All businesses want to understand their customers better and social media has brought customers and companies close than ever before. For airlines in particular, social has changed the rules of the game when it comes to finding customer insights. Previously unaccessible word-of-mouth conversations are increasingly taking place on public, online platforms such as Twitter and online forums giving airlines unprecedented access to unsolicited customer opinions. Using advanced social media analytics, this report drills into customer comments and opinions surrounding 40 of the world’s largest airlines including United Airlines, Lufthansa and Emirates for crucial, hidden insights that airlines can use to improve customer satisfaction. In this report you’ll discover how to: Isolate individual customer comments from social media noise to truly understand customer opinion of your brand Discover customer sentiment towards flight services on social channels and use these insights to improve customer satisfaction Drill down into customer comments to understand exactly what is going wrong (or right) Identify trending topics on specialist forums to understand concerns of frequent flyers Find key brand influencers and use social channel analysis to improve social customer interaction

1. Passenger Voices on
Social: 5 Steps To
Guarantee Customer
Satisfaction In the Airlines
Industry

2. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 2
Table of Contents

3. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 3

4. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 4
1 U.S. Airlines are the Most Discussed but Negativity is a
Problem

5. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 5

6. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 6
2 Delays, Luggage and Service are the Issues Customers
Discuss on Twitter

7. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 7

8. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 8
3 Southwest, JetBlue, KLM & Virgin Lead the Way on
Customer Service
negative comments included customer allegations of staff being rude to passengers
as well as dismay at the general lack of communication when problems occurred.

9. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 9

10. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 10
4 Discussions on Specialist Forums Focus on Benefits,
not Problems

11. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 11
5 Understanding and Rewarding Influential Customers

12. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 12

13. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 13

14. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 14
Conclusion
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15. PASSENGER VOICES ON SOCIAL: 5 STEPS TO GUARANTEE CUSTOMER SATISFACTION 15
About Talkwalker
Talkwalker is one of the world’s leading social data intelligence
companies. Its 1500 servers process 500 million posts from 150 million
websites every day. Talkwalker’s state of the art social data intelligence
platform monitors and analyses online conversations on social networks,
news websites, blogs, forums and more, in over 187 languages.
Talkwalker’s unique social date intelligence software was selected to be
a Twitter Official Partner in 2014. Its cutting edge technology enhances
the speed and accuracy of decision-making through real-time social
media listening and multi-faceted social media analytics.
The Talkwalker social data intelligence platform is used by over 500
clients around the world, including Volkswagen, Benetton, KPMG, Merck,
BASF, Ogilvy, Publicis, Peppercomm and Weber Shandwick.
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