Tweets Analysis - Keyword: @Lufthansa_DE
Overview
Total number of tweets analysed
709
Earliest tweet was on
2023-03-22
Latest tweet was on
2023-03-31
Tweets covering
9 days
Average age of authors' accounts
8 years
Summarization
Customers are complaining about numerous issues with Lufthansa, including lost luggage, technical delays, poor customer service, and difficulties with booking and refunds. Some customers are also criticizing the airline's involvement in deportation flights. Lufthansa is also facing criticism for canceling flights on Sunday due to Monday's planned strike and lack of assistance for affected passengers.
Topic Modeling
- Flight delays and disruptions (e.g. lost bags, technical issues, strikes)
- Customer service experiences (e.g. use of chatbots, AI, and human interactions)
- Issues with accessibility and discrimination (e.g. denying lounge access, lack of assistance for disabled passengers)
- Corporate responsibility and ethics (e.g. profits from deportation, lack of transparency in refunds)
- General dissatisfaction and frustration with Lufthansa's services
Emotional Analysis
The tweets express frustration, disappointment, and anger towards Lufthansa's customer service and operational issues. Many users have lost their luggage, experienced delays, and poor communication from the airline. Some users also criticize Lufthansa's handling of deportation flights and lack of support for customers affected by strikes. There is also a sense of resignation and helplessness, with several tweets expressing the need to spend hours on hold or dealing with automated bots.
Trend Analysis
- Flight disruptions and delays caused by technical issues or strikes.
- Issues with customer service and communication.
- Problems with lost luggage and baggage handling.
- Complaints about lounge access and business class services.
- Controversies and criticism surrounding the airline's involvement in deportation flights.
Types of Tweets
Number of Retweets
88
Percentage of total tweets
12%
Number of Original tweets
214
Percentage of total tweets
30%
Number of tweets that contain Mentions
709
Percentage of total tweets
100%
Number of tweets that were Replies
384
Percentage of total tweets
54%
Number of tweets that were Quotes
25
Percentage of total tweets
3%
Number of tweets that contain Hashtags
95
Percentage of total tweets
13%
Top 5 devices used to tweet
| Source | Count |
|---|---|
| Twitter for iPhone | 299 |
| Twitter Web App | 170 |
| Twitter for Android | 157 |
| follow and like and retweet | 46 |
| Qualtrics Social Connect | 22 |
What devices were used to tweet
Top 10 accounts with highest followers count
| Username | Name | Bio | Followers count |
|---|---|---|---|
| lufthansa | Lufthansa | Welcome onboard ✈️ 🧑✈️ Looking for help? Use this link to check your flight status, report delayed baggage or rebook your flights ➡️ https://t.co/Zm7GrpRqQc | 533,726 |
| hessenschau | hessenschau | Aktuelles und Gesprächswertiges aus Hessen. ➡ Impressum/Datenschutz: https://t.co/Ft9GcxjIXa | 245,304 |
| Lufthansa_USA | Lufthansa USA | Official Twitter page of Lufthansa in the United States. ✈️ 🇺🇸-🇩🇪-🌍 🔎 Flight searches: http://t.co/teYI3YWVKA ℹ️ Help and Contact: http://t.co/8IP03dZ7Ep | 165,789 |
| tapairportugal | TAP Air Portugal | Apoio ao Cliente: segunda a domingo das 8h às 24h (WET) // Customer Service: Monday to Sunday from 8h to 24h (WET). https://t.co/a4yM8w6SP3 | 95,316 |
| HistCotidianas | Historias Cotidianas | Soy Alita,#SoyAutista. Autora de dos cuentos y dos libros alejandra01aceves@hotmail.com Registro en INDAUTOR e IMPI https://t.co/Zw3X8SqZTQ | 94,763 |
| CHSievers | Christian Sievers | Evening News Anchor @ZDF German Television • Fmr Middle East Correspondent • Rookie Book Author • (Views all mine, unless I've rt'd yours / not a ZDF-account) | 76,969 |
| turi2 | turi2 | - | 45,444 |
| TUIDeutschland | TUI Deutschland | Offizieller Account von TUI Deutschland und TUI fly Germany. Updates aus unserem News Room & Geschichten aus der World of TUI. #LiveHappy // https://t.co/89pIoCbd5f | 44,009 |
| LufthansaLatina | Lufthansa Latina | Toda la información sobre Lufthansa en Argentina, Colombia y México. Horario de atención Twitter de 9 a 18 hs. | 35,189 |
| MUC_Airport | Munich Airport | Welcome to the official Twitter account of MUC ✈️ #livingideasconnectinglives https://t.co/oayrhu4Oyh | https://t.co/w4CQtd5MWT | 34,761 |
Top 10 accounts with highest friends count
| Username | Name | Bio | Followers count |
|---|---|---|---|
| 3mausimhaus | 🎻 🎼 Mo♫ika ♬aria 🎹 | Private tweets. Professor in Logistics & SCM; PhD of Scotland; Grandmom of Theo. Mom of @a0085913 and @JanineMTweets. Wife of Männe. | 7,527 |
| TUIDeutschland | TUI Deutschland | Offizieller Account von TUI Deutschland und TUI fly Germany. Updates aus unserem News Room & Geschichten aus der World of TUI. #LiveHappy // https://t.co/89pIoCbd5f | 7,004 |
| BMLoidl | BMLoidl | working, travelling - IT & China contacts - japan - Entrepreneur for Technology - politics - bicycle - mobility - klimaticket | 5,003 |
| murphyramone | 🇺🇦 Hauptfeldwebel Bateman | Antifaschist. Chemtrail-Coordinator @Team_Luftwaffe. „Links-Grün versifft“ Genussmensch. Wein, Whisk(e)y und Zigarren. Weltreisender. Follow ≠ Endorsement | 4,993 |
| AndreasAndy3131 | Andreas Grunewald | Wir freuen uns auf eine starke BVB-Saison 2022/2023!! 🖤💛✊ 🖤💛⚽️ 🖤💛🥇 🖤💛🤜🤛 | 4,704 |
| VivBWoke | VivBWoke | Normally mild-mannered human waking up to an abnormal scene. Learning to #Resist. | 4,431 |
| Reise_Blog | Reiseblog & Kreuzfahrtblog fernwehblog.net | #Reiseblog & #Kreuzfahrtblog für #Städtereise, #Reise, #Urlaub & #Kreuzfahrt weltweit. Tägl. #TVTipp #Fernweh, Reiseberichte, Tipps und mehr. #VDRJ-Mitglied | 3,789 |
| mgns | Magnus Hüttenberend | Communications in the travel industry @TUIgroup 🌍 @sungam@mastodon.social 💡 #30u30 ’16, Twitter-User 700.423 | 3,675 |
| richard_coxon | Richard Coxon 🔸🏳️🌈🇧🇪 | Frequent traveller, European Commission official, incidentally gay. Personal account! He/him | 3,425 |
| miatwidoor | Michael Wiesner | Berater für #Cybersicherheit | Interim #CISO | #Pentester | #KRITIS #ISMS #DFIR | @AG_KRITIS @GeraffelV @cbase @CCC @DARC_D23 (de|en) | 3,406 |
Most active users
| Username | Bio | Number of tweets |
|---|---|---|
| Flight_Refunds | Flight disruption, delay or cancellation in last 6 yrs? Get upto £540 compensation per person. Check your flight at https://t.co/yw8MqfIZr0 and find out in seconds | 48 |
| lufthansa | Welcome onboard ✈️ 🧑✈️ Looking for help? Use this link to check your flight status, report delayed baggage or rebook your flights ➡️ https://t.co/Zm7GrpRqQc | 18 |
| Lady_angellique | We are not just art for Michelangelo to carve. | 14 |
| holgerEichelber | PhD senior researcher in software engineering on software product lines, adaptive systems, performance analysis, Industry 4.0/IIoT | 13 |
| murphyramone | Antifaschist. Chemtrail-Coordinator @Team_Luftwaffe. „Links-Grün versifft“ Genussmensch. Wein, Whisk(e)y und Zigarren. Weltreisender. Follow ≠ Endorsement | 12 |
| profnun | - | 10 |
| meckernderArzt | Ein Leben voll mit Überstunden und unnötigem Papierkram. | 10 |
| DavidDomenic | - | 9 |
| bahahambi_m | Müde, Kaffee, Pippi. #fcsp | 8 |
| RushabhChandra3 | - | 8 |
Tweets per day
Top 10 tweets with highest Retweet count
| ID | Text | Retweet count |
|---|---|---|
| 1638671862405144578 | Para mí es un esfuerzo grande pagar un boleto de avión en Business. Una de las razones principales es estar en los Lounge en CDMX. Se me hizo muy mala onda de @lufthansa @Lufthansa_DE que no me dejaran pasar, que volviera 40 minutos después 🙄 Tache❌ #SoyAutista https://t.co/YnnclZsUwi | 8 |
| 1638895115526602752 | Flying to USA: Bags lost. Flying back home: Bags lost. 👏🏻 @Lufthansa_DE | 6 |
| 1639293109161918465 | @lufthansa @Lufthansa_DE Worst customer service by Lufthansa. Flight cancelled due to the strike on 26th and 27th March 2023, but no proper solution and alternative option given, even customer services number getting dropped immediately after playing prompt with standard message. | 4 |
| 1638556190866132997 | @jakubsawa @Lufthansa_DE @lufthansa @LH_InTouch Hope your flight doesn’t get cancelled 48 hours before takeoff - you will lose the will to live trying to get your money back. Had all the excuses so far just waiting for the next one almost at ‘dog ate my homework’ level | 3 |
| 1639314295166058507 | Meine Nacht mit dem Umbuchungs-Bot @Lufthansa_DE *oder* Was kann künstliche Intelligenz, wenn es drauf ankommt? *oder* Kundenservice2023 im live Test Ein Thread 👇 (1/6) #Streik #Lufthansa #KI | 3 |
| 1639133312777326592 | @Lufthansa_DE @lufthansa really disappointed by the service. My flight from Delhi to Munich on 27th March was cancelled this morning (from your end) and customer support is not responding to any rebooking requests. What needs to be done next? | 3 |
| 1639317366206087175 | @lufthansa @lufthansa @Lufthansa_DE @MoCA_GoI The flight number cancelled is LH763. Its been a whole day since cancellation and there is no rebooking done yet. | 2 |
| 1639195395581460481 | @lufthansa You have cancelled my flight from Manchester to Munich and your online system to find an alternative flight does not work. This is terrible service. What is happening? @Lufthansa_DE | 2 |
| 1639023544100159493 | @frankepollo @andrewmcniven @lufthansa @Lufthansa_USA @Lufthansa_DE happening to me to in US. First, flight was cancelled and I got through to customer service but they said no not cancelled. Then received an email that flight was cancelled but now I cannot get through on chat or phone. | 2 |
| 1639174409314357249 | @lufthansa @Lufthansa_DE We have been trying for 8 hours solid through the night to rebook a flight you have cancelled on us twice! You have cut us off on the phone three times and the chatbot about 9. Can you please help us? | 2 |
Top 10 tweets with highest Like count
| ID | Text | Like count |
|---|---|---|
| 1638895115526602752 | Flying to USA: Bags lost. Flying back home: Bags lost. 👏🏻 @Lufthansa_DE | 207 |
| 1639314295166058507 | Meine Nacht mit dem Umbuchungs-Bot @Lufthansa_DE *oder* Was kann künstliche Intelligenz, wenn es drauf ankommt? *oder* Kundenservice2023 im live Test Ein Thread 👇 (1/6) #Streik #Lufthansa #KI | 68 |
| 1641482719673679875 | Läuft, @Lufthansa_DE . Wir sitzen im Flieger. Durchsage nach 10 Minuten: „das technische Logbuch war noch außerhalb der Maschine. Wir wollten eine der hinteren Türen öffnen um es entgegenzunehmen, dabei hat sich leider die Notrutsche aktiviert. Nach 5h delay dann sowas. 🙃 | 56 |
| 1641513141879070741 | Love flying, this evening’s climb out from Munich courtesy of @lufthansa @Lufthansa_DE https://t.co/rOIrMVOppt | 49 |
| 1639316972969115667 | *The End* -vorläufig- Ich werde wohl auch die nächsten Stunden mit dem „KI“ Bot @Lufthansa_DE verbringen (müssen). In einer immerwährenden Warteschleife… Wie bei der Hotline 😏. (6/6) #streik #lufthansa #ki https://t.co/SJPHAOjpNH | 41 |
| 1639547057550573569 | @CHSievers @wifi_freak @Lufthansa_DE Keine Zeit verschwenden: einfach eine Aufforderung mit (angemessen) kurzer Frist an impressum_de@lufthansa.com und dann selbst das buchen, was benötigt wird. Die Kosten erstattet LH (und auch den RA, den es dafür oft braucht). #klagenhilft | 41 |
| 1641538639946715137 | Hallo @Lufthansa_DE , wir sitzen oberhalb des Gates B13 für LH455 San Francisco nach Frankfurt, der 3 Stunden verspätet abfliegt. Es wäre schön, wenn Ihr uns einen Lunch-Voucher vorbeibringen könntet. Im gesamten Security-Bereich ist nämlich kein Ansprechpartner zu finden. Danke! | 38 |
| 1639316583871922210 | Aber auch die echten Menschen @Lufthansa_DE kämpfen mit „technischen Fehlern“. Also meldet sich wieder der Bot - diesmal in Plauder-Laune… (5/6) https://t.co/seARVLD2bK | 31 |
| 1638671862405144578 | Para mí es un esfuerzo grande pagar un boleto de avión en Business. Una de las razones principales es estar en los Lounge en CDMX. Se me hizo muy mala onda de @lufthansa @Lufthansa_DE que no me dejaran pasar, que volviera 40 minutos después 🙄 Tache❌ #SoyAutista https://t.co/YnnclZsUwi | 27 |
| 1639315127873814550 | Wegen Streik am Montag streicht @Lufthansa_DE auch reihenweise Flüge am Sonntag (obwohl da nicht gestreikt wird). Die LH App ist „aus technischen Gründen nur eingeschränkt nutzbar“, aber der „Chat Assistant“ soll helfen… (2/6) https://t.co/0k7rSPPhLg | 24 |
Top 3 Languages Used In Tweets
Top 10 Hashtags used
| Hashtag | Count |
|---|---|
| #lufthansa | 35 |
| #streik | 9 |
| #fra | 6 |
| #lufthansaandyou | 4 |
| #austrianlufthansa | 4 |
| #ger | 3 |
| #wm2022 | 3 |
| #sönke31071968tor | 3 |
| #servicewüste | 3 |
| #ki | 3 |
Top 10 Hashtags Used In Tweets
Top 10 mentions
| Mention | Count |
|---|---|
| @lufthansa_de | 725 |
| @lufthansa | 268 |
| @lufthansa_usa | 72 |
| @lufthansanews | 49 |
| @murphyramone | 34 |
| @chsievers | 23 |
| @vanthoorlaurens | 20 |
| @andrewmcniven | 15 |
| @3mausimhaus | 14 |
| @lhtechnik | 13 |
Top 10 mentions
Wordcloud of Tweets
Emojis
Average number of emojis used per tweet
27
Emojis used in tweets
| Emoji | Count | Emoji Text |
|---|---|---|
| 😂 | 15 | face_with_tears_of_joy |
| 🚨 | 15 | police_car_light |
| 🙄 | 6 | face_with_rolling_eyes |
| 7️⃣ | 6 | keycap_7 |
| 🙈 | 6 | see-no-evil_monkey |
| 🙃 | 5 | upside-down_face |
| 😉 | 5 | winking_face |
| 🤣 | 5 | rolling_on_the_floor_laughing |
| 😡 | 5 | enraged_face |
| 💩 | 5 | pile_of_poo |
Emojis groups
| Emoji Group | Count |
|---|---|
| Smileys & Emotion | 101 |
| People & Body | 29 |
| Travel & Places | 29 |
| Symbols | 23 |
| Objects | 7 |
| Flags | 6 |