Adventures with robo-tweeting: Either the response tweets I received from @AmericanAir were automated, or the voice behind the handle has been lobotomized.
The airline's rebrand promises a more tech-savvy, customer-centric experience.
Overall customer satisfaction with airlines and restaurants improve, while hotels remain stable according to a new report.
Air New Zealand's click rates soar with help from interactive, dynamic online ads.
What's in our mailbox this month: Airline emails from Aer Lingus, Alitalia, JetBlue, and United Airlines. Let's fly away.
Weather may be weather, but customer service is also customer service—and the two shouldn't be mutually exclusive in the airline industry.
Email marketing helps Virgin America's customer satisfaction soar.
Emirates Airlines this week takes off with a tablet-based customer knowledge program aimed at making its service truly first class.
Southwest Airlines exemplifies superb damage control by acknowledging duplicate bookings and addressing consumers directly via social media.
A visit to Delta.com is well worth the trip.
British Airways has appointed OgilvyOne as the lead agency to handle its global digital account.
JetBlue Airways redesigned its website and mobile site, and has also launched an iPhone application, all with the intent of personalizing and simplifying the customer experience, the airline said on Feb. 6.
Forgive me readers, for I have sinned: it's been a long time since my last confession. Actually, this one is rather difficult to get out. A bit embarrassing and — to be honest — I can't really believe I'm saying it out loud. Don't judge me. I think I like my airline. Stop looking at me like that. It's true, and I don't care who knows it.
Marriott International and JetBlue Airways launched a joint loyalty program initiative on May 2 that will allow JetBlue TrueBlue members to earn points for staying at any Marriott hotel.
Virgin America created a series of videos that consumers can vote for and comment on via online social video forum Squabbler as part of its integrated "Breath of Fresh Airline" campaign. Each viewer who interacts with a video has a chance to win a plane ticket.
Online travel agency Expedia said in late March that its relaunched rewards program was a game changer for travel consumers because it allowed them to earn points on hotels, flights, packages and activities regardless of which hotel or airline they used.
This is the chart I encountered when trying to figure out how to use existing miles to upgrade to business class on United for a flight to Hawaii this summer. It's a long flight from the East Coast, and we have a lot of miles saved up.
American Airlines and British Airways began promoting the "Miles Millionaire" loyalty contest on Facebook, Twitter and YouTube on April 12 to acquire new program members. The contest, developed by OgilvyOne, is targeting existing American Airlines AAdvantage and British Airways Executive Club members, as well as prospective members.
Virgin America airline launched a corporate rewards program for small- and medium-sized businesses on March 15. The program, Elevate Inc., is designed to reward companies that spend a minimum of $20,000 per year on travel with the airline.
Spanish airline Spanair surprised nearly 200 passengers on one of its flights from Barcelona to the Canary Islands as part of its "Unexpected Luggage" campaign, developed by Shackleton.
Reid Ichiki, senior manager of Internet marketing at Hawaiian Airlines, says his company uses both Google and the Alliance for search marketing, but spends more with Google.
Southwest Airlines revealed updates to its loyalty program, Rapid Rewards, on January 6, including removing blackout dates and seat restrictions for reward redemptions.
Rising oil prices followed by a brutal recession that saw a plunge in both business and leisure travel threatened the airline industry as a whole over the last few years.
Important Indian holidays fall in October and November, so Lufthansa introduced a campaign to celebrate Indian food.
American Airlines launched a redesigned version of its AA.com website on November 15, drawing on input from users and internal research.
Chris Rossi talks about Virgin America's latest national campaign
I took a cross-country flight this week that had me in and out of San Francisco in 24 hours. The kind of trip that can make any consumer cranky.
JetBlue has named Mullen its creative and media agency of record. The relationship begins five months after the airline parted ways with WPP sister agencies JWT and MediaCom, which handled creative and media duties, respectively.
United Airlines and Continental Airlines promised customers "the industry's leading frequent flyer program, offering vast opportunities for customers to earn and redeem miles" when announcing their May 3 merger.
Some travel brands are expanding their retail and e-commerce partnerships to sell consumers perks and products, and creating additional revenue in the process.
Company of the week
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Retailers' Thanksgiving Day sales pitches came in heavy via email.
Key passages from the mailing industry's anti-exigency appeal to the Postal Regulatory Commission.
The fast casual restaurant chain relies on digital to drive in-store traffic and sales for its seasonal menu.