There is no place like Tampa International Airport where it is always personal. In 2015 social media post, the airport highlighted an airport operations manager’s dedication to helping a boy who had lost his toy tiger. During his tour of the airport campus, the operations manager photographed the tiger by the air traffic control tower, on a luggage cart, along with airport firefighters, and at other locations. After putting together a storyline for the photos, he turned them into a book and gave them to the family along with the tiger when they returned. As a result of the story going viral, the airport’s commitment to customer service became more evident in the public’s eyes.
It was important to convey the spirit of this gesture and the airport’s commitment to personalized customer service.
To meet the wants and needs of the target audience, the airport used social media to promote the story and keep it personal. A handful of photos were shared on Facebook and Twitter, pointing back to the story on their website. They continued to keep the story personal as interest grew.
Through social media, the airport also highlighted other customer service achievements.

The airport handled its digital media followers by allowing airport staff and the boy’s family to do all the talking. The airport just facilitated the conversations. This helped to keep the story simple and personal, which resonated with the audience.
The airport could have gone even further and offered a feature where customers could report lost items and track their return. This would have made the experience more efficient for the customer, as they would not have to wait until they returned to the airport to retrieve their lost item.

Tampa International Airport still effectively drives economic growth in the Tampa Bay region and creates global access and extraordinary customer experiences through its facilities and people while balancing their development and operation’s social and environmental aspects. Their vision is to be a vibrant aviation gateway for Tampa Bay, providing economic opportunity to stakeholders and becoming America’s favorite airport. The airport doesn’t have an app but certainly has a fabulous presence on social media channels focusing on people, culture, and community, driving innovation and customer excellence.