Virgin Media hopes influencers tweet about their customer experience

Posted by Colin Shaw on August 2, 2010

0 comments | 858 reads

Virgin America is utilising its in-flight Wi-Fi to help boost its reputation within the social media scene.

Recognising the growing influence of individuals with large social media followings, Virgin America has offered some of them free flights. Yes, you read that right, Virgin America have offered free flights to some of the celebrities of the social media scene. Although the individuals aren’t required to tweet, blog or vlog about their Virgin America experience, it is a no-brainer that they will. 120 codes were redeemed by the weblebrities and they took full advantage of the free in-flight Wi-Fi to tell their followers about the seemingly great customer experience. There’s a great quote from Virgin America’s social media manager Jill Fletcher from the Fast Company article on the stunt:

“How does Virgin America think about social media in the big picture?

The way we see it, the social media aspect around the brand is going to happen whether Virgin America has a voice in it or not, and we definitely want to be an active part of the conversation

It really makes sense for us and who we are as an airline. We are the first airline to have fleetwide Wi-Fi. Once we were online in-flight, we actually started seeing real-time customer service on the plane. People were tweeting and it really grew exponentially in a really short time.”

Colin Shaw

Colin Shaw is founder & CEO of Beyond Philosophy, one of world's first organizations devoted to customer experience. Colin is a best-selling international author of four best-selling books. Beyond Philosophy has a proven track record in helping organizations improve their Customer Experience through providing consulting, specialised research & training services from Atlanta, Georgia and London, England.

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