Virgin America Tells Rick Schwartz, Jamie and Other Domainers Why They Are Wrong

Claims that a Twitter or Facebook call-to-action on a commercial is MUCH more valuable then sending traffic to your own URL. More from ADAGE

Virgin America on Why Twitter, Facebook Are More Important Than TV

Carrier's Top Marketer Porter Gale: 'Other Airlines Should Recognize That Social Media Is Not Going Away'

by Michael Bush
Published: February 09, 2011

NEW YORK (AdAge.com) -- While discussing the rewards that Twitter and Facebook have delivered to 4-year-old Virgin America, Porter Gale, the airline's top marketer, took to its Twitter stream to validate her point. "Further proof that Virgin America is incredible, it just sent me a $200 credit because my flight was delayed," one excited traveler had just posted. "There's a perfect example of using Twitter as a guest-service/customer retention tool," Ms. Gale said. "Did we have to send him a $200 credit after seeing his original tweet about being delayed? Probably not, but this person is now going to be more loyal to us."

Porter Gale

While JetBlue and Southwest have both blazed trails in the social-media landscape, no airline has embraced technology faster and with as much enthusiasm as Virgin, whose high-tech entertainment units, WiFi and onboard servers made them darlings of the tech set. The airline responds to in-flight tweets, re-books customers who post about missing flights and provides updates on flight schedules via text, email, Facebook and Twitter. CLICK to continue

Virgin America Tells Rick Schwartz, Jamie and Other Domainers Why They Are Wrong