US airlines have enthusiastically embraced social media platforms such as Twitter, Facebook, Pinterest, Youtube and Instagram to connect with customers, generate goodwill, address complaints and market their services. JetBlue, with 1.7 million followers, leads US airlines with the number of Twitter followers while Southwest has nearly 1.4 million followers.
Southwest has a dedicated staff of six employees for social media who re-book flights, track bags, and issue travel vouchers in addition to posting tweets.
American Airlines, with over half a million Twitter followers, has 15 employees dedicated to social media and its six-strong Twitter staff posts about 1,200 tweets daily. The high volume is matched by prompt reaction times with the airline aiming to respond to every mention and message within 10 minutes.
Have you used Twitter to try to resolve an issue with an airline? If response time is under 10 minutes, Twitter could easily be more effective than trying to call and contact a real person!