The airline industry is increasingly dedicating time and energy to customer service on Twitter. Comparing the Twitter performance of a couple of key players, Delta, American Airlines, Southwest Airlines, and JetBlue, we can garner some interesting insights:
It should be noted, this data is for the brand’s corporate Twitter accounts, not specific customer service accounts.
- American Airlines is more likely to respond, with an average response rate of 33%.
- JetBlue is the fastest at responding, with an average response time of 13 minutes.
- Delta publishes the most engaging content, with the highest total engagement and engagement rate.