Beyond Social Media: How do internet commenters really feel about
travel
brands
Every day, companies monitor social media to find out how their customers feel. But what do people say when they can use more than 140 characters? The Diffbot Discussion API finds out what people are saying where real discussion happens: in the forums and comment sections of the web.
airlines
Which airlines are the most talked-about?
# of mentions
airline
average comment length
Which airlines do fliers love and which do they hate?
Alaska Air is a wonderful airline who treat their employees and customers with respect. The flight attendants are always smiling and the reservation agents can't help you enough. A better idea would be to have Alaska Air take over American Airlines and show them just how an airline should be operated.
I've had several craptacular Alaska experiences. Had planes show up 2 hours late, been boarded and stuck in the plane for over an hour and a half, seen someone else get tagged in their arm with a runaway drink cart because the stewart/stewartess didn't secure the drink cart for landing and it went rogue down the aisle, and once had to wait 6 hours for a flight and my compensation was a $50 voucher on my next Alaska Airlines flight (and no there was never a next Alaska Airlines flight).
Delta Airlines is one of the best in the world with many, many years of service. It started with one man, an old aircraft he used for crop dusting, and a solid determination to succeed. With Delta and Virgin sharing the Trans-Atlantic routes passengers cannot wish for a better alliance.
Delta Airlines is notorious for having shitty customer service. They're like the Comcast of airlines.
The flight cross-country via Virgin America was awesome, though my wife Michele managed to crash the in-flight entertainment system twice in two different seats. Its run off of linux, so I joked that she should just stay with Macs.
We got jacked around badly by Virgin America. Their flight was initially going to be an hour late. It was over two hours late, ruining our next connection--Which Virgin had said "no worries." We lost 24 hours due to their jacking about and ineffectual "help." It's pointless to ask me to fly with them again.
New/Old American Airlines have always had the most sour, hateful, unhappy with life flight attendants in the industry. Only difference now is that they are very OLD and overweight, but still unhappy with their lives. Drink servers and ticket takers.
Greece looks breathtaking!I am planning on visiting Greece very soon. My travel agent has been trying to book me tickets with Lufthansa. I travel only with Lufthansa because they are extremely luxurious and worth every penny i spend on my traveling.
As a 100,000 miles a year business traveller, I would avoid Lufthansa flights when humanly possible.
In the long run, maybe this means good things for the overall state of customer service. It's important for survival. And... it's nice to know that United does more than just break guitars.
After many years with United, I also will not be flying with them in 2014 and beyond. Before they ruined their Mileage Plus program, I was ok with their terrible customer service.
I love flying Southwest and I will not fly with any other airline, You are so great to your customers. I also really enjoy the upbeat and even comedic routine from the flight attendants. I have chosen to book flights with Southwest twice just this month alone and will continue. Thanks Southwest.
This isn't Herb Kelleher's Southwest Airlines any more. He's rolling over in his grave. Has been for some time now.
I am a BA executive club gold card holder and the crew are the reason I stay with BA... the crew always bend over backwards to make things right with their very limited disposal.
I always try to avoid British Airways whenever possible. A truly horrible airline.
transport
Which car options are the most talked-about?
# of mentions
brand
average comment length
Which car options do drivers love and hate?
This is going to be really a great feature for them. Sometimes when I request a ride, I need a bigger car for the five or six people I am with. Lyft is the greatest thing since sliced bread!
I still refuse to use Lyft just because of those stupid fucking pink mustaches.
enterprise rental car also has trucks and has the best customer service for both. they have a large well connected company and many trucks available to replace any problem trucks but that rarely happens.
You get robbed by ENTERPRISE! I got ripped off big time, gouging. My bank explained, everyone complains about that one. Now why don't we all know to get to Hertz? Rats!
I'm currently writing a research paper on labor movements among both taxi and ridesharing drivers, and neither are all bread and roses. But you can't blame the death of cabs just on Uber and Lyft; the Taxi industry is both a capitalist screw job of immigrants (see: the medallion system) and a regulatory nightmare. Uber and Lyft are winning because the service is significantly better for the customer, but to make cabs more appealing you would have to create a system where the dispatch and medallion-leasing companies are more answerable for the problems of its service... TLDR I hate writing research papers and am seriously conflicted about how much my non-car-owning ass loves Uber and hates DC Taxis.
How is Uber going to give back to our community? By diluting market share away from honest businesses? By giving a false sense of business ownership to anyone with a car? Would Uber be considered an employer under State and Federal employee requirements? Its more than just a false slogan of "ride-sharing."
After my agent came back to the counter I was so angry that I canceled my reservation and went to Avis who just so happened to Give me a HUGE discount and not only one but two free upgrades! I was so pleased with Avis that I won't be back.
Be aware when renting Avis vehicles. If you need roadside assistance such as a jump start and you are NOT towed you will be charged for the service. Been a faithful Avis renter for over 15 years and they pull this crap on me. Well they now have lost my future rentals at this point. Way to go AVIS I hope you are happy. Way to treat your preferred customers
I use Hertz. When my plane lands I have a text from Hertz telling me which spot my car is in and what color and model it is. The shuttle takes 7 mins and I'm pulling out of the parking garage 5 mins after that. It's ridiculously easy.
Same experience here - car rented through Hertz, was charged $31.75 for a $7 toll. Good thing is that our company has a contract with another rental company than Hertz, so next time I am using this other company, and I will tell all my colleagues to never ever use Hertz.
accommodation
Which hotel brands are the most talked-about?
# of mentions
brand
average comment length
Which hotel options do people love and hate?
We stayed in the W Hotel in Washington DC over the Easter Weekend this year. The gentleman in the reservation department spent about thirty minutes with me going over room selection and maximizing my reward. I cannot get over the level of customer service! We are Diamond Hilton Honors Members and Gold Marriott, but I would spend every night at a Starwood if I could.
The W Hotel in Austin seemed like it was built within a week. It just shot up out of nowhere. On the news this morning, they said the reason for the falling glass was the size of the brackets. They were not wide enough to accommodate expanding glass from Austin's extremely hot summers. W Hotel is just another moneymaker that's built with poor construction in order to cut costs.
Used Airbnb twice. Have to say that it is one of the best experiences we've had. The website is easy to use and navigate. You can easily communicate with your accommodation provider. I truly recommend it and it is almost always cheaper than hotels too!
Airbnb is ruining my town. Hundreds of rental units have been put into vacation rental use, many illegally. It's easy to flout the law in a small town--another thing there's a dearth of is enforcement capability.
For those with families, the Westin Princeville is a great kid friendly option on Kauai. It's 2 miles from the St. Regis and Westin guests can use the St Regis beach. The Westin has 7 pools including a great kiddie pool with a slide. Their suites have full kitchens and washer/dryers!
I had almost the same response from the Westin too. The guys at the desk were more interested in how much I would put in their pocket.
Awesome job by this entire team!! If you think they made the park look good, you should see what they do everyday at their beautiful Hyatt Place Hotel!!
Sounds a lot like the Boston Hyatt hotels that fired their whole housekeeping staff and replaced them with new workers making $8/hr and no benefits; roughly half the wage of the fired staff and loss of bennies.
I think Sheratons in Asia have great service in general. We were treated very well as regular Starwood members at Sheraton Nha Trang just last month. Got upgraded for free to an executive floor.
I finally got a break and got my hotel room. Unfortunately, I am at the Sheraton.
I have been a silver member at marriott for a couple of years now and I love their chain.
A note to conference organizers: Steer clear of Marriott. Get written statement of wifi inclusion in contract with future conference sites.
Actually, Holiday Inns are out of my price range. No way I should be paying $150 for one night. Heck, for $40 more you could stay at the Hilton, a legitimately nice hotel.
lmfao, Hilton top hotel in London, they made me paper over mould.
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