American Airlines Responds to 80% of Customer Tweets Within 15 Minutes [STUDY]

The major airlines adapted to Twitter perhaps as quickly as any other industry vertical, rapidly recognising its usefulness as a medium to deliver flight information, provide updates and respond to customer support enquiries.

Indeed, it’s this latter area where American Airlines has particularly excelled, with their @AmericanAir profile responding to 99 percent of customer queries on Twitter within one hour, and 80 percent in just 15 minutes.

When you consider that @AmericanAir has almost 886,000 Twitter followers, that’s incredibly impressive.

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