article thumbnail

How Mobile Apps are Changing Travel in 2018

QuestionPro Audience

Experts are predicting 2018 to be the year mobile technology officially takes over travel. Mobile technology creates a completely different experience at the airport, for both the customer and airline. Airlines are looking to extend the customer experience in 2018.

Travel 294
article thumbnail

Report: 2018 Temkin Experience Ratings (U.S.)

Experience Matters

2018 marks the eighth straight year that we’ve published the Temkin Experience Ratings, a cross-industry, open standard benchmark of customer experience. When we compared individual company’s ratings with their industry averages, we found that Southwest Airlines and Georgia Power most Read More.

Report 248
Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

article thumbnail

Temkin Experience Ratings Industry Snapshot: Airlines

Experience Matters

We recently released the 2018 Temkin Experience Ratings (TxR) that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry. See our FAQs about the Temkin Experience Ratings.

Airlines 120
article thumbnail

2018 Temkin Experience Ratings: 20 Industry Snapshots

Experience Matters

We released the 2018 Temkin Experience Ratings that ranks the customer experience of 318 companies across 20 industries based on a survey of 10,000 U.S. The post 2018 Temkin Experience Ratings: 20 Industry Snapshots appeared first on Customer Experience Matters®. Here’s a link to FAQ’s about the Ratings.

Industry 159
article thumbnail

Airline Customer Satisfaction Scores Fall In 2018

CSM Magazine

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 percent year over year to a score of 73 on a scale of 0 to 100, according to the American Customer Satisfaction Index (ACSI®) 2018 Travel Report. Airline customer satisfaction declines. percent to 78.

article thumbnail

Calls for test case to be taken against airlines to set precedent

Helen Dewdney

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.

article thumbnail

Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences

Kayako

Did the comparison site or airline double book me? Which brings me neatly toward 2018’s customer service trends: Customer Service Trends 2018: Creating Effortless Customer-Centric Experiences. Bots and AI can’t be ignored when it comes to customer service trends of 2018. That’s a wrap on customer service trends 2018.