Air travelers these days are feeling deprived of the attention they expect to receive. For good reason; they simply aren’t getting it. And they’re letting the rest of us hear about it via social media.
This unusual – perhaps even unique – analysis of U.S. airlines’ respective customer service performances was undertaken by InsureMyTrip.com, a website that provides price and policy comparisons to consumers shopping for travel insurance coverage.
This summer, Alaska Airlines came in with the highest percentage of positive Tweets about its service: 43.8%. Hawaiian Airlines got the lowest percentage of negative Tweets: 34.2% But this summer, as the carrier tried to rebuild its huge domestic network more rapidly than most of its competitors, it has run into big service quality problems. That’s because its current workforce, which was trimmed dramatically last year by thousands of retirements, has been inadequate to provide anything more than minimal service.
Discounter Allegiant took the biggest fall in positive vs. negative tweets this year, attracting just 27.2 positive tweets during this summer’s study period, a 38.2 percentage point decline. And its negative tweets climbed 17.87 percentage points to 53.5%. Southwest was not, by any means, the only U.S. airline that saw its customer service quality decline, per the InsureMyTrip study, because of staffing shortages coming out of the industry’s dramatic scale back in 2020.
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