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%
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???
Other recent surveys:
- World’s Best Airlines Named – Emirates Returns to First Place – Full Winners & Links
- 2013 List of Best Airlines for Award Redemptions – Delta and US at the Bottom Guilty!
- Annual Airline Quality Rankings Out – UA Tops Complaints, AA Worst for On-Time Flights…Who Actually Did Well?
- The World’s Most Dangerous & Safest Airlines