Air Asia is the low-cost airline from Malaysia. As pioneer of low-cost travel in Asia, they are the world’s best low-cost airline. However, they use several social media, such as Twitter, Facebook, and Youtube. So, how social media helps Air Asia to be the world’s best low-cost airline?
Firstly, social media help them to response on customers’ complains. Mistakes or problems, such as delay and booking error are very often to happen in this industry, in which it will affect on customer’s satisfaction. However, to be the world’s best low-cost airline, responds to customer complaints is very important. One way to respond it is through social media. Thus, customers’ dissatisfaction can be appeased.
Secondly, social media helps them in increasing brand awareness. Social media are use by many people. For example, Facebook has 1.15 billion monthly active users, in which the world population is only 7 billion. However, by exposing the promotion and advertisement in social media, it helps Air Asia increase their brand awareness at cheap price.