Case Study: American Airlines achieves real-time social monitoring and faster crisis response with Brandwatch Vizia

Discovering new and innovative ways to visualize social data with Vizia

American Airlines needed a more innovative, real-time way to visualize and act on its vast social conversation. Although it already operated a command center, the airline wanted clearer, faster insight into trending topics, images, and mentions so teams could improve customer service, protect brand reputation during incidents, and make social data accessible across the business.

Working with Brandwatch Vizia, American deployed 12–14 live visual scenes in its social hub—hourly topic clouds, mentions streams and image feeds—that run 24/7. The solution delivers immediate alerts, helps spot and respond to crises (e.g., a Hong Kong equipment fire and high-profile onboard incident), surfaces trends during events like hurricanes, increases internal awareness, and enables repurposing of user-generated content, resulting in faster response times, better reputation management, and stronger cross-team engagement.

American Airlines

Beth Moreland

Manager of Social Media Insights