Which airlines are most and least responsive to respond to comments, questions, and complaints on social media?
The just-released Conversocial Airline Benchmark Report ranks the airlines two ways, according to the percentage of Twitter mentions they responded to, and according to the speed of those responses.
Of the airlines tested, Southwest was the most responsive, directly answering 37.5 percent of relevant tweets, while Alaska Airlines was the quickest, with an average response time of just 2 minutes and 34 seconds. Spirit was the worst in both categories, responding to only 11 percent of tweets, with an average response time of 5 hours and 48 minutes.
From best to worst, the most responsive airlines were as follows:
Speed of Response
And average response times, from fastest to slowest, were as follows:
- @AlaskaAir – 2 mins 34 s
- @JetBlue – 5 mins 3 s
- @Delta – 8 mins 45 s
- @SouthwestAir – 10 mins 2 s
- @VirginAmerica – 16 mins 21 s
- @WestJet – 17 mins 7 s
- @AmericanAir – 25 mins 5 s
- @AirCanada – 1 hr 26 mins
- @united – 2 hrs 10 mins
- @SpiritAirlines – 5 hrs 48 mins
With even top performers like Southwest and Delta responding to fewer than 40 percent of tweets, it’s clear that Twitter has a long way to go before travelers can consider it a reliable channel for communicating with the airlines.
At some point, the airlines may be adequately staffed to handle customer-service issues via social media. For now, if you have an issue with an airline, especially a time-sensitive one, your phone is your friend.
Reader Reality Check
How successful have you been in communicating with the airlines via Twitter?
More from SmarterTravel:
- What It’s Like to Ride in Uber’s Driverless Cars
- Points or Cash Back for Your Hotel Stays?
- Warning: The 25 Most-Complained-About Restaurants
After 20 years working in the travel industry, and 15 years writing about it, Tim Winship knows a thing or two about travel. Follow him on Twitter @twinship.
We hand-pick everything we recommend and select items through testing and reviews. Some products are sent to us free of charge with no incentive to offer a favorable review. We offer our unbiased opinions and do not accept compensation to review products. All items are in stock and prices are accurate at the time of publication. If you buy something through our links, we may earn a commission.