KLM Airlines: When social media goes awry

by McLean Robbins on

Travel industry pros are encouraged time and time again to leverage the power of social media to connect with their client base. In fact, studies have proven that strategic use of social media chnnels via online channels can even mitigate negative feedback.

Unfortunately, the public and instantaneous nature of social media can also backfire, as it did recently in the case of Dutch airline KLM. In theory, the scrolling feed of a Twitter hashtag on their website was supposed to showcase a new viral promotion touting “how happiness spreads” and “little acts of kindness to suprise our passengers.” Not so much.

Tweeters using the hashtag #klmsuprise instead issued a series of damning tweets that ran live on the company’s website. Bitter Wallet has a screenshot of the feed, which was pulled from the site shortly after the negative feedback was discovered. It appears that Twitter may have yanked the feed as well – a search around 9 PM EST on Tuesday shows that “older Tweets are unavailable.”

What are your thoughts? Was it smart of the airline to remove the negative comments, or should they have tried to respond to the “haters” with a public statement via social channels? Could this Twitter Fail have even more negative reprecussions in the future for KLM?

[Image via Bitter Wallet]

Contest: Steven Slater and Toktumi want your crazy flight stories

by Tom Johansmeyer on


Who would have thought that Steven Slater could actually get another job? The disgraced former flight attendant has even picked up a gig in the travel industry, though he obviously isn’t pushing the beverage cart any more. Rather, the man who may have had close to two decades of flight attendant experience, depending on which of his claims you believe, has landed his first job as a spokesman.

Slater is the public face of Toktumi’s mobile communication app Line2. If you’re on a wifi-equipped plane, you can use Line2 to text while in flight. So, why Slater? Well, Toktumi’s latest contest involves in-flight insanity, so he as a natural fit. And, let’s be realistic – it’s not like he has much else to do. To enter the Mile High Text Club Contest, and see if you have a story that tops Slater’s, text your tale to 222-222-2222. Your contributions will appear on http://www.milehightextclub.com starting today. The deadline is December 3, 2010.

The winners will be decided by a panel of judges, one of which will be Slater. If you can win over the flight attendant who cracked under pressure, you may walk home with the grand prize: a weekend holiday shopping trip for two in New York City. Seven iPod Touch devices are available as second prizes, with 13 third-place winners receiving gift cards for six months of free Line2 service.

%Gallery-99568%”In order to spread the word that Line2 allows airline passengers to text from the sky, we hired one of the most famous guys in the airline business today, Steven Slater,” explains Peter Sisson, Founder and CEO of Toktumi. “After talking with Steven, I realized that despite his dramatic approach – which he regrets – he was making a statement about the need to return civility and common courtesy to flying.” It’s an interesting way to make that statement, I guess, given that Slater was far worse than the passengers he encounters. Sisson adds, “He’s a perfect judge for a contest concerning the current state of air travel.” He was a flight attendant for 20 years, and both his parents had long careers in the airline business.

Line2 has a laudable goal for the “Mile High Text Club” contest: the company wants to make in-flight texting the norm, to keep people from yelling into their phones … and ostensibly from creating another Steven Slater moment.

“Line2’s SMS texting is really useful while in flight,” Sisson says. “You can let people know about delays, make plans for the evening, or just pass the time texting with your friends and family while you fly.”

And, you can let them know when a grumpy flight attendant loses his mind, grabs two cold ones and pops the slide.

Stash Hotel Rewards loyalty program reaches 100 independent properties

by McLean Robbins on

Tired of the same old loyalty chains? After just six months in business, Stash Hotel Rewards, the loyalty program that draws together independent and boutique properties has reached 100 total properties in 74 cities.

Stash has or will soon have 17 hotels in the Bay Area, seven in Seattle, six in New York City, and four in metro Atlanta.

“100 hotels means more choices for discerning travelers who want to earn points but don’t want big-chain sameness,” said Stash chief executive, Jeff Low. “Increasingly, travelers will find great independent hotels offering Stash points almost anywhere they go.

The independent hotels that recently joined Stash range in size from a five-room inn tucked among the skyscrapers of Atlanta to Doral Arrowwood, offering 370 rooms and a private golf course – just 30 minutes from Manhattan. A number of the properties, such as The Cliff House at Pikes Place, Louisville’s Brown Hotel, and San Antonio’s Menger Hotel have been recognized nationally for their historic significance.

We’re excited to keep a further eye on this loyalty program as it continues to grow.

Traxo: all-in-one mileage, points and status tracker

by Scott Carmichael on

Last week, we took a look at ten ways to prevent your hard earned miles and points from expiring. From that article, we received a tip to check out another new online mileage tracker – Traxo.

Traxo describes itself as “an automatic, intelligent new system for organizing, managing and sharing all of your trip details”. What this means to us travelers, is that the site automatically monitors your miles and points on over 40 different sites. The system knows how to access almost every major airline, hotel chain, online travel agency, rental car company and credit card reward program – and once entered into their site, you’ll have a single point of reference for all your accounts.

Best of all, the site does more than just display your account balances – it also tracks your current membership status, informing you how far you are from the next tier. It also collects all your (upcoming) trips, and its social features can share (parts of) these trips with authorized friends and family members. Other handy features can alert you when miles or points are going to expire, giving you plenty of time to find a quick way to add some new activity.

Of course, as with all sites that “scrape” from your accounts, you need to be well aware that there may be risks involved, but the Traxo privacy policy seems quite adequate.

The site is easy to navigate and accounts can be added very quickly. Best of all, the service is free of charge. To take it for a spin, head on over to Traxo.com.

Colorado ski resorts prepare for ski season, introduce social networking to slopes

by Kraig Becker on

Skiers and snowboarders who have been eagerly waiting for the Colorado ski season to begin, had their patience rewarded last week when Keystone Resort opened to the public for the first time this year. They’ll soon be joined by Breckenridge, which fires up the lifts tomorrow, followed by Vail and Heavenly, who kick off the season on the 19th, with Beaver Creek finally joining in on the fun on the 24th of the month.

It may still be early November, but the snow has already been flying on the mountains, with several of the resorts receiving in excess of 7″-8″ of snow in the past few days alone. That means that skiers can already expect a good base of powder when the gates open over the next few weeks, and considering these resorts average 300+ inches of snow per year, you can bet that the season ahead will be a good one.

Fantastic lodges and beautiful powder aren’t the only thing these resorts have up their sleeves this year however. They’ve also managed to bring their lift tickets into the 21st century by incorporating an RFID chip right in the passes themselves. That technology opens up a host of new opportunities for visitors in what can only be described as an Epic Mix.

Epic Mix is a unique blend of outdoor fun, social networking, and technology that comes together in an online environment or on a mobile app for the iPhone and Android devices. As you spend the day going up and down the mountain, making great run after great run, the RFID chip is busy keeping track of how far you’ve skied, how many vertical feet you’ve dropped, and so on. It then allows you to share that information online at the Epic Mix website, as well as on Facebook and Twitter. You can even earn special Epic Mix achievements for completing certain goals or attending specific events. Those achievements can be shared with friends and family in the form of badges that can be prominently displayed on your Epic Mix or Facebook page. Examples of some of these achievements are the Snow Turkey, which is awarded for visiting a resort on Thanksgiving Day or the Three’s Company badge for skiing more than 3000 vertical feet in a single season.

As of this writing, the Epic Mix mobile apps are not available yet, but the website promises that they’ll arrive “by Christmas.” Android and iPhone users will find plenty to love in these applications, as they’ll not only allow you to access your Epic Mix account while on the go, they’ll also show you exactly where your friends are on the mountain at any given time, and allow you to message one another to set up when and where to meet. The apps will also give you real time weather and snow reports, traffic updates, and information on the conditions of your favorite run.

For more information on what Epic Mix can do, check out the video below and be prepared to have an even more social experience on the slopes in Colorado this season.

[Photo credit: Breckenridge Lodge]