Trending Sources

Airlines Are Changing the Way They Listen To Their Customers

MaritzCX

In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers. Furthermore, for many frequent flyers the airline reward programmes that include upgrades and free flights are. View Article

Glengarry Glen Ross: Automotive vs. Airlines

MaritzCX

Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media?  We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. christravell

Southwest Airlines, Alaska Airlines, and JetBlue Earn Top Customer Experience Ratings for Airlines

Experience Matters

Southwest Airlines, Alaska Airlines, and JetBlue Airlines deliver the best customer experience in the airline industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […]. 2016 Temkin Ratings Customer experience Alaska Airlines American Airlines Delta Airlines JetBlue Airlines Southwest Airlines Spirit Airlines United Airlines US Airways Virgin Americaconsumers.

OneWorld – 15 Airlines – OneHeadache

Andrew Mcfarland

Customer Experience Customer Loyalty AA American Airlines BA Brand British Airways Finnair OneWorld Skyteam Alliance Star AllianceThe Promise: OneWorld offers “interline ticketing between member [.].

3 Examples of Change for the Better in Airlines

Beyond Philosophy

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game. So three things that are going better in the Airline industry before. It’s unpleasant for everybody.

JetBlue and Southwest Lead Airlines in Customer Experience

Experience Matters

Overall, the airline industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 12 th place out of 20 industries. Southwest Airlines came in second with a rating of 72%, placing it 89 th overall. At the other end of the spectrum, Spirit Airlines , which made its debut on the ratings this year, was the lowest-scoring company in the industry. consumers.

3 Ways American Airlines Can Win Customers

Think Customers

After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system. There’s more… To read the rest of this blog posting click here or visit www.1to1Media.com/weblog.

Q&A With Ryan C. Green, Managing Director Customer Strategy And Development, Southwest Airlines

Forrester

In the airline industry, Southwest is no stranger to customer experience accolades. Q&A with Ryan Green, Managing Director Customer Strategy & Development, Southwest Airlines. Q: When did your company first begin focusing on customer experience? Why? A: Southwest Airlines has always been focused on the Customer. As a result, we now fly more passengers domestically, increased our airports served dramatically and Southwest Airlines'' Customer complaints are the lowest in the industry. southwest airlines. Read more Categories: Customer Experience.

U.S. airlines improving customer service?

Service Untitled

The trade industry organization Airlines for America has reported customer service for airlines  improving in three different areas. Travelers are always interested in improved customer service, so therefore any news in the airline industry is always considered good news, but alas have there really been improvements or is it just better defined as happenstance? drop from 2010.

This Is What an Epic Customer Experience Fail Looks Like

360Connext

We booked our flight through US Airways , but all our flights were operated by American Airlines.  It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The AIRLINE changed both flight times in the months between booking and leaving. Since The airline sent us this confirmation. Spring Break! Fun in the sun!

Challenges of Understanding the Customer Journey End-to-End

360Connext

Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic. I’ve flown Virgin Atlantic back and forth to London a couple of times in 2014. Don’t fool yourself! ” Click To Tweet. Or both?

Lack of professionalism from airline attendants reflects badly for customer service

Service Untitled

In this situation however, the plane turned around and passengers had to wait for hours while the airlines searched for a replacement crew. In fact, in 2010 American Eagle was dubbed “America’s Meanest Airlines.” According to the airline’s press release, the employees were meeting with their supervisor the next day. airlines improving customer service?

Customer-Obsessed Service

Customers Rock!

And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I recently co-authored for Forbes Online, with Mark Fidelman , about the Southwest Airlines 3 Million Fan Flash Sale fiasco. Customer experience Customer service social media Forbes Mark Fidelman Southwest Airlines The Hidden Power of Your CustomersExpectations.

Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience?

ijgolding

The cabin crew on my American Airlines flight to Miami were…. As I boarded my American Airlines flight back to Heathrow, I was almost disappointed – disappointed that I had not really encountered a ‘Ritz Carlton’ like ‘Magic Moment’ to share in my blog. I think it is fair to say that the US is first to adopt and introduce many ‘things’ to the world. as an idea…. is the simple answer.

Customer service ratings for airlines during Hurricane Irene

Service Untitled

Depending upon the airline a passenger chose, a lot of customer service left  much to be desired considering hundreds of thousands of airline, rail and bus passengers were slated to be grounded as Hurricane Irene swept up the East Coast. National airlines and their regional affiliates from Washington to Boston scrubbed almost all of their flights because of the ominous forecast.

The 90’s called, and they want their survey back.

AskNicely

On my favorite airline, and I’m a patriotic points collector. The airline did a poor job of sorting it out and I was disappointed because there were things that could have been handled better (mainly that my bag had got wet, left on a frozen runway somewhere for two days in the rain and then returned to me as a block of ice. I’m not making this up). I was still loyal, just disappointed.

Airline Twitter Responsiveness: Who Earned the Eldorado and the Steak Knives

MaritzCX

“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. airlines into animpromptu Twitter response time contest. On Friday, July 25th at precisely 8:44am I invited all the major U.S. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. First to respond gets bragging rights. 2nd steak knives. 3rd u. View Article

Do your people ‘make’ your Customer Experience? Monarch & Specsavers believe theirs do!

ijgolding

Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Customer retention and loyalty CX Leadership People employee engagement John Perkins Monarch Airlines people engagement SpecsaversDo your people ‘make’ your company? Do your people ‘make’ your Customer Experience’? Wow again.

Broken Promises: United Airlines Edition

Kerry Bodine

On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. The email read, “‘Friendly’ now means more than it ever did. It means being user‑friendly. In other words, flyer‑friendly. Jenny then nicely added that she was 1K. More onboard product features”?

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!

ijgolding

Last week I had very high expectations of three particular organisations – the W Hotel in Leicester Square; Scandinavian Airlines (SAS); and the Admiral Hotel Copenhagen. Hotels were not the only brand to fail to meet my expectation last week. I was excited to fly to Copenhagen with Scandinavian Airlines (SAS). Last week was as manic as they get for me. Whose glass is this?

Norwegian – Customer Experience Review

ijgolding

Airlines of Europe beware!! If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. Norwegian is an airline that has been in existence since 1993. It was not until 2008 that is started to make waves in the airline industry with the delivery of a new fleet of aircraft.

People – Never Underestimate How Important They Are in the World of Customer Experience

ijgolding

discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. At the centre of the chaos was a human – not an employee of SAS – the airline who had caused the problem was nowhere to be seen. They are a business that appreciates the importance of people.

Quick guide to lost luggage – your rights

Helen Dewdney

If your luggage is lost or damaged you should be able to claim from the airline. Different airlines have different rules, but as a general rule of thumb, the CAA says airlines often don’t automatically consider themselves liable for consequential losses and so the only way you could enforce a request if the airline initially refuses to do so, is in court.

What happens if your company overreacts? Your customers exert unnecessary effort!

ijgolding

Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. The air traffic control issue was in no way connected to any airline. My Gatwick flight was still unaffected.

The Ultimate Cheat Sheet on How to Write Complaint Response Letters to Customers

Myra Golden

Take a look at this outright apology from JetBlue Airlines after a major service mishap. Excellent Problem Response Letter From American Airlines. Apologize. Making an apology to customers after things go wrong is positively related to satisfaction with the recovery. When a service employee apologizes to a customer, she conveys politeness, courtesy, concern, effort, and empathy.

Airlines Are Changing the Way They Listen To Their Customers

MaritzCX

In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers. Furthermore, for many frequent flyers the airline reward programmes that include upgrades and free flights are. View Article

Cheap Airlines: Low Prices! Terrible Service! Can They Change?

Beyond Philosophy

airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. American Airlines ranked ninth out of the nine carriers rated, and budget carrier Spirit Airlines came in eighth.

This Mishandled Customer Service Complaint Has Been Seen Over 15 Million Times! - Frank Reactions

Tema Frank

United Airlines Paid a Big Price For This Customer Service Screw-Up! Book: PeopleShock Customer Service / Customer Experience Frank Reactions Podcast Shows Social Media #cx airlines cem customer service Dave Carroll United United Breaks Guitars viralIf you haven’t heard Dave Carroll’s United Breaks Guitars song, start here: I’m one of a great many speakers who use this video to show how NOT to handle a customer … Continue Reading → The post This Mishandled Customer Service Complaint Has Been Seen Over 15 Million Times!

Video 23

Killer Customer Service, or Customer-Killer Service?

Customers Rock!

A friend of mine has been a member of a particular airline’s frequent flier program (we will call this major US airline, AirlineX) for a number of years. This friend had earned enough miles for a free trip to Europe but hadn’t been able to fly AirlineX for awhile since his company now required him to fly the cheapest option (which this airline never was).

Don’t Tell Me How to Do My Job!

ShepHyken

have high status on several airlines and one of the perks the airlines offer to their frequent fliers with “status” is to fly standby for earlier flights at no charge. explained that this was one of the perks of flying a lot on the airline. Customer Experience Customer Relationships airline industry deliver an amazing customer experience empathy in customer service

Stellar Customer Experience: Is Unconscious Bias Ruining Service?

Kate Nasser

Customer Service Hot Topics and New Bits age airline bias call center contact center customer Customer Care customer experience discrimination gender racial retail service Ultimate Customer ServiceIs unconscious implicit bias ruining your otherwise stellar customer experience & service? Examples and insight from Kate Nasser, The People Skills Coach™. appeared first on KateNasser.com.

5 Top Customer Service Articles For the Week of October 3, 2016

ShepHyken

Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. Each week I read a number of customer service articles from various online resources.

Video: Glengarry Glen Ross: Automotive vs. Airlines

MaritzCX

Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media?  We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Until next time. christravell

What is the Purpose of Customer Satisfaction Surveys Anyway?

MaritzCX

Recently I completed a customer satisfaction survey for United Airlines after a particularly bad experience even by airline standards. actually wanted to be contacted by the airline, but there is no place in their survey for a hot alert (request to be contacted). Instead at the end of their survey it says, “Comments or issues. View Article

Service so subtle

Customer Enthusiast

Too often, exceptional customer service is associated with breathless, over-the-top actions by employees that capture headlines such as Ritz-Carlton’s Joshie the Giraffe , Morton’s Steakhouse airport delivery , or Frontier Airlines’ pizza delivery. customer Frontier Airlines heroics Morton''s Steakhouse Ritz-Carlton subtle Uncommon Service They’re much more subtle than that.

Airline Twitter Responsiveness: Who Earned the Eldorado and the Steak Knives

MaritzCX

“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. airlines into animpromptu Twitter response time contest. On Friday, July 25th at precisely 8:44am I invited all the major U.S. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. First to respond gets bragging rights. 2nd steak knives. 3rd u. View Article

Will Air Canada Ever Understand Customer Service? - Frank Reactions

Tema Frank

Blog Book: PeopleShock Customer Service / Customer Experience Process Strategies #cx Air Canada airlines Canada customer experience customer service marketing West JetMy husband is on long distance flights about twice a month. He’s had super-elite status with Air Canada for years. I’ve been an Aeroplan member since the plan began, but it is true that I don’t fly nearly as often … Continue Reading → The post Will Air Canada Ever Understand Customer Service? appeared first on Frank Reactions.