GOL - Twitter Check-in

GOL - Twitter Check-in

Brazilian Airline GOL is now allowing passengers to check-in on Twitter via a direct message (video ). By following the @VoeGOLoficial account and tweeting the hashtag #GOLcheckin, customers receive a direct message which takes them through the check-in process, including ID validation. Customers then receive a QR code which lets them download an electronic mobile pass to their phones. The service is available for both domestic and international flights.

We have more than 500,000 followers on Twitter, and a wide interaction with customers through this channel, which has encouraged us to create the service on the platform. The company is always looking to innovate and bring intelligent solutions to customers. This new feature is another option for the customer to check-in how and where he wants,

explained Lilian Santos Faria, Digital Marketing Manager and E-commerce GOL.

Twitter has become a popular social media platform in Brazil, with 40.7 million users as of the last quarter of 2015.

While initial use of the #GOLcheckin hashtag has been moderate, it has been steady and the airline is actively promoting its use with customers, as well as engaging social media influencers to pass on the message about the service to their fans.

As social media’s utility grows beyond news sharing to customer service, airlines are finding ways to use these simpler, more familiar platforms to improve the travel process for their customers. Outside the Americas, Jet Airways was first to launch a Twitter check-in for its customers, while earlier this year KLM turned to Facebook Messenger to simplify its check-in process.