CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first. Alaska Airlines: 74%.

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. Passenger complaints are up (& how you can get redress) Transport Focus announced in February 2018 that their latest National Rail Passenger Survey showed that only a third were happy with their last journey. How to complain about airlines.

Travel 65

Travel Transportation Consumers Airlines 65

Oracle

FEBRUARY 2, 2018

Let’s take a look at 3 customer experience innovations you can expect from video streaming services in 2018. Netflix User 2 consumes more content around romance and emotion thus is served the famous “Connie’s Wedding” scene vs. Netflix User 1’s stark Marlon Brando close-up. Airplane mode. Road trip mode.

Innovation 81

Innovation Airlines Travel Advertising 81

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

Comm100

AUGUST 23, 2018

It’s 2018, and customer expectations are changing faster than ever. Consumer patience is dwindling; we want better, more accessible products, and everything that we do seems to revolve around convenience. This blog post is not about the top customer service trends to watch out for in 2018. Who is doing this right?

Exceptional Customer Service 100

Exceptional Customer Service Customer Service Chatbots Hotels 100

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

JANUARY 22, 2018

10 Customer Experience Mistakes You Need to Avoid in 2018 by Ronak Meghani. The authors started by surveying 400,000 customers who interacted with brands in the airline and wireless industries to find out how much more customers would spend if they received better service. Here are my top five picks from last week.

Customer Service 89

Customer Service Chatbots Wireless Airlines 89

Currency Alliance

DECEMBER 18, 2017

There are of course many trends taking shape, but we thought we would take a look at what we consider to be the three top loyalty trends for 2018, and the implications of these for both brands and customers. Brands are going to have to make a real effort to be transparent with customers in 2018. Top loyalty trends for 2018: No.1

Loyalty 49

Loyalty Trends Brands Loyalty Programs 49

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

Helen Dewdney

OCTOBER 7, 2020

Airline regulator goes hush-hush – Does it want opinions or not? The Civil Aviation Authority (CAA), the UK’s airline regulator, recently launched a consultation. The ADR process is meant to ensure that passengers have a place to go to arbitrate in cases where the airline and consumer are in dispute. The OA joins Which?

Consulting 95

Consulting Airlines Transportation Government 95

CloudCherry

APRIL 5, 2019

Gartner reports from 2018 that 52% of marketers with CX responsibility expect their budgets to remain the same or decrease. Such as, The Ritz Carlton, Amazon, Apple, Costco, Footlocker, Lowes, Southwest Airlines, Google, USAA, and Netflix. However, expectations with the importance of CX is continuing to grow. Request a free demo.

Omni-Channel 278

Omni-Channel Marketing Customer Experience B2B 278

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

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

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

Helen Dewdney

OCTOBER 14, 2021

And it is not just consumers who get confused. It lists works from 2009 – 2018. 07 August 2015 discussing the new ADR directive on You and Yours predicting issues that did indeed arise not least the confusion for consumers. 23 April 2018 Landing in court with Ryanair (what you need to know!)

Consulting 63

Consulting Airlines Government Retail 63

Helen Dewdney

SEPTEMBER 27, 2018

The new Package Travel and Linked Travel Arrangements 2018 have replaced and considerably modified the former 1992 Package Travel, Package Holidays and Package Tour Regulations 1992. The new regulations came into force on the 1 st July 2018. Holidays taken prior to this will be covered by the previous regulations. Information.

Travel 56

Travel Hotels Transportation Airlines 56

Currency Alliance

JUNE 11, 2019

A 2018 Collinson study reported that 66% of financial services professionals say their bank “does not understand why customers are loyal or have a strategy to strengthen customer relationships”[i]. In 2000, UK consumer bank Halifax launched a fairly successful marketing slogan: the people that give you extra [iv]. Actually, they do.

Banking 40

Banking Loyalty Consumers Loyalty Programs 40

Interactions

SEPTEMBER 9, 2021

Consumers of all ages expect services and information at their fingertips. This streamlined approach helps save consumers both time and money, increasing satisfaction. . Being able to check in online and print boarding passes alleviated some of this stress, but airlines have taken this further in line with digitized demands.

Customer Satisfaction 62

Customer Satisfaction Company Insurance Customer Journeys 62

Beyond Philosophy

MAY 3, 2018

Airlines, technology, retail (on and offline), and even hospitals have been merging over the past twenty years. The Labor Shadow business secretary even called out the merger for creating a duopoly with Tesco (the leading British Supermarket), which would have “ unrivaled power to dominate, dictating choice and prices for consumers… ”.

Wireless 113

Wireless Competitive Advantage Consulting Airlines 113

Helen Dewdney

JULY 31, 2020

But will the UK’s airline regulator now regulate the sector properly? He begins his new job amid a crisis in the aviation sector and at a time when the regulator is failing to regulate airlines that are knowingly and deliberately breaking the law. However, that statement makes no mention of airline passengers. CAA review.

Airlines 43

Airlines Policies Consumers Travel 43

C Space

JUNE 23, 2020

This isn’t the first time for the social media giant; in 2018, the NAACP called to boycott Facebook; in 2017 and 2018, the two largest advertisers, P&G and Unilever , each told Facebook to clean up its act or they’d pull their spend. Tesla, Mozilla and Commerzbank all boycotted Facebook briefly in 2018 too.

Brands 52

Brands Airlines Policies Retail 52

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. Those who get it wrong can face a barrage of complaints and criticism on social media – witness the high profile social media backlash experienced by United Airlines last year.

Travel 49

Travel Brands Airlines Customer Experience 49

Helen Dewdney

APRIL 17, 2020

And many of these people are voicing their dissatisfaction with the poor response from their airlines. Airlines – what are they doing about refunding? Under The Package Travel and Linked Travel Arrangements Regulations 2018 you are entitled to the full refund within 14 days. What does the law say?

Travel 64

Travel Airlines Government Guidelines 64

Aveus

OCTOBER 3, 2017

Consumer Products & Services at American Express; Edward Bastian , CEO, Delta. The experience on many international airlines tops anything Delta offers, and usually at a lower price. I will qualify for Diamond in 2018. It’s so easy to make jokes about terrible airline and credit experiences. And you know what?

Airlines 100

Airlines Travel Customer Experience Advertising 100

BirdEye

OCTOBER 6, 2023

Once it’s damaged, your relationships with consumers take a hit. Any actions that lack moral integrity affect how the consumer views your services and their purchasing decisions. And consumers saw that the brand didn’t care about ethical labor standards. Your reputation is your lifeline. Managing your reputation isn’t a luxury.

Strategy 59

Strategy Social Media Airlines Software 59

Helen Dewdney

SEPTEMBER 17, 2018

In continued problems for Ryanair, the airline announced that 150 out of the 400 flights scheduled to fly to and from Germany would be cancelled on 12 September 2018, due to a 24-hour strike by pilots and cabin crew. Ryanair’s position runs contrary to a ruling by the European Court of Justice from April 2018.

Airlines 47

Airlines Travel Consumers Company 47

Helen Dewdney

APRIL 17, 2020

And many of these people are voicing their dissatisfaction with the poor response from their airlines. Airlines – what are they doing about refunding? Under The Package Travel and Linked Travel Arrangements Regulations 2018 you are entitled to the full refund within 14 days. What does the law say?

Travel 64

Travel Airlines Government Guidelines 64

Helen Dewdney

OCTOBER 22, 2020

Low-cost airline is highest in regulator’s complaints figures. Ryanair is the most complained about airline by far, according to figures recently released by the Civil Aviation Authority (CAA). The second most complained about airline, Air Transat, was not even close, with a total of only 120 complaints. [1]. Press release.

Airlines 39

Airlines Consulting Social Media Consumers 39

Helen Dewdney

AUGUST 23, 2018

Summer of 2018 sees Ryanair, CAA and AviationADR in a flying shame of failures. The Summer of 2018, like the Summer before, has seen Ryanair failing passengers trying to get to weddings, funerals, business meetings and, of course, holidays. There are six different schemes authorised by the CAA to deal with airline complaints.

Airlines 44

Airlines Retail Report Policies 44

Helen Dewdney

JULY 19, 2018

IATA says “Data from Eurocontrol shows that in the first half of 2018, Air Traffic Management (ATM) delays more than doubled to 47,000 minutes per day, 133% more than in the same period last year. 2) If your flight is cancelled or delayed for several hours – the airline must look after passengers.

Airlines 31

Airlines Travel Transportation Hotels 31

ijgolding

AUGUST 12, 2018

A customer NEED is something that is very important (rather than just desirable) and that is a necessity or a basic requirement – an airline getting you to your chosen destination on time, for example. I have always been intrigued to know exactly what is most important to us as consumers.

Customer Journeys 185

Customer Journeys Customers Airlines Social Media 185

Helen Dewdney

AUGUST 23, 2019

The consumer organisation Which? When asked about how well the airline handles complaints, half (50%) of respondents gave it the lowest possible rating. easyJet, another budget airline, came in at 79 th place, not hugely better but it was the highest ranking airline, demonstrating that Ryanair could definitely improve.

Customer Service 46

Customer Service Airlines Sports Apparel 46

Second to None

AUGUST 2, 2018

From unclean environments to terrible examples of customer service, these moments can have a permanent and poisonous impact on the perception that consumers have of your organization. In this instance, a customer who refused to give up his seat after the airline overbooked his flight was violently removed from the aircraft. 1] [link].

Brands 59

Brands Airlines Social Media Voice of Customer 59

Eptica

JANUARY 24, 2018

Date: Wednesday, January 24, 2018 Understanding your customers to transform CX. Published on: January 24, 2018. High profile CX issues, such as those suffered by United Airlines , BA and Uber all demonstrate the impact that a poor experience has on reputation and revenues. Consumer research bears this out.

Self Service 49

Self Service Multi-Channel Airlines Social Media 49

Second to None

MARCH 30, 2018

You can access the article by clicking here , or by reading below: This piece was originally published by AdWeek on March 30, 2018: “In 1997, I was flying out to San Jose, Calif., I recently had a meeting with a marketing executive from an airline. Check out the following list written by Carlos Dominguez for AdWeek.

Customer Experience 112

Customer Experience Airlines Brands Voice of Customer 112

Helen Dewdney

JANUARY 30, 2019

Consumer campaigners call for immediate changes. The consumer ombudsman system urgently needs changing. That’s the conclusion of a new report launched today by the All-Party Parliamentary Group on Consumer Protection. The whole system is a consumer disaster in the making. the issues regarding ADR in the airline sector.

System 36

System Groups Government Airlines 36

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. After taking on various roles at Deloitte, Strategy, and GSK, he has been serving as the VP of Digital & Analytics Transformation at Genpact since May 2018.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147