Travel Weekly Blog

Ok - Heathrow is some 24 hours in to Twitter, and already there's a strong interaction to flag up:

@seany85 said that Terminal 3 stinks:

@heathrowairport replied that the facilities team were on the case:

@seany85 responded with more details, and mentioned a job interview.

@heathrowairport promised to pass on his comments and wished him luck.

Which shows that:

• Heathrow is using search to monitor mentions (the first message wasn't an @)
• It is replying (sounds simple, doesn't always happen)
  
• It is replying with details of action - not just platitudes
  

It seems to have missed the difference between 'real' replies and just writing @[username] - meaning it's harder to track back on conversations.

That could be an issue with HootSuite, which appears to be the client Heathrow is using - I have no experience of it. Anyone?

Otherwise, an impressive start. The problem will be volume. As Heathrow - which has a claim to be the busiest airport in the world - starts to gain traction and its follower roster swells, it may find it hard to be this attentive to everyone...