{"id":15135,"date":"2025-06-25T13:30:00","date_gmt":"2025-06-25T13:30:00","guid":{"rendered":"https:\/\/emplifistg.wpenginepowered.com\/?post_type=news_press_posts&p=15135"},"modified":"2025-09-23T10:41:53","modified_gmt":"2025-09-23T10:41:53","slug":"press-release-airlines-customer-support-2025","status":"publish","type":"news_press_posts","link":"https:\/\/emplifi.io\/press\/press-release-airlines-customer-support-2025\/","title":{"rendered":"Press Release: Emplifi Finds Airline Response Rates to Customer Questions on Instagram Increased 14% Since Last Year"},"content":{"rendered":"","protected":false},"featured_media":15136,"template":"","newsroom_types_tax":[20],"newsroom_topics_tax":[88,85,91,79,78,73],"resource_visibility_tax":[],"class_list":["post-15135","news_press_posts","type-news_press_posts","status-publish","has-post-thumbnail","hentry","newsroom_types_tax-press-release","newsroom_topics_tax-ai-automation","newsroom_topics_tax-agent-efficiency","newsroom_topics_tax-chatbots-and-digital-self-service","newsroom_topics_tax-community-management","newsroom_topics_tax-customer-experience","newsroom_topics_tax-industry-trends"],"acf":{"remove_gtm":false,"custom_card_title":"Emplifi Finds Airline Response Rates to Customer Questions on Instagram Increased 14% Since Last Year","resource_description":"","hero_read_time":"3","hero_headline":"Emplifi Finds Airline Response Rates to Customer Questions on Instagram Increased 14% Since Last Year","hero_text":"Emplifi\u2019s social care analysis found new patterns emerging for airline brands, with social AI agent implementations surging while activity on X sharply declines leaving room for improvement.","hero_image":{"ID":15136,"id":15136,"title":"EMP786-Airlines data Feature image 1200 x 600","filename":"EMP786-Airlines-data-Feature-image-1200-x-600.png","filesize":1211248,"url":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/06\/EMP786-Airlines-data-Feature-image-1200-x-600.png","link":"https:\/\/emplifi.io\/press\/press-release-airlines-customer-support-2025\/emp786-airlines-data-feature-image-1200-x-600\/","alt":"Image of airplanes lined up at airport.","author":"29","description":"","caption":"","name":"emp786-airlines-data-feature-image-1200-x-600","status":"inherit","uploaded_to":15135,"date":"2025-06-25 08:55:10","modified":"2025-06-25 08:55:23","menu_order":0,"mime_type":"image\/png","type":"image","subtype":"png","icon":"https:\/\/emplifi.io\/wp-includes\/images\/media\/default.png","width":1200,"height":600,"sizes":{"thumbnail":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/06\/EMP786-Airlines-data-Feature-image-1200-x-600-150x150.png","thumbnail-width":150,"thumbnail-height":150,"medium":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/06\/EMP786-Airlines-data-Feature-image-1200-x-600-300x150.png","medium-width":300,"medium-height":150,"medium_large":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/06\/EMP786-Airlines-data-Feature-image-1200-x-600-768x384.png","medium_large-width":768,"medium_large-height":384,"large":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/06\/EMP786-Airlines-data-Feature-image-1200-x-600-1024x512.png","large-width":1024,"large-height":512,"1536x1536":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/06\/EMP786-Airlines-data-Feature-image-1200-x-600.png","1536x1536-width":1200,"1536x1536-height":600,"2048x2048":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/06\/EMP786-Airlines-data-Feature-image-1200-x-600.png","2048x2048-width":1200,"2048x2048-height":600,"fullscreen":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/06\/EMP786-Airlines-data-Feature-image-1200-x-600.png","fullscreen-width":1200,"fullscreen-height":600,"menu-24x24":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/06\/EMP786-Airlines-data-Feature-image-1200-x-600-24x12.png","menu-24x24-width":24,"menu-24x24-height":12,"menu-36x36":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/06\/EMP786-Airlines-data-Feature-image-1200-x-600-36x18.png","menu-36x36-width":36,"menu-36x36-height":18,"menu-48x48":"https:\/\/emplifi.io\/wp-content\/uploads\/2025\/06\/EMP786-Airlines-data-Feature-image-1200-x-600-48x24.png","menu-48x48-width":48,"menu-48x48-height":24}},"content_builder":[{"acf_fc_layout":"wysiwyg","wysiwyg_background_color":"white","wysiwyg":"

New York, April 30, 2025 \u2013\u00a0<\/strong>Emplifi<\/span>, a leading social media marketing platform<\/a>, today released a report highlighting social care trends and insights from the world\u2019s leading airline brands. As part of its research, Emplifi analyzed social media activity related to customer service efforts for 38 airline brands between January 1 and June 30, 2025. The findings revealed a significant opportunity for improvement in airlines\u2019 social care strategies, with 74% of customer service inquiries sent via a direct message on Facebook, Instagram, and X left unanswered.\u00a0<\/span><\/p>\n

Emplifi found that when airline brands do respond to social media customer service questions, they are more likely to respond on Instagram. Response rates to customer questions left in the comments section on Instagram posts increased 14% between 2024 and 2025\u2014still a substantial number (68%) of questions on the social platform did not receive a response. Airline brands have witnessed a significant shift on X, with only 22% of customer questions answered on platform\u2014down 15% since last year.\u00a0<\/span><\/p>\n

Customer engagement on X is also down: Emplifi\u2019s data shows the overall volume of customer service inquiries directed at airline brands on X has dropped from, on average, nearly 40 per month at the start of 2024 to fewer than 12 interactions per month in May, 2025.\u00a0<\/span><\/p>\n

\u201cIf a brand wants to outperform its competition, it must prioritize social care and respond to customer service inquiries in real time\u2014no matter how they are received. This has never been more true than right now for airline brands, an industry that is expected to meet travelers wherever they are online. From Instagram to Facebook to emerging platforms, having a presence across channels is now a reputation essential,\u201d said Susan Ganeshan, CMO, Emplifi. \u201cFortunately, the rapid advancements in AI technology and AI agents make it possible for brands to maintain 24\/7 customer service workflows that keep everyone happy. The airlines that are able to adapt to shifting consumer expectations by adopting AI-powered communication tools will lead the way.\u201d\u00a0<\/span><\/p>\n

The Federal Aviation Administration <\/span>predicts<\/span><\/a> this summer will be the busiest air travel season in fifteen years, with more than 50,000 flights lifting off per day\u2014up 4% over last year. More travelers equates to more customer service issues for airline brands. According to Emplifi\u2019s data, nearly 70% of negative comments on airline brands\u2019 Facebook pages are associated with customer service issues. More than 55% of the negative comments have to do with flight operations and another 52% involve compensation and refunds (reimbursement for cancelled flights, lost baggage, etc.).\u00a0<\/span><\/p>\n

While airline brands may have room for improvement when it comes to customer service response rates on social platforms, their response times outpace all industries except telecom. On Facebook, the average response time for an airline brand is 2.8 hours\u2014on Instagram, it\u2019s even shorter with airlines responding to customers, on average, in as quick as 1.4 hours. On X, airline brands average an impressive 15-minute response time.\u00a0<\/span><\/p>\n

Emplifi\u2019s report also shows that airline brands are leaning into AI agents to boost their social care efforts: The number of customer service-related direct messages on Facebook answered by an airline brands\u2019 AI agent more than doubled between January and June of this year.\u00a0<\/span><\/p>\n

\u201cThe swift adoption of AI agents within the airline industry is not only driven by rising customer expectations, but also by the need to be present across a diverse set of platforms,\u201d Ganeshan added. \u201cOur latest data shows that <\/span>different generations engage with brands on different channels<\/span><\/a>; Gen Z leans heavily on Instagram and TikTok, while older generations still turn to Facebook. Airlines must be everywhere at once, and AI powered social care tooling is the helper they need to get there efficiently.\u201d<\/span><\/p>\n

In addition to analyzing social care trends, Emplifi also ranked the top ten most mentioned global and U.S.-based airline brands on X. In the U.S., Delta, American Airlines and Southwest Airlines were at the top of the list. Globally, Saudi Arabian-based Flynas was the most mentioned airline on X, followed by Air India and Qatar Airways.\u00a0<\/span><\/p>\n

To see the full findings from Emplifi\u2019s report, visit: <\/span>The Social Media Support Gap: How Airline Brands Can Improve Social Customer Care Strategies in 2025<\/span><\/a><\/p>\n

Methodology<\/b><\/p>\n

\u00a0<\/strong>This analysis is based on social media data collected from January 1 to June 6, 2025, across 38 leading global airline brand profiles using Emplifi\u2019s analytics platform. It examines engagement trends, response rates, and customer sentiment on Instagram, Facebook, and X (formerly Twitter). Metrics include the volume of user inquiries, average brand response times, chatbot usage growth, and the most frequent negative customer concerns.<\/span><\/p>\n

About Emplifi<\/b><\/p>\n

Emplifi is a leading social media management platform<\/a>\u00a0by industry analysts like Forrester and MarTech, empowers brands to deliver a seamless customer experience across marketing, commerce, and care. Built from Socialbakers, Astute Technologies, Pixlee TurnTo, and customer feedback, Emplifi\u2019s AI-powered, unified platform yields increased revenue, expanded market awareness, and efficient consumer support. More than 20,000 brands use Emplifi to fuel social marketing, social care, influencer marketing<\/a>, community, and market intelligence.<\/p>\n

Contact<\/strong><\/p>\n

Jordan Lukes, Corporate Marketing Director at Emplifi
\njordan.lukes@emplifi.io<\/a><\/p>\n"}],"sidebar_type":"sticky","sidebar_builder":[{"acf_fc_layout":"table_of_contents","title":"TABLE OF CONTENTS","type":"automatic","links":false}],"resource_feed_group":{"show_section":true,"section_subhead":"","section_headline":"Insights from Emplifi","section_text":"

Explore our latest blogs and comprehensive guides designed to help you master customer experience strategies and drive growth.<\/p>\n","feed_type":"resources","use_recent_resources":false,"topic_filter":false,"resources":[{"resource":15047},{"resource":1621},{"resource":1598}],"custom_links":false},"page_cta_group":{"show_section":false,"use_global_cta":true,"section_subhead":"","section_headline":"","section_text_left":"","section_text_right":"","section_button":null},"awards_group":{"show_section":false,"use_global_awards_text":true,"section_subhead":"","section_headline":"","section_text":"","use_global_awards":true,"awards":false},"page_type":"internal"},"_links":{"self":[{"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/news_press_posts\/15135","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/news_press_posts"}],"about":[{"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/types\/news_press_posts"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/media\/15136"}],"wp:attachment":[{"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/media?parent=15135"}],"wp:term":[{"taxonomy":"newsroom_types_tax","embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/newsroom_types_tax?post=15135"},{"taxonomy":"newsroom_topics_tax","embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/newsroom_topics_tax?post=15135"},{"taxonomy":"resource_visibility_tax","embeddable":true,"href":"https:\/\/emplifi.io\/wp-json\/wp\/v2\/resource_visibility_tax?post=15135"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}