How Airlines dealt with Hurricane Irene and the Earthquake on the East Coast through Social Media

1. How airlines dealt with Hurricane Irene and Earthquake through social media Helping airlines & airports engage travelers profitably

2. JetBlue takes charge of the social space! Tweet volume during the week including Aug 23rd per carrier related to the earthquake

3. Most of their traffic driven by link to…a SONG! This tweet received a huge number of retweets that ultimately drew a large section of the traffic. View the song here or on the next slide if you’re watching this on SlideShare.

4. Twitter is the social media platform of choice Airlines primarily used Twitter to break the news and to reach large audiences. The (public) activity on Facebook and on the airlines' Facebook pages was much lower.

5. JetBlue even more dominant in social reach numbers reaching 3.6 million people! In terms of social reach of the messages concerning the earthquake, Jetblue is even more dominant as seen in this chart (the only other airline registering here is Lufthansa). Messages to or from Jetblue related to the earthquake reached more than 3.6 million people with a total of 216 messages on Aug 23. That amounted to 98% of the total reach for all major airlines.

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7. How Airlines Handled Hurricane Irene

8. JetBlue leads the social response again! JetBlue captures 48% of all outbound traffic related to hurricane Irene amongst the major airlines (followed by Delta and United) Activity mostly comprises responses to individuals. Outbound tweet volume of the major airlines related to hurricane Irene

9. Same story: JetBlue leads in terms of social reach The impact of Jetblue is magnified from the social reach perspective. It captures 92% of the all impressions on Twitter related to the hurricane Delta is a distant second with only 4% reach Social reach of outbound tweets of the major airlines related to hurricane Irene

10. “Jack the cat” gets AA the largest share of posts on Facebook! American Airlines has the biggest share of posts on Facebook related to the hurricane (21% of messages) This is mostly due to posts related to “Jack the cat”, which was lost in AA’s baggage at JFK and could not be located throughout duration of the hurricane. Volume of posts related to Hurricane Irene on the Facebook pages of major airlines

11. AA pressurized on Facebook to recover the cat! American Airlines was initially slow to respond to the issue of the lost cat at JFK but stepped up it’s actions after pressure on Facebook mounted.

12. Twitter activity is about 10x Facebook activity! Twitter vs. Facebook overall activity trend during the hurricane

13. Data analysis courtesy of: Social Media Intelligence Application

14. For more case-studies: www.SimpliFlying.com Helping airlines & airports engage travelers profitably http://www.SimpliFlying.com