The results are in, and according to a survey of 1.3M tweets, Spirit Airlines is the most hated airline in the world, whilst Korean Air is the most loved.
The survey was conducted by Fractl on behalf of charter company Stratos Jets. It analysed over 1.3M tweets sent between 20 November 2015 and 9 January 2016, and assigned a numerical value to each tweet depending on whether the tweet was positive, negative, or neutral.
The survey included over 70 airlines from all over the world – including budget carriers.
According to the survey, Spirit Airlines – a US budget airline – received the most negative tweets, followed by Frontier Airlines, American Airlines and Delta.
The most hated airlines were:
- Spirit Airlines (-0.15)
- Frontier Airlines (-0.10)
- American Airlines (-0.10)
- Delta Air Lines (-0.07)
- Cebu Pacific (-0.06)
- Allegiant Air (-0.05)
- VivaAerobús (-0.05)
- Jetstar Airways (-0.05)
- Wizz Air (-0.04)
- SriLankan Airlines (-0.04)
Unfortunately, Jetstar came in at number 8 on the “most hated” list.
Among the negative tweets, concerns about lost luggage, seats, and delayed, late or cancelled were most popular.
On a more positive note, Tiger Airways was ranked 6th on the “most loved” list, even beating airline of the year Air New Zealand, which came in at number 10.
The most loved airlines were:
- Korean Air (0.57)
- Air North (0.55)
- TUIfly (0.54)
- TAP Portugal (0.53)
- Air France (0.50)
- Tiger Airways (0.49)
- Monarch Airlines (0.49)
- Icelandair (0.44)
- TAROM (0.44)
- Air New Zealand (0.43)
In general, the survey revealed that feedback for airlines on Twitter was overwhelmingly positive, with only 15,500 tweets include swearing, whilst over 100,000 tweets to airlines included the term “thank you”.
