Kingfisher Airlines, based out of India is one of the world’s seven airlines to be ranked as a 5-star airline by Skytrax. They fly to 63 domestic destinations and 8 international destinations with an Airbus & ATR fleet. Headed by one of India’s most flamboyant tycoons Dr Vijay Mallya, Kingfisher has built a strong brand for itself in service and quality over the years. It wouldn’t be unfair to call Kingfisher the Virgin America of Indian skies.
Kingifsher just gained presence on twitter to add to their social media other than facebook.
I was talking to my friends over coffee and just sharing our experiences, so one of then told me how he had an amazing experience on Kingfisher when he was flying from Dubai – Cochin and Chennai – Dubai.
It was the first time he was flying with Kingfisher Airlines and being an avid tweeter, he decided to tweet on the kingfisher page before departure and instantly received a reply to enjoy their service.
When he arrived at Dubai Airport , and when his turn came to check in, the check in agent took a few moments to check her screen, consulted with the supervisor and gave him a free complimentary lounge access card. How cool is that??
Anyway I dint really get into details of what he did at the lounge, he continued when he was in the flight and when they started to serve the meals, the crew rolled up the cart first straight to where he was sitting in the middle of the plane and served him first. Getting VIP treatment in the economy class is quite commendable considering economy class is also know as cattle class in India.
My friends was stunned, as the cabin crew knew his name before hand and served him well and all the time came and made sure he was comfortable, which was a genuine way of serving customers well.
But these little personal touches always make a difference to a company’s reputation.
On his way back, he also mentioned how he almost missed his flight to Bengaluru and missed the bus to the plane and the kingfisher staff ferried him again to the plane in their car just in time. This is quite commendable considering airlines don’t really care if you miss your flight especially if your travelling economy class.
On his way back when he was eating his noodles, 2 of the kingfisher staff came upto him and said “Mr Gandhi we were looking for you”, and they once again made his day. After a few minutes, he was escorted to a lounge at Chennai Airport, and the staff told him that they will fetch him when it is time to board the flight. After 30 minutes, the sir hostess was back and escorted him to the door of the plane, where he did not have to wait in the line for the security check in and the crew accompanied him in the bus to the plane. I am sure he must have managed to grab quite a few envious looks by then and his mind was flying before the plane ;)
When the flight landed, at the door of the plane , he met with another gorgeous Kingfisher staffer who walked him through immigration and security , once again without standing in the queues and introduced him everywhere at a guest and placed him in the premium lounge at the international terminal, where all his food and drinks were on the house. How cool is that!! Who doesn’t like free food and drinks??l
And finally he left for his house and it was the end of hos Awesome Kingfisher Tale, which frankly speaking made me quite jealous.
Below i have posted kingfishers twitter link if anyone wants to follow:
My question is do Kingfisher offer the same red carpet treatment to everyone who tweets?? Perhaps not but then again they have won a loyal customer who through word of mouth might win them more customers.
How important is it to offer value, engagement and surprises to customers even through something like a single tweet or facebook post?? Can this caring to listen and daring to surprise through social media make a huge difference? Lemme know wat u guys think??
To sign off, brands engaging in social media take off to a new level when they are able to consistently and creatively offer value, engagement and delightful surprises to their audience. It all starts from caring to listen and daring to surprise.