from

eezeer data lab collects, moderates and

aggregates on a real-time basis the public

timeline of twitter feeds of all airline brands

and the consumers interacting with them.

From this source, we provide a complete set

of statistical information on twitter usage in

the airline industry.

Section 1 :

‘Best in class’ :

Top performing airline brand with the greatest number of all the tweets exchanged this month between an airline and its consumers.

Accounts for all the tweets collected :

outbound (from airline to consumer) and

inbound (from consumer to airline).

Section 1 :

189 airlines have registered, at least, one twitter

account

83 airlines have an active twitter account

Section 1 :

‘Airline Listening Champions” :

the top three airlines having received the most tweets

from consumers.

Section 1 :

‘Airline Talking Champions” :

the top three airlines having sent the most tweets to

consumers.

Section 2:

Beyond collecting, moderating and aggregating the

twitter time line on the conversation between

consumer and brands, eezeer data lab, also,

monitors the information available directly at twitter

on the airlines accounts.

It allows for additional sets of data that permits

other view of the airlines‟ activity over twitter.

Section 2:

Comparing May 2011 to April

2011, we see:

Inbound tweets = stable(from consumer to airlines)

Outbound tweets = +24%(from airlines to consumer)

Growth comes from the

consumers interacting more

and more with airlines

Section 2:

‘Total number of tweeting airlines’ :

accounts for all the airlines that have created one or

more accounts on twitter.

Section 2:

‘Active tweeting airlines’ :

some airlines have created accounts that are not yet

active. For eezeer data lab, an “active tweeting

airline” has sent or received an average of at least 5

tweets daily over the month of May 2011.

Section 2:

‘Inbound tweets’ :

is the total number of tweets received by airline

brands from consumers in May 2011.

Section 2:

„Outbound tweets‟ :

is the total number of tweets emitted by airlines to

consumers in May 2011.

Section 2:

‘Most Followed Airline’ twitter accounts can be followed by other twitter accounts.

The “Most Followed Airline” is the airline with the most followers at the end of May 2011.

‘Most Following Airline’ twitter accounts can follow other twitter accounts, consequently listening to the chatter on the

public timeline of these users.

The “Most Following Airline” is the airline who follows the most other twitter accounts at the end of May 2011.

Section 3: eezeer data lab collects, moderates and aggregates the

content of all the tweets to and from airlines brands.

These tweets are assigned and rated according to one or more of six consumer‟s category of interest : social conversation,

customer service,

timeliness,

food & entertainment,

comfort &security and

luggage handling.

This section focuses on the tweets from the consumers to the airlines (inbound tweets).

From the moderated tweets, we can calculate for each and every airline, the nature of the messages sent by consumers.

Section 3:

Airlines talk to consumers while consumers tweet theirconcerns and satisfactions to airlines.

Consumers have « subjects » about which they talk positively or negatively.

Often, airlines answer in a much more neutral manner

Section 3:

From a record high of 93.8% in March 2011,

consumers tweeted less about Customer Service in

April 2011 and again, less in May.

This is however, our Trending Topic of the month.

Section 3:

This category has only decreased ever so slightly

from 4.2% in April to May‟s result.

Section 3:

The category « Food & Entertainment » has

decreased a whole 1% from 3.4% in April to May‟s

result.

Section 3:

« Comfort & Security » has nearly halved in concern

from a record high of 2.2% in April 2011 to 1.4% in

May 2011.

Section 3:

In April 2011, 4.3 % of the tweets mentioned

« Luggage Handling » concerns. This category

increased slightly in May 2011.

Section 4:

As tweets are assigned to a consumer‟s category of interest,they are also reviewed and rated by eezeer‟s moderationteam. The rating attributed can be positive, neutral ornegative. By aggregating category and rating data, we canrank the airlines on each of these categories of interest.

eezeer data lab calculations compare positive and negativetweets to the total number of tweets received by each airlinefor that category of interest.

This method attributes a score to the airline on each categoryof interest. These scores rank and compare airlines together.A score of 100 represents the average of all airlines in acategory.

This section, based on May 2011‟s consumer tweets,presents the best airline for every category of interest.

Section 4:

Section 4:

Section 4:

Section 4:

Section 4:

Section 5:

Section 5:

The first Airline on Twitter

was Delta Airlines.

Delta first created their

Twitter account in May 2007.

The tipping point for the

creation of Airline Twitter

accounts occurred in the year

2007.

The year 2007 saw the

creation of 172 Airline Twitter

accounts.

Section 5:

Section 5:

Air France is the Airline with

the most Twitter accounts.

Air France currently manages

16 Twitter accounts.