See how leading airlines are using AI to transform customer care on social media

Airlines are seriously outpacing the average brand, especially on Instagram, where the gap is very wide. The full report breaks down exact response times across Facebook, Instagram, and X, so you can see exactly where your airline currently stands against the competition in the skies.

AI-powered automation has grown drastically in the past three years, with an increasing share of Facebook conversations now resolved without any human involvement. Our report tracks this growth month by month through mid-2026.

Peak season brings a whole host of complex cases: rebookings, compensation claims, and policy exceptions that test automation differently than routine queries. The report shows how resolution rates shift during these high pressure periods.

Instagram. It’s a major high volume channel, but each platform (Facebook, Instagram, X) plays a part. The report compares volume, speed, and automation performance across all three.

It’s not about automating everything. The report includes a real airline case study showing measurable gains in engagement, efficiency, and response time after adopting a unified approach.

Emplifi publishes quarterly benchmark reporters, tracking industries across the globe. Those industries include the airline industry. In July 2026, we published our brand new Q2 2026 benchmarks report for the airline industry. You can find it here.

You can receive a free, personalized social media assessment from Emplifi. Rather than a generic automated report, Emplifi offers a live benchmarks walkthrough with a social media expert. This guided session includes:

• A comprehensive audit comparing your current engagement and growth to industry benchmarks.
• A unified snapshot of your customer analytics across all social channels.
• Personalized, actionable recommendations to strengthen your brand voice and boost your overall social ROI.

Get your free and personalized social media assessment here.