The major airlines adapted to Twitter perhaps as quickly as any other industry vertical, rapidly recognising its usefulness as a medium to deliver flight information, provide updates and respond to customer support enquiries.
Indeed, it’s this latter area where American Airlines has particularly excelled, with their @AmericanAir profile responding to 99 percent of customer queries on Twitter within one hour, and 80 percent in just 15 minutes.
When you consider that @AmericanAir has almost 886,000 Twitter followers, that’s incredibly impressive.
Malaysia Airlines (@MAS) also did well in the study, which was conducted by SimpliFly and Unmetric and reported in The Wall Street Journal, answering more than three-quarters of tweets within 15 minutes, and receiving praise for its handling of the of the Flight 17 tragedy.
Conversely, Singapore Airlines, Air Asia and KLM did less well in the survey, with 35 percent of tweets to the latter taking up to a day before receiving a reply.
(Source: The Wall Street Journal.)
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