Social media can make or break your brand
Airlines can't afford to underestimate the power of social media over today's travellers. One viral complaint can reach millions within hours - making digital engagement more critical than ever.
of consumers abandon a purchase after reading negative reviews, but companies have a chance to turn this around by directly responding to these poor reviews
Source: businesswire
of consumers say that seeing and reading responses to negative reviews influence their decision-making process
Source: businesswire
of consumers are likely to recommend a brand if they had a positive social media experience with it
Source: Sprinklr
of online users are more likely to make purchasing decisions based on reviews on social media
Source: ProfileTree
Word of mouth influence can instantly cause a long-term impact on an airline’s brand
Social media platforms, especially those like X (formerly Twitter) and TikTok, have evolved into critical customer service channels. Travellers increasingly use these platforms not just to share experiences but to seek real-time support. Ultimately, speed matters. 40% of consumers expect a response within an hour when reaching out to a brand on social media. A slow or impersonal response can escalate frustration, while a timely, empathetic reply can turn a complaint into a brand loyalty opportunity. Turning around a complaint in a way that aligns with your brand values helps diffuse tense situations and shows customers that their concerns are being taken seriously.
You can't afford to ignore social media
Using social media monitoring tools and setting alerts for relevant keywords can help airlines respond to disruptions in real time, keeping customers informed as situations evolve. The value of this proactive approach should not be underestimated:
of customers now expect companies to offer customer service via social media
Source: Synup
of consumers expect a response within an hour of contacting a brand via social media
Source: Business Dasher
of TikTok users say brand loyalty is influenced by direct communication in comments
Source: TikTok Insights
Despite this, many airlines are still falling short: 40% of passengers have tried contacting airlines on social media platforms like X, but only 22% received a response. In an era where customer feedback spreads instantly, airlines that respond promptly and authentically can turn even challenging situations into opportunities to build trust, enhance loyalty, and protect their brand reputation.
