Transport Airlines

Travelers tweet profanities at airports and other trending keywords from the gate

Excerpt from GQRR

Jan 29, 2013 1:54 pm

Skift Take

After looking at how airlines respond to their customers, this data more deeply explores what customers are saying and carriers’ social media teams are up against.

— Samantha Shankman

Free Report: The State of Student Travel

We set out to capture all tweets from DFW, OHR, and ATL (hubs of American, United, and Delta respectively) from December 22 through January 1. We then filtered down to the tweets that were about airlines, flights, or travel, and then coded them as positive, negative, or neutral and sorted by issue. Armed with this data[1], we looked at what passengers were saying about these three airlines. The results were interesting.

People complain about what you’d expect them to complain about, mostly delays and cancellations. Even the “thanks” in the world cloud below is frequently sarcastic.

Word Chart for Tweeting Passengers

Read the Complete Story →

Tags: ,

Next Up

More on Skift

Atlas Obscura Wants to Become the National Geographic of the Digital Age
Business Travelers Unsure if ‘Bleisure’ Travel Is Allowed, But Doing It Anyway
Exclusive: Pegasus Solutions Spins Off Reservations Business to Regent Equity Partners
Free Webinar: How To Effectively Personalize Marketing Across Travel Sectors