One of the great aspects about social media is that it allows consumers to bitch and moan publicly, and depending on the number of your Twitter followers, promptly get a response. We’ve written aboutairlines with social media savvyat 35,000 feet, taking a close look atSouthwest Airlines,JetBlue,Virgin America,KLM, andDelta. But if you were one of the unlucky airline passengers stranded due to Hurricane Irene, be thankful you weren’t flying on AirTran and United, who ignored customer queries on Twitter.
Be eternally grateful you weren’t traveling on American Airlines, who not only didn’t respond to any customer queries on Twitter but was slowest in answering customer calls, making customers wait on hold for an average of 1 hour 32 minutes and 39 seconds, according to aSTELLAServicesurvey released today. The study, which was conducted on Friday, August 26th, shed light on how the country’s nine largest airlines performed on Twitter under the stresses and high inquiry volume caused by Hurricane Irene. Although, N.B., for the Twitter data, only 12 tweets were directed to each airline between 12am ET to 12pm ET on that day.
The winner?Delta responded to 100% of customer tweets, clocking an average response time of 14 minutes. JetBlue also shined on Twitter, responding to 83.3% of tweets in an average of 11 minutes. Check out the list below for full details of the 9 airlines.
Average Twitter response times of 9 largest airlines during Hurricane Irene (hours:minutes)
Calling all Scaleup founders! Join the Soonicorn Summit on November 28 in Amsterdam.
Meet with the leaders of Picnic, Miro, Carbon Equity and more during this exclusive event dedicated to Scaleup Founders!
While Virgin America isn’t one of the nation’s 10 largest airlines, it’s undoubtedly one of the nation’s 10 favorite. We recently interviewed the rock star social media managers behind the Virgin America Twitter Account, Jill Okawa Fletcher and Nick Schwartz. Check out our interview with them, and 18 other social media managershere.
Featured image source:stoupa/Shutterstock
Story byCourtney Boyd Myers
Courtney Boyd Myers is the founder of audience.io, a transatlantic company designed to help New York and London based technology startups gr(show all)Courtney Boyd Myers is the founder ofaudience.io, a transatlantic company designed to help New York and London based technology startups grow internationally.
Previously, she was the Features Editor and East Coast Editor of TNW covering New York City startups and digital innovation. She loves magnets + reading on a Kindle.
You can follow her onFacebook,Twitter @CBMandGoogle +.
Get the TNW newsletter
Get the most important tech news in your inbox each week.
