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Top 10 Most Influential Airlines

November 16th, 2011 by Lan Nguyen

Thanksgiving is fast approaching! This season is all about family, friends, food, football, and five-finger turkeys drawn in crayon. I’m an East coast transplant in the Bay Area and like many other people, I’ll have to go the extra mile (or three thousand) to spend time in a four-day, carbohydrate-induced coma with my loved ones. For that, I’d like to give thanks to the airlines that make holidays at home possible.

What you’ll notice about the top ten airlines is that they all deliver outstanding personalized attention. Whether you’re musing over the in-flight movie on Twitter or uploading an Instragram of that rad airport sculpture, these airlines care about your content and your overall travel experience. Did you lose a bag? Check your phone! Not because you’ll find your bag there, but because you probably just received a message from an airline representative who is talking to the baggage team right now on your behalf. With that, here are the top ten airlines with Klout.

Was the list what you expected?

UPDATE: We’ve just added Copa Airlines! An affiliate of Continental Airlines in Panama, Copa Airlines is #3 on the list!

This entry was posted on Wednesday, November 16th, 2011 at 7:47 am and is filed under influencers. You can follow any responses to this entry through the RSS 2.0 feed.

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  • http://twitter.com/jmussuto Jorge A. Mussuto

    My preferred is United:)

  • http://twitter.com/tobiasholmberg Tobias Holmberg

    Interesting post, more of this!

  • dh

    I can’t see the list???

  • BWilson

    Out of the top ten, which airlines have their marketing machines on a roll… Virgin, Southwest… Do any of the other airlines have a meaningful position / value prop to their customers travel (it is now more than just flying) experience? Not a lot of differentiation which means, the others compete on cost and availability, not preference. Sad.

  • Surely you jest

    “they all deliver outstanding personalized attention” – How much did they pay you to say that? Really?  Delta SUCKS. If this is “Klout”, I am out!

  • http://twitter.com/JesseMontano Jesse Montano

    What about Copa Airlines (based in Panama)? They have a pretty high Klout score and they are not on the list!? How was this calculated?

  • Stephane Hamel

    Nice report – to make it really invaluable it would be interesting to see if there is any kind of correlation between Klout scores and a) customer satisfaction and b) company profitability. Without that, it’s just a bragging right… social media as hardly proven a positive ROI except a few very publicized anecdotes.

  • http://twitter.com/ukmaturedating Mature Dating

    virgin would be top of my list

  • http://twitter.com/winegeeknz Mark Shaw

    No Air New Zealand @flyairnz odd

  • Ralf Ritter

    Since KLM and a couple of other airlines are non-American, I have trouble understanding these scores. All of my previous experiences with Delta were horrific. Where are Cathay Pacific, Singapore Airlines, Lufthansa, Korean Air, Asiana? I would be really interested to know more about the methodology behind these scores.

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  • Macsdiving

    It appears that this is where airlines are focussing their efforts. BA’s new campaign – “we fly to serve” is point in case – I would hope to see them on that list soon.
    I would also hope that their positive scores on the SM strategies would be mirrored in the customer experience as it clearly is not from a few comments.

  • http://www.shgiot.com/ Marina Goldstein

    Very interesting

  • Macsdiving

    its a shame but your right – it is one of the last industries that still competes on price – and the customers suffer.
    The bigger Co’s have changed (or at least trying, but i think it may be too  little too late)

  • polite request

    Not sure I understand the Klout Algorithm.

    Southwest Airlines has about 8 times as many facebook fans on it’s page than Delta, and about 10x as compared to Virgin.    And, similar on twitter.  Swa has 1.2M followers, Vigin 276k, Delta 264k.  Yet, Southwest gets a “Klout Score” of 69 versus 70 for the Delta and Virgin?  

    I get that other factors are involved, but it seems dubious that they would overcome that kind of disparity in overall fan base.  

    Please explain.

  • http://www.vmrcommunications.com Hugh Macken

    I agree it is odd. Based on the above post, it would appear Personalized Attention would explain the disparity but I was not aware personalized attention was a key part of the algorithm. If so, why is that a critical measure of *influence*? Seems to me that might be a critical factor for measuring influence of others on them. Right?

    Also, Southwest is very responsive online from what I’ve seen but apparently not nearly as attentive digitally as Delta. Klout – Am I correct in deducing the logic behind this? Can you clarify?

  • Jason

    You seemed to have missed quite a few international carriers

  • Meiji

    What is the basis of your scoring? From an “out of USA” perspective looks like you guys only see the world from one perspective: from the good old USA. What utter shite. No Singapore Airlines, Emirates, Air New Zealand, or Qatar? 

    Yawns. 

  • http://www.newlifeontheroad.com/ Lisawsdream

    Amazing but Qantas is not even on the list?

    Cheers
    Lisa
    PS- still dont get how Klout works!

  • http://www.procomputertech.com Olawale Daniel

    They’re indeed influential. Thanks for the list

  • http://twitter.com/paultj80 Paul TJ

    I fly around Europe on a very frequent basis, also to the US, Singapore and Australia and I’m shocked that BA, Qantas, Singapore Airlines and Emirates are not on there.  In fact, when I return from the US and find out my BA flight is actually being run by American or United I get really angry as they are poor in comparison.  And BA isn’t even that great compared to Singapore etc!

  • paula schuck

    The individual who said Delta has poor service is right. I travelled twice with them last year and was stunned at the terrible delays and awful public relations. They were clearly doing volume, but seemed to not care aboyt quality of service or experience. Westjet should be at the top of this list.

    @inkscrblr:disqus 
    http://www.thriftymommastips.com/

  • http://twitter.com/NeuralCorrelate NeuralCorrelate

    How can you disagree? Dislike the company all you want, but you have to admit they know how to manage a Twitter account – consumer interaction, engagement, free giveaways, “personalized attention.” Don’t be a hater, learn something.

  • http://twitter.com/NeuralCorrelate NeuralCorrelate

    While poor service is a completely valid reason to dislike a company, this isn’t measuring “Delta” as a company – it’s measuring their online influence.

  • Rodneymendez

    This list does not represent an accurate account for top airlines. Any USA citizen that has traveled internationally often, knows most US airlines would with exception to MAYBE Continental Airlines would make this list. 

  • Rodneymendez

    Virgin America would make the list but they’re not really a US company. 

  • Andrumonu

    Completely agree about drawing a correlation between Klout score and meaningful metrics – customer satisfaction at the very least

  • http://twitter.com/TechEntrprnr Tech-Entrepreneur.me

    Feeling really proud that Copa Airlines from Panama is 3rd on a worldwide list, above other big airlines :)

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    All these airlines are really providing a great services to their customers.  I also want to congratulate these airlines on their wonderful success. Hats off to all these air lines…..

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