MANILA, PHILIPPINES, SEPTEMBER 21, 2011: In keeping up with the market’s growing online presence, Airphil Express strengthens its customer-oriented policy of service by introducing a 24/7 dedicated support system through Facebook and Twitter. The round-the-clock facility puts the airline at par with foreign and local contemporaries who’ve turned to the web in attempts of reaching out to more customers.
When the airline’s online customer support launched last March, the service hours were from 9am to 5pm only. This was later extended to 10 pm on weekdays and then later included weekends. The move to lengthen the servicing period increased interactivity in both Airphil Express’ social media accounts, even during the early morning hours and especially during the rainy season. This prompted the management to provide an “any time, any day” real-time response to inquiries and updates less than six months after the initial service was launched.
Airphil Express’ Alfredo Herrera, SVP for Marketing and Sales Head shared, ““The goal was to engage the active, growing Filipino community in Facebook and Twitter by listening to our passengers first. This program helps us understand our passengers’ needs better and also guides the airline in improving our service for them.” This resulted to the “any time, any day” revamp of the Airphil Express’ online presence in order to respond to inquiries and to provide updates on the dot.
This response is in line with Airphil Express’ customer-oriented policy. “It doesn’t make sense for us to do any online marketing and advertising if we do not provide the most basic component, which is customer service,” said Herrera.
Airphil Express’ round-the-clock online presence will enable the management to address concerns and provide feedback not only for in-flight and ticketing services but also before- and after-sales in real-time.
Present and potential customers currently use Airphil Express’ Facebook and Twitter pages to inquire and receive assistance and information on ticket sales, promos and packages, flight schedules and advisories, and other services such as transferring of tickets, refunds, luggage limits, and online or double booking.
