Social Media In Your New & Improved Phoenix Sky Harbor

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1 Social Media In Your New & Improved Phoenix Sky Harbor AZ Chapter of HSMAI September 19, 2013

2 It always begins & ends with: skyharbor.com

3 Began Facebook page in October 2010 More than 27,000 people Like us Post Airport updates directing fans back to skyharbor.com Address customer service issues via Facebook page

4 Facebook

5 Facebook: BA Plane Under Taxiway

6 Facebook

7 How much did the city of Phoenix pay for PHX Sky Harbor in 1935? Do You Know?

8 $100,000

9 Phoenix Sky Harbor Airport Update PHX: Then and Now HSMAI Arizona Chapter September 19, 2013 Pointe Hilton Squaw Peak Resort

10

11

12 Today: A View from Above

13 PHX Sky Train Top 10 in U.S. $90M Impact 600 cargo tons 1,200 flights

14 103 Nonstop Destinations Served Anchorage Edmonton Honolulu Kona Vancouver Portland Seattle Spokane Calgary Saskatoon Regina Winnipeg Montrėal Minneapolis/ Boise Manchester St. Paul Toronto Buffalo Boston Milwaukee Detroit Sacramento Des Moines Cleveland Providence New York-JFK San Francisco Reno Salt Lake City Pittsburgh Columbus Newark San Jose Omaha Chicago-ORD/MDW Philadelphia Oakland Grand Junction Baltimore Monterey Fresno Denver Kansas City Indianapolis Cincinnati Las Vegas Washington IAD/DCA San Luis Obispo St. Louis Louisville Santa Barbara Bakersfield Page Durango Burbank Raleigh/Durham Los Angeles Ontario Flagstaff Tulsa Memphis Charlotte Long Beach Nashville Maui Orange County Palm Springs Oklahoma City San Diego Albuquerque Lihue Yuma Show Low Little Rock Tucson Birmingham Atlanta Dallas/Ft. Worth El Paso Hermosillo Austin Guaymas New Orleans Orlando Houston-IAH/HOU Tampa San Antonio Ft. Lauderdale Miami London-LHR Los Cabos Mazatlan Guadalajara Puerto Vallarta Manzanillo Mexico City Cancun 82 Domestic 21 International Ixtapa/Zihuatanejo Acapulco Year Round Seasonal San Jose, CR Source: OAG, April 2011

15 Airlines with Nonstop International Flights San Juan, CR Aeromexico Air Canada British Airways US Airways Volaris WestJet

16 Phoenix Sky Harbor Airport Update PHX Sky Train AZ Society of Association Executives August 1, 2013 Double Tree Resort

17

18 44 th Street Station

19 44 th Street Station 24/7 Security Early Bag Check-In Cell Phone Lot Local Art Pet Park Metro Tickets Boarding Passes

20 Twitter Compliments: Early Bag Check

21 Twitter Compliments: Early Bag Check

22 East Economy Station

23 East Economy Parking Early Bag Check-In Family Friendly Parking Pet Park Shuttle Boarding Passes

24 4,000 PV Panels Equivalent to Meet the Power Needs of 185 Homes 57%-62% Energy Offset East Economy Station

25 Operational Characteristics Travel time: 5 minutes Frequency: 3-4 minutes Passenger capacity: 2-, 3- or even 4-car trains

26 Amenities 53 PAX Capacity 8 Seats Audio Announcements Wheelchair Area Air-Conditioning

27 PHX Sky Train Taxiway Crossing

28 Navigators are here to help

29 Do You Know? PHX Sky Train How many Navigators does Sky Harbor have on staff?

30 400

31 New Food and Beverage at Terminal 4 42 New Food/Beverage Concessions Street Pricing New Opportunities for Local Businesses Strong local presence

32 Facebook

33 Facebook

34 Facebook Promoting Airport Restaurants

35 Phoenix Airport Museum

36 Facebook Airport Art

37

38 Pet Parks

39 Do You Know? How much of an economic impact did PHX generate in 2011?

40 $28.7 Billion

41 Lose your car? Need a jump? Misplace your keys?

42 Credit Card Express

43 Facebook Questions & Answers

44 Facebook Customer Service Issues

45 Facebook

46 Started tweeting occasionally in November/December 2008 Regular tweets began in February 2009 More than 10,000 followers Post Airport updates directing fans back to skyharbor.com Address customer service issues

47 Twitter

48 Twitter - Compliments

49 Twitter - Compliments

50 How many PAX flew through PHX in 2012?

51 million Passenger Trends and Forecast Phoenix Sky Harbor International Airport Historic Current Projected Year 2001 Year Million Annual Passsengers (MAP)

52 Customer Service through Twitter

53 Twitter Communication During Incidents Impacting Travelers

54 Google + Nearly 400 followers have us in their circles

55 Pinterest

56 Instagram

57 LISTSERV

58 YouTube

59 Traditional News Media Follow Our Social Media Channels

60 Websites Also Follow Our Social Media

61 Foursquare

62 Monitor and Update Other Websites & Apps

63 Questions?

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