Americans love to tweet about their dissatisfaction with airlines
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At the other end of the scale, Southwest Airlines, which itself began life nearly 50 years ago as a deep discounter but has grown into one of the industry’s biggest players while retaining some – but not all – of its low-cost carrier character, had the smallest percentage of negative comments on Twitter: just 30%.
Of the nine carriers ranked in the analysis, Frontier was the smallest in terms of market share at 2.8% and Spirit was the second-smallest with 4.1% of the U.S. air travel market. Both are tiny in comparison with the Big Three U.S. carriers – American, Delta and United, which have market shares of 17.7%, 17.2% and 15.1% shares, respectively, and in comparison with Southwest, which has about 17.4% of the U.S. market.
Nor is it entirely surprising that Spirit and Frontier both fared poorly in InsureMyTrip’s analysis of Twitter comments. Both operate a relatively radical low fare business model that depends heavily on charging additional fees for checking, for carrying on bags, for selecting seats and for other services for which most conventional carriers never or sometimes do not charge.
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