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Gatwick first UK airport recognised by Twitter for excellent customer service support

Gatwick first UK airport recognised by Twitter for excellent customer service support

Gatwick Airport’s efforts to keep passengers informed with up-to-the minute details during disruptive weather, flight delays and everyday airport activity has been recognised by Twitter. Gatwick is the first UK airport to be listed as a trusted news source with Twitter’s ‘blue tick’ of authority – a social media honour Twitter entitles to profiles to authenticate that a legitimate source is authoring Tweets.

Twitter has also included Gatwick in its Enhanced Profile Page roll out - a new profile design which helps brands better convey important messages to followers. Gatwick will be able to use this functionality to highlight key content in times of disruption by promoting a Tweet to the top of the airport’s timeline on the profile page, ensuring latest information and advice is easily accessible. This will enable Gatwick to alert passengers to key Tweet content at all times, such as flight scheduling and breaking travel news.

Lindsay Baldwin, Head of Airport Communications said: “We recognise the importance of providing accurate and timely communication – not only during times of disruption but also in responding to broader enquiries or passenger feedback. Twitter provides us with an immediate and effective communications platform to do just this and we thank them for their support of our efforts.”

Following the airport’s change of ownership in December 2009, every effort has been made to introduce a more human and personal experience for passengers as they travel through the airport. As a result, Gatwick is using online social tools as a way of talking and responding to customers as they pass through the airport .

The airport runs sophisticated 24/7 Twitter customer service support, which includes the #askgatwick campaign. This means that no matter what time of the day or night, if a passenger requires help then Gatwick can respond and, where appropriate, address it immediately.


Gatwick was the first airport to use mobile barcodes as public information points and the first European airport to have an Instagram feed. The airport’s Twitter verification is another example of how Gatwick is leading in social media firsts to deliver the best possible airport experience.