Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. It has already generated interest from other airlines, including international ones. WhatsApp chatbot and check-in.

Airlines 99

Airlines Case Study Chatbots Call Center 99

Experience Matters

MARCH 19, 2015

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. It was also one of only five industries to improve its rating over the past year, increasing its average by 1.2

Airlines 120

Airlines Customer Experience Industry Customers 120

Helen Dewdney

MARCH 7, 2022

Many airlines have not treated customers well, such as British Airways taking advantage of the law not being clear on refunds. If the carriers want consumers to flock back to the skies, they will have to treat them fairly. We certainly saw consumer patience wane. It is not about what is easiest for the airlines.

Airlines 57

Airlines Customer Service Chatbots Poor Customer Service 57

Michelli Experience

AUGUST 22, 2017

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. In fairness, other airlines have faced similar flight delays due to computer-related “glitches” during the same time frame. Overbooking and United’s Technology Initiatives. Data Mining and Analytics.

Airlines 113

Airlines Data Travel Consulting 113

eGain Blogs

JUNE 24, 2022

These are not subjective awards—they are based on quantitative data gathered from tens of thousands of consumers on the customer service experiences of leading brands. Airlines: 2 of top 4. 1 rank in Services: Transportation and travel – Low-cost airlines. #1 1 rank in Services: Transportation and travel – Low-cost airlines. #1

Consumers 87

Consumers Airlines Transportation Banking 87

Helen Dewdney

JUNE 12, 2022

This week on The Complaining Cow Consumer Show I spoke with Linda Reynolds, a Personal Travel Agent. We covered a wide range of topics, including: What is the media reporting about airline travel. What is actually happening with airline travel. Talking Travel chaos – Summer 2022. Whether people are still booking holidays.

Consumers 58

Consumers Travel Airlines Report 58

QuestionPro Audience

JANUARY 3, 2018

Companies are using their mobile applications to reach the consumer directly, therefore eliminating the uncertainty that has existed when previously booking travel. . Mobile technology creates a completely different experience at the airport, for both the customer and airline.

Travel 294

Travel Airlines Consumers Loyalty 294

Helen Dewdney

OCTOBER 7, 2021

The investigation, which was launched in June 2021, looked into the two airlines which were not refunding the cost of flights that went ahead when was not legal for people to travel. In the past, where airlines have tried to get out of paying refunds and test cases have been brought a precedent has been set. Law not clear. Precedents.

Airlines 50

Airlines Travel Policies Groups 50

Conversocial

JULY 14, 2021

We aim to offer insight into the shift towards digital customer conversations and how brands can anticipate surges or recognize patterns in consumer habits that will help them create better experiences, leading to a happier customer and longer-lasting relationships.

Airlines 59

Airlines Data Trends Consumers 59

ijgolding

SEPTEMBER 2, 2015

Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. Love them or hate them, no-one can ignore the hard, simple facts. It has not all been plain sailing though.

Airlines 120

Airlines Travel Financial Customer Experience 120

ShepHyken

AUGUST 18, 2021

We surveyed 1,000 consumers in the U.S. If I had to book a flight on an airline, why would I choose one over another? Most airlines, at least the major carriers, are close in price and offer similar frequent flier programs, so let’s take those out of the decision process. That leaves airline schedules, seat availability, etc.

Airlines 172

Airlines Customer Experience Survey Customer Service Training 172

Kayako

DECEMBER 8, 2016

Word of mouth marketing is one of the most valuable forms of marketing with 92% of consumers believing recommendations from friends and family over all forms of advertising. ” Companies assume bad customer service is a cause of customer churn; and that word of mouth heavily influences consumer decision making. The results.

Consumers 120

Consumers Customer Service Poor Customer Service Airlines 120

CSM Magazine

OCTOBER 5, 2018

Recent research by YouGov for Pegasystems reveals some interesting insight into how businesses can drive consumer satisfaction through customer service. The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become.

Airlines 40

Airlines Customer Service Travel Survey 40

NetBase

FEBRUARY 7, 2020

And it has consumers and investors talking, while creating a host of opportunities for the airline. based airline to set this goal, though UK-based EasyJet threw its hat in the ‘carbon neutral ring’ first , this past November. And looping back to the consumer impact, we see lots of opportunity there as well.

Consumers 67

Consumers Airlines Trends Social Media 67

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. This is not good.

Airlines 40

Airlines Feedback Study Hospitality 40

Helen Dewdney

MAY 28, 2017

The British Airways IT debacle, has caused more than a third of British Airways flights from Heathrow to be cancelled due to the airline being hit by a computer system power failure on Saturday. The BA CEO said in the online video that it would refund those who decided not to travel or chose to use another airline.

Airlines 0

Airlines Travel Hotels Insurance 0

Experience Matters

MARCH 20, 2018

consumers to rate their recent interactions with 318 companies across 20 industries and then evaluated their experiences across three dimensions: success, effort, and emotion. When we compared individual company’s ratings with their industry averages, we found that Southwest Airlines and Georgia Power most Read More.

Report 248

Report Airlines Industry Consumers 248

CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries.

Airlines 40

Airlines Customer Experience Effort Score Wireless 40

Helen Dewdney

MAY 13, 2019

How to complain about your train, airline, bus, tube, ferry or cruise. How to complain about airlines. Airline compensation rates and claim letter template how much you can claim and a template letter to make it easy to claim. Landing in court with Ryanair (what you need to know about airlines and ADR too!)

Travel 65

Travel Transportation Consumers Airlines 65

Beyond Philosophy

MARCH 5, 2015

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.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

The DiJulius Group

JANUARY 24, 2023

One company eliminates their customer service, another starts charging patients for messages in amounts that would make most consumers say “Ouch” not to mention “You’ve gotta be kidding me!” Frontier Airlines. ” Unfortunately, this trend is affecting a wide variety of businesses across industries.

Customer Service 101

Customer Service Airlines Trends Groups 101

Helen Dewdney

AUGUST 7, 2020

What is the effect of COVID-19 on consumer complaints? Every year Ombudsman Services conducts a survey on how consumers are complaining for its Consumer Action Monitor report. Were consumers more tolerant during lockdown? Airlines aside!). in the period pre lockdown to only 0.95 Complaints in the near future.

Consumers 51

Consumers Tourism Airlines Insurance 51

CSM Magazine

DECEMBER 14, 2022

The evolution of technology and consumer expectations has made the notion of 9-5 customer service somewhat outdated, and digital strategies will play a key role in modernising a business’ approach to customer communication and improving the experience.

Call Center 52

Call Center Airlines Chatbots Travel 52

Helen Dewdney

JANUARY 31, 2022

Will changes bring fairer system for airline passengers? Aviation Consumer Policy Reform consultation. Genuine redress and goodwill gestures should be proportional to the amount spent but the current regulations do not take this into account and therefore low cost airlines are hardest hit. ADR in the airline sector.

Government 59

Government Airlines Travel Consulting 59

ShepHyken

MARCH 10, 2024

But brands in touch with consumer realities are also waking up to the power of “customer empowerment” as a lever for their CX strategy. Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. My Comment: A self-service experience falls under at least two categories.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Helen Dewdney

JUNE 12, 2017

It would appear that many airlines like to make it difficult for passengers to claim for compensation and redress for delayed or cancelled flights. Compensation for delays is only due on flights in the EU or when using an EU airline arriving two hours or more late. EU Compensation. Exchange rates correct at July 2017. Other redress.

Airlines 34

Airlines Hotels Travel Banking 34

Currency Alliance

JUNE 1, 2020

This isn’t just a casual observation, but a sign of a widespread consumer trend which every loyalty marketer should be thinking about. Consumers are becoming a lot more deliberate in their pursuit of pleasure – but also a lot more deliberate in other spending categories. One year ago, there might have been 2 people in 50.

Loyalty 72

Loyalty Consumers Marketing Loyalty Programs 72

QuestionPro Audience

MAY 18, 2018

But as a generation that is on the cusp of surpassing baby boomers as the nation’s largest living adult generation , it’s important for brands to take notice of the trends they’re setting as consumers. From there, they can decide which airline to fly, and where they’ll stay. Millennials are forging new norms for the travel industry.

Travel 186

Travel Airlines Transportation Guidelines 186

Conversocial

AUGUST 17, 2021

At Conversocial, the majority of our partners in the transport sector fall within two categories - airlines and train operators. It’s going to be months, probably years, before it returns to pre-pandemic levels. If it ever does.

Travel 52

Travel Transportation Airlines Consumers 52

Experience Matters

MARCH 24, 2017

UPS delivers the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings. We recently released the 2017 Temkin Experience Ratings that ranks the customer experience of 331 companies across 20 industries based on a survey of 10,000 U.S.

Customer Experience 180

Customer Experience Airlines Industry Survey 180

Helen Dewdney

JULY 22, 2022

The Denied Boarding Regulation (261/2004 EC) applies to passengers departing from an airport within the EU, whatever the airline is. The airline must look after you. If you are delayed overnight, the airline must provide you with a hotel and travel to and from it. Can I get a flight with another airline?

Airlines 52

Airlines Travel Consumers Hotels 52

GetFeedback

NOVEMBER 25, 2019

Airlines: 73%. Consumer Shipping: 78%. A new list of benchmarks is published each year by ACSI, with minor quarterly updates. . Below is the complete list of the newest CSAT benchmarks. Ambulatory Care: 77%. Apparel: 79%. Athletic Shoes: 79%. Automobiles and Light Vehicles: 82%. Banks: 81%. Breweries: 85%. Cellular Telephones: 79%.

Customer Satisfaction 293

Customer Satisfaction Industry Effort Score Apparel 293

NetBase

FEBRUARY 28, 2019

Geography is an important social analytics metric – that’s why we venture near and far in our quest to understand consumer love for brands. We analyzed a number of Australian industries, including: Retail, Financial Services, Telecommunications, Food & Beverage, Airlines, Gaming, Media, Energy, Consumer Products, and Automobiles.

Report 40

Report Consumers Brands Airlines 40

NetBase

JULY 17, 2020

Differentiating your brand requires next level consumer understanding. Capturing consumer verbatims to see precisely what they love and hate. For example, an airline company could create themes for “baggage complaints,” “flight delays,” or “facility complaints.” Let’s see why!

Consumers 52

Consumers Analytics Social Media Analysis 52

Helen Dewdney

APRIL 13, 2020

In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? My flight was cancelled and the airline is only offering a credit note to be used on another flight. Many airlines are trying this trick. Coronavirus has brought chaos to the world.

Travel 108

Travel Airlines Transportation Hotels 108

Talkdesk

MAY 6, 2015

Similarly, enterprises across all verticals need to keep customer satisfaction at an all-time high to make sure consumer sentiment across the internet remains positive—as word of mouth is everything. It seems it’s hard to scour newsfeeds today without complaints about the airline industry. Allow Callers to Help Themselves.

Airlines 40

Airlines Call Center Customer Satisfaction Software 40

Helen Dewdney

APRIL 13, 2020

In its path consumer travel plans have been disrupted indefinitely, so what are your rights and what can you do when companies won’t play ball? My flight was cancelled and the airline is only offering a credit note to be used on another flight. Many airlines are trying this trick. Coronavirus has brought chaos to the world.

Travel 108

Travel Airlines Transportation Insurance 108