In a rare departure, airlines trump other companies in customer service via Facebook [INFOGRAPHIC]

October 23, 2012 By Leave a Comment

Airlines are known for many things, but customer service isn’t one of them. But maybe that’s about to change.

Between July and September, 69% of customer queries posted on the Facebook pages of major airlines worldwide were answered by those airlines, according to social media analytics company Socialbakers.

That compares favourably against an industry-wide average of addressing only 48% of customer comments. For example, automotive companies only responded to 26% of customer comments on Facebook pages on average.

At long last, airlines are leaders in a particular type of customer service: social media.

In other words, the airlines are Facebook’s biggest fan, at least according to Socialbakers’ measurement of how many user questions posted on company Facebook walls (“fan pages”) were responded to by representatives.

The airline that was the most responsive of the bunch is expected to be revealed at an event sponsored by Socialbakers this evening East Coast time.

In the meantime, Socialbakers has produced an infographic to provide context on the rapid growth in airline responsiveness to customer queries.

airlines facebook social media marketing

Related posts:

  1. How airlines are beginning to play with Google Plus [INFOGRAPHIC]
  2. Laterooms to try virtual concierge service on Twitter and Facebook
  3. Fly to friends Facebook app means social media ROI for companies
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Sean O'Neill About Sean O'Neill

Sean O’Neill is a UK-based reporter for Tnooz.

Since university, he's been a full-time journalist for US consumer magazines and websites, and since 2007 he has covered B2C travel news full-time.

He lives in London and is travel tech columnist for BBC Travel. He used to work in New York City as the online senior editor for Arthur Frommer’s Budget Travel.

In the past, O'Neill held editor, writer, and reporter positions at Kiplinger’s Personal Finance and Foreign Policy magazines in Washington, DC. Please visit his personal site and follow him on Twitter or Google+ .

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