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 public 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 :

186 airlines have registered, at least, one twitter

account

81 airlines have an active twitter account

‘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 1 :

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 August 2011 to

March 2011, we see:

Public tweets = + 37%

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 August 2011.

Section 2 :

‘Inbound tweets’ :

is the total number of tweets received by airline

brands from consumers in August 2011.

Section 2 :

„Outbound tweets‟ :

is the total number of tweets emitted by airlines to

consumers in August 2011.

Section 2 :

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

The “Most Followed Airline”, „United Kingdom Focus‟ is the United Kingdom airline with the most followers at the end of August 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” United Kingdom Focus‟ is the United Kingdom airline who follows the most other twitter accounts at the end of August 2011.

Section 2 :

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, consumerstweeted less about Customer Service in recent months, reducing by nearly 10% to June‟s result of 83.1%.

But we saw a rise in July, making Customer Service the Trending Topic of the month with an increase of 3.73%, withmuch the same result in August with 88.2%.

Section 3 :

This category has only decreased ever so slightly from

4.2% in April to May‟s result, but saw a 59% increase in

June to 7.8%. June‟s result was slightly less at 6%.

August saw a result of 4.8%, slightly more than in April.

Section 3 :

The category « Food & Entertainment » has decreased a whole 1% from 3.4% in April to May‟s result, but has stayed much the same in June and again in July. In August it wa sin fact our Trending Topic of the monthwith a 10.6% increase to 1.8%.

Section 3 :

« Comfort & Security » has nearly halved in concernfrom a record high of 2.2% in April 2011 to 1.4% in May 2011, but remained much the same in June, with a slightdecrease in July and now a slight increase in August to 1.3%.

Section 3 :

In April 2011, 4.3 % of the tweets mentioned « LuggageHandling » concerns. This category increased slightly in May 2011 to 3.9% and increased over 1% in June, decreasing slightly in July. In August there was a 1% decrease, matching May‟s result.

Section 3 :

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 August‟ 2011 consumer tweets,presents the best airline for every category of interest.

Section 4 :

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Section 5 :

Hurricane Irene was a major

tweeting event that shook

Airlines on Twitter and saw

5001 Tweets on the subject in

only 4 days!

Section 5 :

Of these 5001 Tweets, the

subjects varied from warnings

to support to alligations.

Section 5 :

And We found that the most mentioned Airline was Delta, covering 21.6% of Tweets over this period. Great to see the continuity of Delta‟s performance as they have been our top performers over the past couple of months. We see that once again they appear top of the charts in our August Airlines Monthly Twitter Report.

Section 5 :

Section 5 :