Spirit airlines receive the most negative comments overall

October 14, 2019–Social media is bridging the gap between brands and customer experience, allowing consumers to voice their opinions in real-time for the whole world to see.

We all know poor reviews and negative comments can make or break a brand’s reputation. With 330 million active users, Twitter, in particular, has become an extensive platform for engaged customers to reveal both praise and complaints in equal measure.

With this in mind, travel insurance comparison site InsureMyTrip analyzed over 96,000 tweets over a two-week period1 – using a unique sentiment analysis tool – to discover which of the nine largest US airlines receive the most positive and negative mentions.

Spirit Airlines has the highest proportion of poor reviews, with nearly 70 percent of its Twitter mentions containing a negative sentiment. Over a third of negative keywords in Spirit’s mentions were due to delays or cancellations.

This comes as no surprise, as Spirit recently found itself in hot water with its passengers over its alleged ‘hidden’ bag fees. Spirit even faces a lawsuit after its customers accused the company of knowing its online travel agents hid ‘gotcha’ bag fees customers are expected to pay at the airport.

Frontier Airlines followed closely with 64 percent negative mentions, receiving the highest number of complaints about ‘customer service’ (8.9%) compared to any other airline analyzed.

American Airlines was in the third position with 56 percent of negative tweets overall.

At the other end of the spectrum, Southwest Airlines tops the list with 70 percent of its Twitter mentions considered positive. When analyzing the sentiments, ‘customer service,’ ‘luggage,’ and ‘food’ were the words with the best scores.

These findings are also a testament to Southwest Airlines’ latest accolade as the sixth best airline in the world, announced earlier this year.

Interestingly, although it performed well overall, Southwest Airlines received the highest number of negative mentions for keywords regarding seating (15.7%), as passengers are not assigned seats. Instead, they’re given a boarding group, indicating where they should line up when they’re at the gate ready to board.

Allegiant Air and Alaska Airlines followed closely with 64 and 62 percent positive mentions, respectively. With both airlines receiving hardly any negative mentions for their ‘luggage,’ ‘money,’ ‘seats,’ and ‘food’ offerings.

‘Delay’ is the most commonly tweeted negative keyword overall for eight of the nine airlines, with United Airlines receiving the highest negative percentage for this keyword (23.6%). This is followed by ‘cancel’ – the most popular negative keyword for Spirit Airlines overall (18.5%) – and customer service takes third place.

Ronni Kenoian, Manager of Marketing and eCommerce at InsureMyTrip, commented:

“Social media is often where passengers turn to voice their opinions in real-time. And Twitter is one of the most powerful communication tools available.

It is interesting to see how positive and negative customer feedback stack up — and, in turn, how airlines respond in an effort to improve customer service.”

InsureMyTrip has put together a handy infographic looking at the findings in more detail, which can be viewed here.

  • Napster is the first streaming service in Germany to offer in-flight music
  • The complete offerings include music and audio books for adults and children in Lufthansa’s in-flight entertainment system
  • The partnership is set to begin in Summer 2016

Frankfurt, Germany | July 18, 2016– Napster has taken over the skies as the first music streaming service in Germany! Streaming services are enjoying increasingly more popularity, whether at home, on the way to work, at the gym or on vacation at the beach. To enjoy the diverse range of music in the air, Napster and Lufthansa Systems have formed a strategic partnership. Lufthansa Systems is one of the world’s leading suppliers in the Airline Industry and already equips a variety of airlines across the globe with its innovative BoardConnect platform, as well as the corresponding entertainment content. Through Lufthansa System’s BoardConnect, Napster will offer passengers selected playlists and audiobooks for adults and children, making traveling more enjoyable and entertaining. By this summer, Napster and Lufthansa Systems together want to equip the first airline with the service, Eurowings.

Aside from having access to the extensive selection of music and audio books from Napster, the greatest feature is that passengers will no longer have to use the built-in aircraft screens to access the media content, but will also be able to connect their own smartphones or tablets with BoardConnect via onboard WLAN. With this connection, users can enjoy a selection from the music-streaming pioneer. The Napster playlists, as well as audio books will be updated monthly and provide plenty of popular and up-to-date content for all ages.

Patric Niederländer, Vice President of Business Development Europe at Napster, said of the cooperation with Lufthansa Systems, “Napster has always stood for innovation. We are pleased to have developed, together with our partner Lufthansa Systems, an attractive proposition with which we move into another business segment. Our aim is to offer all music lovers the best and most multifaceted listening experience – whether on the ground or in the air.”

“Diverse onboard entertainment programs are increasingly becoming a competitive advantage for airlines,” says Olivier Krüger, CEO of Lufthansa Systems. “We are pleased to have found in Napster an important partner, who brings with it its music expertise and will in the future provide our BoardConnect platform with an exciting program.”

In addition to the selected music program on board, Napster will initially offer all Euro Wings passengers discounts after their flight. That means that all passengers who register during the flight can then enjoy three months of Napster for just one euro and discover new music through playlists, recommendations and advice. Favorite artists, albums or single tracks, as well as individually created playlists, can be stored and easily managed in the user archive. Favorite songs and albums can also be accessed by up to three devices, i.e. smartphones, tablets or computers with iOS, Android or Windows operating systems. The premium service also allows users to download individual songs, albums, or playlists to access offline, which requires no mobile data or Wi-Fi – the perfect solution for enjoying music on the move. The completely ad-free catalog of more than 40 million music tracks, as well as the more than 15,000 audio books of all genres for users in Germany, Austria and Switzerland, leaves nothing to be desired.

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