[INFOGRAPHIC] How Airlines Use Twitter – customer engagement done right, or gone wrong?

I came across a very insightful infographic yesterday, and couldn’t help but publish it here. It’s about airlines’ usage of Twitter.

Before you dive into the infographic, a few questions to think about if you’re managing your airline’s Twitter presence:

1. While an United Airlines sends out 3.3 tweets per day, they receive 164. The fact that they’re not able to reply to all – is that by design? Or because they can’t cope with the volume?
2. JetBlue has over 1.6million Twitter followers – how many of them have flown JetBlue before? Can JetBlue loyalty managers point out those who’ve flown at least thrice in the last month?
3. 1.1 million passengers now have in-flight wi-fi access – how are airlines leveraging on these with custom content? Even Starbucks shows me custom content when I log on to their wifi!

[Via Travel2dot0]