This post contains references to products from one or more of our advertisers. We may receive compensation when you click on links to those products. For an explanation of our Advertising Policy, visit this page.

A social media benchmark company called Unmetric, which monitors the daily activity of over 6,000 big brands on social media released an infographic yesterday with the relative Twitter reply times of the major airlines and it turns out that American Airlines is the fastest to respond to Tweets, with an average reply time (ART) of 13 minutes and 10 seconds.

You can see the rest of the ART’s in this chart:

Twitter Infographic

But to break it down for you, American Airlines’ Twitter handle @AmericanAir responds to over 80% of tweets in less than 15 minutes. By comparison, most other airlines look like laggards, with some, like British Airways, taking hours and hours to respond to tweets.  From best to worst, here are the ART’s of the airlines surveyed.

@AmericanAir: 13:10 minutes

@DeltaAssist: 20:02 minutes

@JetBlue: 22:39 minutes

@SouthwestAir: 46:58 minutes

@VirginAmerica: 01:14:09 hours

@United: 01:17:57 hours

@USAirways: 01:27:15 hours

@KLM: 01:43:46 hours

@Delta: 07:41:08 hours *Just note, this probably trips some people up since the airline has a dedicated assistance Twitter handle that responds faster.

@British_Airways: 08:07:31 hours

As someone who’s Tweeted pretty much every airline, this isn’t terribly surprising to me, though British Airways’ lag time is downright shameful, and United and US Airways look like they need to get their acts together as well.

Keep in mind, that this isn’t just about customer service, complaint or question tweets, but all tweets, so it looks like American Airlines has really upped its social media interaction with flyers and takes the time to respond to almost every tweet that comes in.

Social media has become crucial to how many companies, including airlines, do business, from special promotions to contests to customer interaction, so it’s good to see that several are taking that evolution seriously.

In terms of its usefulness for flyers, I personally use Twitter to get quick responses when my plans change or there is an issue with my itinerary that I need to address since doing so can often produce quicker responses than just calling. However – and this is something I hope a lot of people keep in mind – I also Tweet airlines just to share news with them, photos of my experiences flying them and just to have fun. After all, social media is a great way to share your experiences and airlines, like any other company, like hearing when they’ve done something right and they deserve to be applauded when they do. Plus, if you complain too often, you never know, the airline could flag you as a trouble passenger and deal with you in other ways.

It’s not just airlines who have improved their Twitter interaction. I’d also single out @AskAmex, the customer service Q&A Twitter handle of American Express, for its quick, accurate and resolution-minded responses whose response team often answers customers’ questions and solve their issues usually within minutes.

Do you use Twitter to communicate directly with airlines? If so, what have your experiences been?

The Business Gold Rewards Card from American Express OPEN

Though the Business Gold Rewards card doesn’t have the benefits package of the more premium Business Platinum Card, it also doesn’t have that card’s $450 annual fee. In fact, the $175 annual fee on this one is waived the first year, so getting it is like a risk-free trial of its benefits plus it comes with appealing bonus spending categories like 3x on the category of choice and a range of 2x spending categories as well.

Apply Now
More Things to Know
  • Welcome Offer: Earn 50,000 Membership Rewards® points after you spend $5,000 in purchases on the Card within your first 3 months of Card Membership
  • Get 3x points - Choose 1 out of 5 categories
  • Plus, 2X points on the 4 remaining categories and 1X points on other purchases
  • 3X and 2X apply to the first $100,000 in purchases in each of the 5 categories per year, 1X point per dollar thereafter
  • Track, organize, and stay on top of your business expenses with powerful expense-tracking tools
  • No foreign transaction fees
  • $0 introductory annual fee for the first year, then $175
  • Terms and limitations apply
  • See Rates & Fees
Intro APR on Purchases
Regular APR
Annual Fee
$0 introductory annual fee for the first year, then $175
Balance Transfer Fee
See Terms
Recommended Credit
Excellent Credit
Terms and restrictions apply. See rates & fees.

Editorial Disclaimer: Opinions expressed here are author’s alone, not those of any bank, credit card issuer, airlines or hotel chain, and have not been reviewed, approved or otherwise endorsed by any of these entities.

Disclaimer: The responses below are not provided or commissioned by the bank advertiser. Responses have not been reviewed, approved or otherwise endorsed by the bank advertiser. It is not the bank advertiser’s responsibility to ensure all posts and/or questions are answered.