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.

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

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Tags: loyalty, twitter

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