Case Study: Detroit Metro Airport achieves 24/7 monitoring and faster issue resolution with Meltwater

Detroit Metro Airport - Customer Case Study

Detroit Metro Airport (DTW), one of North America’s busiest airports handling over 34 million passengers in 2016, relied on a three-person customer service team to monitor news and social conversations but struggled to provide true 24/7 coverage. Weekends and holidays left the team reactive rather than proactive, and coordinating timely responses across airport partners with limited staff was a major challenge.

By deploying Meltwater’s real-time alerts, news distribution, and mobile notifications, DTW now monitors traditional and social media around the clock, publishes timely press releases, and flags partner issues for faster resolution. The result is quicker issue response, improved goodwill and cooperation across airport personnel, and the ability for the small team to operate as efficiently as larger operations while enjoying reliable off-hours coverage.

Detroit Metro Airport

Fran Wood

Customer Service Director