Social Media VIP Status by Bangkok Airways | Thailand | This morning from my hotel in Phuket, while packing, I tweeted …”04AM in the morning AWAKE packing. On my way to the airport to take my @bangkok_airways flight from #Phuket to #Krabi. GMorning #Thailand…”, as I normally do, to keep everyone up-to-date of my whereabouts and then headed off to Phuket International Airport. Innocently and unaware of the power of Social Media and the excellent CRM – Customer Relationship Management, that both airlines and hotels master in Asia. I was fully stunned by what happened next.
So I arrived to Phuket International Airport, and like any other customer queued to Check IN for my Bangkok Airways flight to Krabi. As soon as I identified myself, handing my passport to the agent, all started to seem very odd and I was not sure what was going on. I was very kindly asked to step away from the line, had an Express Check IN, was Upgraded to Premium Class, my bags were tagged as VIP, I was escorted directly to the Premium Lounge and, as if this was not enough, they made me skip the line to board, put me in a private car and drove me right to the door of the plane to be the first one to board the plane. The first thing I though was, this people got the wrong dude. But no, they knew exactly who I was, and what I was doing.
This is not the first time a situation like this happens to me in Asia. During my last visit to Hong Kong, I experienced similar to this, how hotels, like the Mandarin Oriental, would follow through social media, step by step of my stay, always surprising me by anticipating any needs. Same occurred during my stay in Chiang Mai, Chiang Rai, Phuket, Golden Triangle and Bangkok, where at each and every hotel I stayed, all members of the staff would know exactly my full name and last name, origin, preferences (mmmm not all of them ha ha ha), and background. Just impeccable customer service.
Social Media, a tool of which many talk about, but only a few worldwide know how to use, manage and master. Asia looks to be on top of the game, pioneering into this new trends, to deliver unique bespoke travel experiences. ME, being consider a savvy Tourism/Hospitality Niche Social Media Consultant, I am still amazed and surprised by the results and effects of these new trends. Congratulations Bangkok Airways, I will most certainly keep tweeting on my future flights.Carlos Melia Luxury Travel Curator – www.carlosmelia.com
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