iberia airlines

Iberia Airlines: nine key elements of local customer service and experience

The Spanish airline Iberia achieved the fastest social media response time of any European airline in 2013: 28 seconds.

Although this may seem like a vanity metric, the result was a complete end-to-end resolution to a query on Twitter.

This is indicative of Iberia’s position as one of the most social companies in the airline industry. Using a ‘human-to-human’ approach, Iberia manages a community of 1.7m followers with more than 1,000 daily interactions.

Speaking yesterday at Our Social Times’ Social Customer Service Summit 2014 was Sara Losa, Iberia’s international marketing manager.