March 2011 Airlines Monthly Twitter Report

cCZΣCf In partnership with SimpliFlying The marketing reference in socialmedia for the travel industry Data Lab Published by AIR VALID march 2011 data Best in class ADelta 14.9% Cezzer Airline ranking on twitter activity of tweets recelved and sent this month Airline Listening Champions (tweets received by airlines) 30 airlines provide (1st (3rd 80 % 2nd TAM SOUTHWEST AIRLINES of Delta Airlines TAM Brazillian Southwest Airlines 15 850 9 098 6 613, Airline Talking Champions (tweets sent by airlines) (1st) 3rd ArAsio TAM Delta Airlines TAM Brazillian Air Asia 2 889. 1819. 1 684 Tweet progression +60% Twitter is used of tweets March 2011 vs Feb 2011 by more airlines than ever ! Active tweeting airlines Total number Inbound tweets of tweeting airlines MARCH 101 389 168 77 2011 Outbound tweets Most Followed Airline Most Following Airline MARCH 24 544 jetBlue AIRWAYS jetBlue 2011 AIRWAYS 1 826 673 114 294 Follower accounts Following accounts Service Item issues Why consumers tweet airlines ? 99.7% Tweets breakout by consumer category of inferest MARCH 2011 of tweet sent and received Customer Service Timeliness Social Conversation 93.8% 01.2% 0.3% Trending Topic Comfort & Security Food & Entertainment Comfort & Security Y 11.7% 1.1% +141% O Luggage Handling 2.2% Consumer satisfaction score Global satisfaction Best airlines on consumer category of interest (score of 100 is average consumer satisfaction) MARCH 107.7 2011 Customer Service Timeliness AR106.2 O 100.2 Asiana Airlines Food & Entertainment Comfort & Security 1- 102.4 anu 101.4 Azul Luggage Handling 101.2 SOUTH AFRICAN eezeer methodology eezeer provides a web and mobile social network that aggregates brands and consumer tweets and location-verified reviews related to airlines, airports and hotel brands. eezeer manually moderates and reviews the tweets and opinions of users by assigning a rating (+,= and -) to a consumer's category of interest. For airline brands, six categories are assessed : social conversation, customer service, timeliness, food & entertainment, comfort & security and luggage handling. eezeer Data Lab provides from these moderated tweets a platform of quant / qual information and off-the-shelf services for the airline industry enhancing the effectiveness of brand to consumer twitter communication. The "airlines monthly twitter report" is published in partnership with Air-Valid and Simpliflying. Air Valid® is the European leading online data ressource for travel agencies on airline information and certified traveler opinions since 2007. Air Valid® is present on air-valid.com for the French market plus air-valid.co.uk, air-vaid.es, air-valid.de, air-valid.in, airvalidchina.cn and air-valid.us. SimpliFlying is the leading strategy firm that enables airlines and airports to drive key business goals through superior customer engagement. SimpliFlying.com is one of the Top 3 blogs on aviation, and one of the Top 5 most influential on Twitter on airlines.