Airlines don’t usually take pleasure in the perfect reputations relating to buyer satisfaction.
Between unreliable airlines with quite a few canceled flights, shrinking airplane seat sizes, and aviation debacles just like the Southwest meltdown of December 2022, many vacationers aren’t precisely thrilled with airways within the United States.
Many vacationers take to Twitter to air their complaints — or share their optimistic suggestions.
Travel insurance coverage firm InsureMyTrip used Twitter sentiment analysis to rank the airways with probably the most optimistic (and probably the most adverse) mentions on the social media platform.
These rankings are based mostly on the aggregated sentiment evaluation of practically 4,000 tweets from 2022.
According to the info, these are the vacationers’ favourite (and least favourite) airways, together with the most typical complaints that vacationers share on Twitter relating to airways.
Airlines With The Most Positive Twitter Mentions
InsureMyTrip checked out airline mentions on Twitter and categorized them into optimistic, impartial, and adverse sentiments.
The airways with probably the most optimistic Twitter mentions have been:
- Alaska Airlines: 29% optimistic
- United Airlines: 26% optimistic
- Hawaiian Airlines: 23% optimistic
While removed from a glowing majority, these airways obtained extra optimistic mentions than some other on Twitter.
However, that doesn’t inform the complete story — all of those airways nonetheless obtained much more adverse mentions than optimistic ones.
When it involves adverse sentiment, right here’s how these “favorite” airways stacked up:
- Alaska Airlines: 51% adverse
- United Airlines: 37% adverse
- Hawaiian Airlines: 43% adverse
Surprisingly, United Airlines got here out because the winner on this, with the second-highest proportion of optimistic mentions and the bottom proportion of adverse mentions.
Airlines With The Most Negative Mentions
While Alaska Airlines, United Airlines, and Hawaiian Airlines are the three airways with probably the most favorable mentions from vacationers, these are the underside three airways with probably the most adverse mentions on Twitter:
- Frontier Airlines: 61% adverse
- Spirit Airlines: 59% adverse
- American Airlines: 59% adverse
It’s clear that almost all of vacationers are NOT proud of these airways.
That’s revealed much more so if you evaluate the proportion of adverse mentions with the variety of optimistic mentions these airways obtain:
- Frontier Airlines: 13% optimistic
- Spirit Airlines: 14% optimistic
- American Airlines: 19% optimistic
Interestingly, nearly each airline on the record from InsureMyTrip noticed a rise in adverse mentions and a lower in optimistic mentions from 2021 to 2022, some by as a lot as 20%.
What Are Travelers’ Biggest Complaints?
When annoyed vacationers take to Twitter to air their grievances in opposition to an airline, there are a handful of key subjects they’re usually complaining about.
According to the Twitter sentiment evaluation from InsureMyTrip, these are the largest considerations that vacationers have so as of most to least mentions:
- Customer service
- Flight attendant
Unsurprisingly, the airline with probably the most adverse mentions (Frontier Airlines) had a excessive proportion of adverse tweets mentioning these subjects: Money (20%), Cancel (16%), and Delay (14%).
How Does This Data Stack Up To Other Rankings?
These airline rankings are based mostly on Twitter sentiment evaluation alone and don’t bear in mind some other components.
When you take into account that many vacationers solely take to Twitter to air their frustrations after a foul expertise, and are much less prone to spontaneously reward an airline on Twitter, these rankings can grow to be somewhat extra muddled and skew to the adverse.
For instance, Delta Air Lines gained the award for Best Global Airline within the Americas within the APEX Passenger Choice Awards however regardless of its favorable place, it ranks on the decrease finish of this Twitter sentiment evaluation.
However, these Twitter rankings might reveal what vacationers actually take into consideration airways, particularly their in-the-moment reactions and frustrations.
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This article initially appeared on TravelOffPath.com