Social media is the ‘feedback tool of choice’ for air passengers – and the majority of posts are positive, according to research.
Only one in four social media posts are negative, stats from the latest J.D. Power 2017 North America Airline Satisfaction Study show.
Among business travelers, 21% posted a comment about their airline experience on social media, while 8% of leisure travelers did the same.
Nearly three in four of social media comments are described as ‘positive’ by those posting.
The most commonly used social media platforms are Facebook (81%) and Twitter (41%). When an airline responds to any social media post, whether it’s positive or negative, there is a noteworthy lift in passenger satisfaction.
The study shows overall customer satisfaction with airlines has reached its highest level ever, continuing a trend that now stretches five consecutive years.
Among traditional carriers, Alaska Airlines ranks highest for the 10th consecutive year, followed by Delta Air Lines.
Among low-cost carriers, Southwest Airlines ranks highest, followed by Jet Blue.
