Brussels Airlines offers 24/7 social media service

Going the extra smile, that’s what all 3500 Brussels Airlines employees aim at every day – also on social media. More than ever, the Belgian airline wants to offer the most personal service to its customers and therefor extends its customer service via social media to a full-fledged 24/7 service, promising a reply within 30 minutes in French, Dutch and English.

In 2014, Brussels Airlines launched a new commercial strategy that puts a much stronger emphasis on the customer again. To that extent, the airline launched a program to further improve its customer service, including its service via Facebook and Twitter. Today customers can reach out to the airline at every moment of the day (and night) and expect a reply within maximum half an hour. This way the company wants to ensure their travelers get immediate assistance when they need it the most, and that is when they are on the go. With the 24/7 social media service, the airline wants to be available throughout the entire customer journey – from the moment they are looking to book a flight, until arrival at their final destination.

On average, Brussels Airlines has 500 conversations with its guests every day on Facebook and Twitter. The airline wants to further develop its service offer on social media and expects that the channel will continue to grow as a servicing channel, anticipating that the number of interactions will soar throughout 2017. Therefor Brussels Airlines is currently hiring additional Social Media Happiness Agents to go the extra smile for their guests, whether they need additional baggage for their flight, have a question about their boarding gate or simply want to share their flight experience.

From 2017 onwards, customers will even be able to pay for an upgrade or for flight changes within their social media conversation with the airline.

 

“We have been providing social media service since 2010, but we saw an increasing need to service our guests around the clock. We don’t only see social media as an important customer service channel, it also provides us with priceless feedback about our products and services, as customers tell us every day how they liked or disliked their experiences with us. This helps us pinpoint where we need to improve the travel experience of our guests even more.”  

-- Claudia Tluk, Social Media Manager Brussels Airlines

 

“It’s all about providing the best and most personal service possible, and this 24h a day. We want to be reachable wherever and whenever our guests are looking for assistance, next to the more traditional channels, like our service centre, airport offices or travel agencies. But we don’t stop here of course. We are looking at other channels to improve the communication with our guests and we are working on the release of a mobile app.”

-- Anne Tricot, VP Customer Experience Brussels Airlines

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About Brussels Airlines

Brussels Airlines is the home carrier of Belgium and one of the four network airlines of the Lufthansa Group. It connects the European capital from Brussels Airport with over 85 destinations, 17 of which are in Sub Saharan Africa. The company employs more than 3,300 people and operates 43 aircraft.

Brussels Airlines aims to emit 50% less CO2 by 2030 compared to 2019 and plans to be carbon neutral by 2050. The airline is participating in the Stargate Project led by Brussels Airport and is therefore part of the testing ground for sustainable aviation at its home base. In addition, the airline signed the Circular Economy agreement of the Antwerp Management School in 2021. The airline was the first to transport Sustainable Aviation Fuel (SAF) through the CEPS-pipeline connecting Brussels Airport early 2023. By end 2024, Brussels Airlines will have welcomed five state-of-the-art Airbus A320neo allowing the airline to significantly lower its CO2- and noise-emissions on its medium-haul network.

As an ambassador of its country, Brussels Airlines brings the world to Belgium and the best of Belgium to the world, among others through collaborations with Belgian Star Chefs, Belgian culinary products and the Belgian Icons, specially painted aircraft that honour a Belgian iconic person, team or event to promote Belgian culture worldwide.

More information on brusselsairlines.com 


About Star Alliance

The Star Alliance network was established in 1997 as the first truly global airline alliance, based on a customer value proposition of global reach, worldwide recognition and seamless service. Since inception, it has offered the largest and most comprehensive airline network, with a focus on improving customer experience across the Alliance journey.

Overall, the Star Alliance network currently offers more than 10,000 daily flights to almost 1,200 airports in 184 countries.

More information on staralliance.com

Contact

b.house Zone General Aviation - Airport Building 26 1831 Diegem

+32 2 723 89 90

press@brusselsairlines.com

www.brusselsairlines.com