Spirit Ranks Last in Twitter Negative Comments Analysis
By Harvey Chipkin
Spirit Airlines ranked worst among major airlines in negative Twitter mentions while Southwest ranked first, according to an analysis by InsureMyTrip, a travel insurance company. It analyzed over 96,000 tweets mentioning the nine largest US carriers during two weeks in August using a “sentiment analysis tool” from Brand 24. Frontier Airlines followed with 64% negative mentions, receiving the highest number of complaints about “customer service.” At the other end of the ranking, Southwest Airlines topped the list with 70% of its Twitter mentions considered positive. Allegiant Air and Alaska Airlines followed closely with 64% and 62% positive mentions, respectively. “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.