Twitter and the Airline Industry
Jet Blue uses Twitter to make themselves available to help and show customers that Jet Blue is real people who care about customers. Twitter is used to listen -not just talk.
Southwest makes announcements on Twitter, posting pictures and videos of events. Twitter is also used to make customers aware of delays.
78,891 Tweets & 1,721,020 Followers
Twitter is used by more airlines than ever.
March 2012: 191 total number of tweeting airlines; 262,141 incoming tweets; 50,017 outgoing tweets
12,098 Tweets & 1,482,062 Followers
Pros and Cons of Twitter
Cons: A wide audience is reached with how and how quickly the airline responds to customer complaints and issues.
Twitter is successfully used by the airline industry to promote business and communicate with customers.
Mallory Weeks, Angie Taub, Dillon Lyalls, Kathryn Constantin, Dan Mumford