Twitter Analysis Ranks Best and Worst Airlines | NBC Chicago
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Twitter Analysis Ranks Best and Worst Airlines

The study looked at five major airlines, including United, jetBlue, American Airlines and Delta Airlines

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    Apparently, United Airlines travelers are uniting over their disappointment with the airline via Twitter.

    According to recent data from text analysis startup Luminoso, the Chicago-based company has received some of the most complaints via social media.

    United Airlines Deliver Bears to Lurie Patients

    [CHI] United Airlines Deliver Bears to Lurie Patients
    9/3/2014: NBC 5's LeeAnn Trotter reports.
    (Published Wednesday, Sept. 3, 2014)

    An article on re/code reports Luminoso “used natural language processing technology to analyze more than 157,000 tweets directly mentioning five airplane handles” during the month of August to look at five major airlines, including United, jetBlue, American Airlines, Virgin America and Delta Airlines.

    The results showed Virgin Airlines passengers were most pleased with their travels, followed by
    jetBlue, Delta and American, while United Airlines customers complained more than others.

    United had the lowest overall rating, with last-place rankings in categories like “delays/ cancellations” and “luggage,” but the results don’t necessarily mean United Airlines is the worst carrier.

    The analysis is only a reflection of social media users’ sentiments over a short period of time, the study explains, and the results can easily be affected by weather or other news.

    Flight Diverted After Fliers Fight Over Reclined Seat

    Flight Diverted After Fliers Fight Over Reclined Seat
    8/26/14: A fight started on a United Airlines flight because one passenger was using the Knee Defender, a gadget that attaches to a passenger's tray table and prevents the person in front of them from reclining. Nesita Kwan reports.
    (Published Tuesday, Aug. 26, 2014)

    While the study may not show customer satisfaction on a large-scale level, it is clear that social media is being used by customers more frequently, and companies should pay attention to the feedback they receive on these sites.

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