According to the survey, the average call hold times of the 10 largest airlines during the hurricane were as follows:
- U.S. Airways: 00:02:38
- Southwest Airlines: 0:08:10
- Continental Airlines: 00:08:15
- United Airlines: 00:12:04
- Spirit Airlines: 00:24:07
- Jet Blue: 00:24:17
- AirTran: 00:27:52
- Frontier Airlines: 00:29:54
- Delta: 00:33:43
- American Airlines: 01:32:39
In the social media sphere, JetBlue (Stock Quote: JBLU) also shined, answering 83.3% of tweets in an average of 11 seconds. Frontier Airlines answered 100% of its tweets, but took an average of 4 minutes and 4 seconds to do so. United (Stock Quote: UAL), like American, did not respond to tweets at all.
StellaService initially said that both United (Stock Quote: UAL) and American Airlines did not respond to tweets at all. However, it has since changed United Airlines’ Twitter response rate from a 0% to a 58% after discovering that the questions had been posed to a Twitter handle that had been de-activated after United and Continental merged.
"Had we not answered the questions they tweeted to our inactive @continental handle, we would have replied to the questions they tweeted to our active @United handle, just as we replied to more than 200 other customer inquiries on Twitter," a spokesperson for the airline said.
StellaService also removed American from its Twitter rankings for similar reasons.
You can find a complete list of the airlines’ Twitter performance on StellaService’s blog.
StellaService said it stands by all other findings from the study.
—For the best rates on loans, bank accounts and credit cards, enter your ZIP code at BankingMyWay.com.