Airports (Like Carriers) Use Twitter to Ease Travelers’ Concerns

Aug. 22, 2017

Before arriving at Phoenix Sky Harbor International Airport, Joe Carella, the assistant dean of executive education at the Eller College of Management at the University of Arizona’s Phoenix campus, checks the airport’s Facebook page.

The airport also has a Twitter handle, @PHXSkyHarbor, with more than 21,000 followers. That account toggles between passenger needs and promotion of airport services. Over Memorial Day weekend, it mollified one passenger who complained about rudeness, and that was followed by another who wanted to know if PlayStation 4s are allowed in airplane cabins. (They are.)

Read more: https://www.nytimes.com/2017/08/21/business/airports-like-carriers-use-twitter-to-ease-travelers-concerns.html