Delta wins out in Twitter response times analysis
Airlines have in the main embraced social media although in some cases perhaps because they have been forced to respond to some vociferous consumer conversations.
The analysis is of airline activity in the past 30 days and reveals Delta Air Lines has the fastest average response time of 11 minutes via its @deltaassist handle.
As per the second chart, Delta Assist also came first in the volume of tweets it sent in the 30 days, 4,235, more than double the number sent by JetBlue, which is often held up as the airline social media champion.
According to this behind the scenes look at Delta’s social media operation the airline devotes 12 people to handling Delta Assist.
The full analysis, which also shows which airlines provide a 24-hour service and a breakdown of what the tweets are, can be found here.
Linda Fox is deputy editor for Tnooz. For the past eight years she has worked as a freelance journalist across a range of B2B titles including Travolution, ABTA Magazine, Travelmole and the Business Travel Magazine.
In this time she has also undertaken corporate projects for a number of high profile travel technology, travel management and research companies.
Prior to her freelance career she covered hotels and technology news for Travel Trade Gazette for seven years. Linda joined TTG from Caterer & Hotelkeeper where she worked on the features desk for more than five years.