These Airlines Are the Best at Responding to You on Twitter
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. Terms apply to the offers listed on this page. For an explanation of our Advertising Policy, visit this page.
Taking to social media has become the norm when trying to get an airline’s attention. When a situation goes awry, flyers can try and deal with a customer service agent over the phone or in person, but with social media, customer complaints can be made public.
Going public can help put pressure on an airline to respond, since it knows people are actively watching the situation unfold. And in the post-United Bumpgate world, where a video can go viral and create a public-relations nightmare for an airline, companies are on their best behavior.
Conversocial Inc., a social media-focused customer service firm, released a study on airlines with the best response time on social media. Over the course of four days in October, Conversocial looked at the average response time by airlines on Twitter.
JetBlue took the top spot (among North American carriers) with Virgin America coming in right behind — both had an average response time of under 5 minutes. The three large legacy carriers took the bottom rung of the scores, with United taking over an hour and a half to respond. United’s response time was an hour longer than the second worst, Delta which came in around 31 minutes.
In regards to the airlines in the Middle East and Europe (EMEA), Lufthansa took over 9 minutes to respond on Twitter, more than 5 minutes longer than the top North American carrier. If you think United’s response time was rough, just take a look at Finnair, which took a whopping five and half hours.
Although American Airlines placed eighth, it actually responded the most out of any other North American airline — responding to almost a third of its Twitter mentions. And just because an airline responded quickly didn’t mean they were actually responding to everyone, Lufthansa actually came in last when it came to overall response time.
In regards to response time, North American airlines handily beat their counterparts across the Atlantic, but the EMEA airlines were more responsive overall.
Conversocial’s results somewhat matched TPG’s findings in 2015, where JetBlue was the quickest to respond but Delta actually responded to the most customers overall. Similarly, United took nearly four hours to respond in 2015.
A United spokesperson told Bloomberg that it planned on increasing its social media staff by 150 percent in the first quarter of 2018.
Bloomberg writer Justin Bachman points out that just because an airline might respond quicker to a customer service issue doesn’t mean that it actually gets resolved, although JetBlue and Alaska did score at the top of J.D. Power’s most recent airline satisfaction study.
Feature photo by @mp_develops via Twenty20
Welcome to The Points Guy!
Earn 50,000 bonus miles and 5,000 Medallion® Qualification Miles (MQMs) after you spend $2,000 in purchases on your new card in the first three months of card membership. Plus, earn up to $100 back in statement credits for eligible purchases at U.S. restaurants in the first three months of card membership.
With Status Boost™, earn 10,000 Medallion Qualification Miles (MQMs) after you spend $25,000 in purchases on your Card in a calendar year, up to two times per year getting you closer to Medallion Status. Earn 3X Miles on Delta purchases and purchases made directly with hotels, 2X Miles at restaurants and at U.S. supermarkets and earn 1X Mile on all other eligible purchases. Terms Apply.
- Earn 50,000 Bonus Miles and 5,000 Medallion® Qualification Miles (MQMs) after you spend $2,000 in purchases on your new Card in your first 3 months.
- Plus, earn up to $100 back in statement credits for eligible purchases at U.S. restaurants with your card within the first 3 months of membership.
- Earn up to 20,000 Medallion® Qualification Miles (MQMs) with Status Boost® per year. After you spend $25,000 in purchases on your Card in a calendar year, you can earn 10,000 MQMs two times per year, getting you closer to Medallion® Status. MQMs are used to determine Medallion® Status and are different than miles you earn toward flights.
- Earn 3X Miles on Delta purchases and purchases made directly with hotels.
- Earn 2X Miles at restaurants worldwide, including takeout and delivery and at U.S. supermarkets.
- Earn 1X Miles on all other eligible purchases.
- Receive a Domestic Main Cabin round-trip companion certificate each year upon renewal of your Card. *Payment of the government imposed taxes and fees of no more than $75 for roundtrip domestic flights (for itineraries with up to four flight segments) is required. Baggage charges and other restrictions apply. See terms and conditions for details.
- Enjoy your first checked bag free on Delta flights.
- Fee Credit for Global Entry or TSA Pre✓®.
- Enjoy an exclusive rate of $39 per person per visit to enter the Delta Sky Club® for you and up to two guests when traveling on a Delta flight.
- No Foreign Transaction Fees.
- $250 Annual Fee.
- Terms Apply.
- See Rates & Fees