Best Social Media Response Time – AA, DL, or UA? Winner is …

Nevahold recently looked at how United, Delta and American Airlines compare in terms of customer service interactions via social media. They evaluated who responded the quickest as well as who was most likely to respond at all. I automatically thought of Delta as their @DeltaAssist Twitter customer service account receives the most press and is probably the most widely known. I also received tremendous service from their account when they literally were able to get gate ops to hold the ATL-JNB flight for me when I tweeted them from my delayed LGA-ATL connection. Surprisingly though, Delta was not the winner. In a surprise (for me anyway), the title goes to American Airlines while Delta actually finished in third place amongst the big three.

Average response time on social media – AA 15 mins, UA 47 mins, DL 50 mins
Average response rate on social media –  AA 72%, UA 49%, DL 41%

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Unfortunately, the survey provides few details on exactly how the numbers were derived, though I would say it’s quite impressive that all three respond on average in less than one hour. Do you agree with the winner???

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Comments

  1. I absolutely agree with these results based on personal experience. In fact, if witty responses were tracked as well, it would end up similarly.

  2. Fastest is hardly best. AA thanking me for my loyalty or welcoming me on board every time I tweet a news story about them is laughable.

    Of all the airlines I’ve followed on Twitter I’d say JetBlue strikes the right balance of response and personality. They actually pay attention.

  3. I actually do. I had really good experience with AA twitter team. UA should be last though in my opinion (not just on twitter/FB – I find their customer service to be the worst overall of all the legacy airlines in ths U.S)

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