Social media on the Web allow companies like Fraport AG (the owner and manager of Frankfurt Airport) to be in close contact with customers and business partners in a quick and uncomplicated way, thus providing up-to-date information and improving the airport experience. Fraport – with a strong presence on the Twitter and Facebook platforms – is intensively using these new ways of communicating and is receiving positive feedback from fans and followers regarding the content, entertainment value and service level of its news services on the Web.
Fraport’s profile on Twitter is located at “Airport_FRA.” Running since June of this year, the Fraport Twitter service has already reached more than 500 followers who are subscribing to the Group’s news service. According to a recent study by Lingner Consulting New Media, Fraport – with almost 600 so-called “tweets” per month – ranks first for its news frequency among the 50 companies listed on the German MDAX stock index. Fraport’s Twitter service covers a wide range of issues, including travel information, traffic reports, shopping and dining offers in the terminals, and general news and information about Frankfurt Airport, as well as news about the Fraport Group.
In particular, passengers who are communicating regularly via Twitter appreciate Fraport’s strong presence on this social network. When at the airport, passengers are pleased to receive quick and direct answers to their “tweets” from the Fraport Communication Center: “Hello and welcome to Frankfurt Airport”. Usually this is followed by a short chat with one of the Communication Center agents who have expertise in a total of 18 different languages. “Most people who contact us via Twitter appreciate chatting on the Internet while they wait for their flight, receiving suggestions about where to spend time at the airport, or getting useful answers to their questions,” explains Steffen Seipp, the manager of the Fraport Communication Center at Frankfurt Airport. “This adds a personal touch to the sometimes anonymous atmosphere of the airport operation and enormously enhances the airport’s attractiveness for individual passengers. Via Twitter we can also offer passengers immediate help and we learn how to improve continuously our overall service quality,” says Seipp. Frankfurt Airport’s Twitter team is based at the Fraport Communication Center for good reason. This 24-hours facility also answers more than one million telephone calls per year. Communication Center agents know better than any other staff the numerous details of the airport and understand the specific needs of diverse passengers. Thus, they know what they are “twittering” about.
Fraport AG’s official Facebook sites are “Frankfurt Airport” and “Fraport Jobs & Career.” Similar to the Twitter profile, the “Frankfurt Airport” site on Facebook already has about 700 fans interested in information about the fascinating and exciting airport world. Facebook users are provided with current photos and stories of Frankfurt Airport, as well as news about events, shopping offers and services. On the “Fraport Jobs&Career” site, fans can exchange information about the Group’s various activities and job opportunities. Dialogue on this site already involved some 1,000 users.
Fraport AG’s profiles on the social Web can be found at:
Print-quality photos of Frankfurt Airport and Fraport AG are available free for downloading via the Internet at http://www.fraport.com (Menu: select Press Center > then Photo Service). For TV news and information broadcasting purposes only, we also offer free footage material for downloading via http://fraport.cms-gomex.com.