The airport isn’t just the gateway to your holiday, it’s part of the experience. Airports are bustling hubs with thousands of passengers and endless customer requests, many of which are urgent or time-sensitive. With such high demand, how could we help three major UK airports address customer queries more efficiently while improving their overall brand reputation?

We took a deep dive into how UK airports manage customer enquiries on social media. By combining competitor benchmarking, stakeholder interviews, audience analysis, and tone of voice development, we pinpointed three areas to help AGS Airports stand out: reducing response times, proactively engaging with customers, and strengthening the brand reputation.

To bring this to life, we built a tailored social media management strategy. Fast responses were made the top priority, ensuring every customer query received a timely reply. We created a central knowledge base of FAQs to keep responses accurate and consistent. For more complex situations, dedicated crisis channels were set up, allowing the team to resolve issues swiftly in collaboration with airport operations.

We also created content that reflected each airport’s unique audience. We focused on sharing positive, relatable content that showcased the travel experience, from dining and shopping to relaxing lounges. When negative conversations arose, they were turned into opportunities to build trust and demonstrate care.

The results were undeniable. Response times dropped significantly, boosting overall customer satisfaction. Passengers valued timely, helpful replies that made them feel supported at every stage of their journey. By handling negative feedback constructively, we protected AGS Airports’ reputation and kept the tone positive across channels. The combination of proactive engagement and consistent messaging strengthened their social presence, improved engagement and nurtured long-term positive sentiment.