers vent off about bad experiences using the airline. None of the complaints on these pages have been responded to by the company.
In a poll on the Guardian’s website, the result of this mismanaged customer relations has become plain to see.