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.

  • JetBlue receives A321 from Airbus team in Mobile, Alabama

Mobile, Alabama | April 25, 2016– The first ever delivery of an aircraft from the Airbus U.S. Manufacturing Facility took place today, April 25th, in Mobile, Alabama. The entire team of employees from the American assembly line gathered to present their very first completed product, an Airbus A321, to JetBlue. On hand for the occasion were executives from Airbus, JetBlue senior management, including President and CEO Robin Hayes, and a broad collection of dignitaries from the Gulf Coast region.

“I am immensely proud to be here to participate in this first delivery from Mobile,” said John Leahy, Airbus Chief Operating Officer – Customers. “Going from breaking ground on this facility three years ago to handing over the first Alabama-produced A321 today is an amazing accomplishment. It’s a testament to how well executed this project was and how strong the teamwork has been here in Mobile and throughout Airbus. The Airbus U.S. Manufacturing Facility has brought together all the best aspects of our other assembly lines around the world, and it shows how Airbus people work hand in hand with our partners to deliver great aircraft to our customers.”

Airbus announced its commitment to build a single-aisle assembly line in Mobile, Alabama in 2012, and less than one year later, broke ground on the $600 million (U.S.) facility. The ceremonial inauguration of the plant came in September 2015. The aircraft delivered today, a JetBlue A321, successfully had its first flight on March 21st, 2016.

In addition to the JetBlue A321 delivered today, there are currently nine other A320 Family aircraft in production at the facility. Airbus anticipates delivering four aircraft per month from the Mobile plant by the end of 2017. The initial deliveries will all be A320 Family aircraft with the Current Engine Option (CEO), but will begin transitioning to New Engine Option (NEO) derivatives in late 2017.

In addition to hundreds of new Airbus jobs the project has brought to the local community, the Mobile area has seen many Airbus suppliers open new facilities in the region, providing even more employment and a parallel boost to the local economy. Airbus is proud to boast that 87 percent of its new employees are from the Gulf Coast region, with nearly one third being U.S. military veterans.

Demonstrating the adage “The Sun Never Sets on Airbus” – Airbus aircraft are now produced around the clock, 24 hours a day, at facilities in: Mobile, Alabama; Hamburg, Germany; Toulouse, France; and Tianjin, China.