Edinburgh Airport

Hero Edi Case Study

Record response-times for record-breaking passenger numbers

From a 3-month community management contract in 2015 to a multifaceted partnership 3 years later, Edinburgh Airport is one of our most exciting clients. As the busiest airport in Scotland, handling over 12.3 million passengers every year, they have a huge demand on their social channels for customer service.

With flights to catch, connections to make and security to clear there is an expectation that customer queries are handled in extremely tight time frames. By applying a new tone of voice and quickly responding to passenger needs with care and dedication, we have turned passengers into fans, increasing customer satisfaction and brand loyalty.

• Over 20,000 inquiries a year
• Average response time of 1 minute 14 seconds
• A team of community managers online 7 days a week

"The team at Sunshine are great to work with and have rapidly become an integral part of our external digital communications strategy and team. Reliable, flexible and intuitive, Jenny and her team understand the positive tone and message with all passengers – and potential future passengers – that Edinburgh Airport is committed to reaching out to."

Erik Geddes Communications Manager


Going beyond simple replies by utilising a thorough understanding of their processes, our team are here to provide information alongside engaging content. From flight information and security processes to whether you can take haggis with you, we've had it all!

Edinburgh Airport Crisis Management

Crisis Management

From power-cuts and delays to national weather warnings, we've handled it all! Working closely with our client contacts, we ensure all online communications reflect what's going on in real-time. There's no jet-lag with our responses – even when we're snowed under!

Turn negatives into positives with dedicated community management


A regular video partner for Edinburgh Airport, we have produced multiple brand videos for external and internal use. Their team truly are at the heart of their business, and we are proud to help them showcase their brilliant values.