With most people consuming information on almost everything online nowadays, social media channels have become the de facto digital windows into the world of brands, in particular, Changi Airport.
From announcements about new shops and destinations to exciting events at the airport, Changi Airport’s social media team is always at the forefront, providing fans with the latest updates through its three key channels – Facebook, Instagram and Twitter.
The team is responsible for sourcing the most exciting content to engage its fans daily, but that’s just one part of the job. They are also actively monitoring the social feeds to engage in conversations, offering help to travellers in need and also preparing for the worst case scenario – if there was ever a need to manage a crisis.
“We have colleagues from the social and customer service teams monitoring the social media channels round-the-clock to ensure that we respond to travellers in a timely manner and that we don’t let the Changi service levels slip,” said Melvin Leong, Senior Manager at CAG’s Corporate and Marketing Communications division. “You can never quite switch off because the airport doesn’t sleep. And this commitment comes with the job of working in the world’s best airport where people have higher expectations.”
Collaboration across the board
While the social media team collaborates with various divisions within the company to highlight events and promotions, inspire travel and also showcase the Changi Experience, they also work closely with airport tenants and airlines to present unique perspectives and memorable experiences through Changi’s social channels.
“Apart from being the first to know about upcoming promotions in the airport, I must admit membership in our social media team does come with privileges,” Melvin revealed.
One example was when the air hub cluster informed the social media team of the arrival of a KLM plane with a unique orange and blue livery to commemorate the Dutch King’s birthday. With advance information, Melvin’s team was able to prepare and film the plane’s landing at Changi Airport. That would have made any plane geek or ardent plane spotter turn green with jealousy.