Last updated: 10:14 AM ET, Thu March 19 2015

Travel Companies Ranked on Best Social Media Practices

Travel Technology | Ryan Rudnansky | March 19, 2015

Travel Companies Ranked on Best Social Media Practices

Social media marketing is more important than ever before.

On Thursday, Engagement Labs, the technology and data company, released the social media rankings of the top performing hotel chains, airlines, online travel agencies (OTAs) and metasearch sites.

The rankings are based on Engagement Labs’ eValue scores, which take into account three factors: Engagement, Impact and Responsiveness.

The top three hospitality companies on Twitter are (in order) Hyatt Hotels, The Ritz-Carlton Hotel Company and Trump Hotel Collection. Hyatt was highlighted for using highly visual vacation-related content and the use of creative hashtags.

The top three Facebook marketers in the hotel industry are The Ritz-Carlton Hotel Company, Mandarin Oriental Hotel Group and Country Inns & Suites by Carlson. Ritz-Carlton stood out based on its regular engagement with travelers and its posting of images and facts of its resorts.

“As social media is increasingly becoming an all-purpose communication tool, the hotel industry excels by providing real-time information to their customers on their social media channels,” said Bryan Segal, chief executive officer of Engagement Labs, via a release. “Companies like The Ritz-Carlton Hotel Company and Hyatt Hotels utilize their social media channels to provide up-to-date resort news and industry information as a one stop shop for their audiences.”

American Airlines, United Airlines and Alaska Airlines led carriers in Twitter marketing. American Airlines also was No. 1 in Facebook marketing, followed by Island Air and Delta Air Lines.

On Twitter, American Airlines was adept at responding to consumer postings and weaving in topical news and events to drive interest, according to Engagement Labs.

On Facebook, American Airlines received a high eValue score for updating travelers on company information and relating major news and events back to the airline industry (to celebrate Women’s History Month, the major carrier asked Facebook followers to share stories about female American Airlines members who exemplified premier customer service).

In terms of the travel aggregators (OTAs and metasearch sites),, OneTravel and CheapOair were the top Twitter marketers (parent company Fareportal owns both OneTravel and CheapOair). was highlighted for using Twitter to dish out the latest deals and promotions, as well as posting travel tips and trivia to boost engagement., Orbitz Worldwide and Travelocity were the top three Facebook marketers. scored highly in large part because the site posted articles that included travel ideas, tips for things to do in particular destinations, and contests for their followers to win trips to different destinations.

Travelers on social media “want convenience, trusted brands and good deals,” Segal said. “Social media is a key resource to help consumers navigate the complexity of travel today. We see marketers optimizing social channels to enhance user experience, customer satisfaction and develop trust and loyalty with their audiences.”

Engagement Labs’ eValue Analytics leverages more than 300 conventional social media metrics to produce a single benchmarked score, analyzing more than 75,000 handpicked, verified brands that include marketers, advertisers, publishers and broadcasters around the world.


You may use your Facebook account to add a comment, subject to Facebook's Terms of Service and Privacy Policy. Your Facebook information, including your name, photo & any other personal data you make public on Facebook will appear with your comment, and may be used on Click here to learn more.

Enterprise Rent-A-Car: Treating Customers Special

Car Rental & Rail