In social commerce, the role of shipping companies is considered essential to provide a good customer experience. The objective of this study is to analyze the impact of the COVID-19 pandemic on social commerce customers in the countries of the Gulf Cooperation Council (GCC). Our study is focused on information shared by customers on international and domestic shipping companies through Twitter. We have analysed around 335,000 Arabic and English Tweets that spanned between the months of September 2019 and March 2021 to compare the sentiment of customers before and during the pandemic. In addition, the study looked at the differences in experiences of consumers who used different languages in tweets (Arabic and English). After performing sentiment analysis on the collected tweets, we conclude that the customer experience in the GCC has dropped drastically due to delayed shipments. We also conclude that people tend to be more stressed and polarized in their tweets as the number of infected individuals increase within the region.
