Experience Matters

JUNE 1, 2016

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 […].

Airlines 120

Airlines Customer Experience Customers Survey 120

Doing CX Right

DECEMBER 30, 2022

The mass cancellations at Southwest Airlines provide valuable business lessons. The post Avoiding Customer Disruptions: Lessons Learned From Southwest Airlines’ Cancellations appeared first on Doing CX Right. Learn and apply best practices that are in your control to mitigate disruptions impacting customer loyalty and trust.

Airlines 59

Airlines Customers Loyalty Customer Service 59

InMoment XI

JANUARY 27, 2022

To get a better look at this concept, let’s analyse a policy at an ANZ airline. With quarantine back on the table, as you would expect, airlines had to cancel their international flights and offer credits or refunds to their customers. Well, not all airlines agree. Balancing Operations and Customer Experience: A Case Study.

Customer Experience 529

Customer Experience Customers Airlines Policies 529

Customer Bliss

AUGUST 31, 2017

About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. What did Southwest do? Something great from a CX perspective.

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Airlines Customer Experience Customers Course 267

ShepHyken

JULY 1, 2022

Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. With thousands of potential routes and fares at their fingertips, airlines have to ask themselves how they can provide relevant information to individual customers.

Airlines 87

Airlines Travel Customer Experience Hotels 87

QuestionPro Audience

JANUARY 3, 2017

In order to best accommodate travelers, airlines offer several additional services where travelers can upgrade their seats, access airline exclusive lounges, and purchase in-flight food and entertainment. This gives airlines the perfect opportunity to boost their end-of-year sales numbers. Select your respondents.

Airlines 150

Airlines Loyalty Brands Loyalty Programs 150

InMoment XI

AUGUST 5, 2016

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.

Airlines 200

Airlines Customers Marketing 200

InMoment XI

AUGUST 5, 2016

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.

Airlines 200

Airlines Customers Marketing 200

InMoment XI

AUGUST 5, 2016

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.

Airlines 200

Airlines Customers Marketing 200

InMoment XI

SEPTEMBER 30, 2015

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

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Airlines Automotive Social Media Industry 200

Beyond Philosophy

SEPTEMBER 20, 2017

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. The reason for the cancellations, according to the airline, is a shift in the vacation policy for pilots. PR Nightmare!

Airlines 153

Airlines Customer Experience Customers Customer Service 153

InMoment XI

SEPTEMBER 30, 2015

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

Airlines 200

Airlines Automotive Video Social Media 200

InMoment XI

SEPTEMBER 30, 2015

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

Airlines 200

Airlines Automotive Video Social Media 200

Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Airline chatbot examples. Let’s face it. Automate flight search & bookings.

Airlines 88

Airlines Travel Customer Service Customer Experience 88

Customer Bliss

JUNE 28, 2018

Let’s face it: the airline industry is tough. Do you remember how many airlines there were when you were a kid?) To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.

Airlines 135

Airlines Customer Satisfaction Industry Customer Experience 135

InMoment XI

JULY 30, 2015

“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. 2nd steak knives.

Airlines 200

Airlines 200

InMoment XI

JULY 30, 2015

“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. 2nd steak knives.

Airlines 200

Airlines 200

InMoment XI

JULY 30, 2015

“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. 2nd steak knives.

Airlines 200

Airlines 200

Kristina Evey

MARCH 14, 2018

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. She worked for the airline. She would never insist something be done contrary to airline rules and policies. She was trained.

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Airlines Customer Experience Customers Travel 184

ijgolding

MAY 2, 2017

One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. United Airlines. Chamber Of Commerce in Washington, D.C.,

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Airlines Customer Experience Customer Centricity Customers 181

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. When it comes to the airline industry the weather, so to speak, is frighteningly challenging. In fact, I’ve often thought about opening an airline and transforming service in that industry.”. Such things as….

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Airlines Customers Customer Experience Customer Centricity 230

Customer Bliss

OCTOBER 4, 2018

Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines.

Customer Experience 176

Customer Experience Airlines Strategy Customers 176

Customer Bliss

APRIL 4, 2017

Southwest Airlines has an industry-standard approach to promoting people from within. Sonya Lacore has proudly served Southwest Airlines for 15 years, Sonya began her career as a flight attendant. Sonya has a wealth of knowledge, experience and understanding of the needs in the airline industry. Episode Overview. About Sonya.

Airlines 204

Airlines Leadership Hospitality Customer Experience 204

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.

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Airlines Customer Relationship Management Customer Experience Case Study 99

GetFeedback

APRIL 12, 2017

Countless factors led to the United Airlines failure, and countless interactions led to the public consensus that their customer experience is problematic.

Airlines 150

Airlines Company Customer Experience Interaction 150

Beyond Philosophy

JUNE 19, 2017

I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. The checked baggage fees. The snacks we don’t get anymore.

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Airlines Customer Experience Customer Satisfaction Customers 129

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 Customers Industry 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. We have seen in the UK a number of airlines offering vouchers instead of refunds for trips that passengers could not take due to the pandemic. It is not about what is easiest for the airlines.

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Airlines Customer Service Customers Poor Customer Service 58

LoyaltyPlus

MAY 11, 2022

The International Air Transport Association (IATA) estimates that global revenues for airlines were down by 44% last year when compared to 2019 figures. Fortunately, operations have resumed with airlines looking for more creative ways of re-engaging with customers.

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Airlines Loyalty Customer Relationship Management Customer Experience 52

Andrew Mcfarland

SEPTEMBER 3, 2020

A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. Truth be told, it’s never been imprisoned.) Under the category of “much ado about nothing” United decided that their approach to customers was far from appealing.

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Airlines Customers Customer Experience Loyalty 62

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. The post United Airlines: Big Data to the Rescue of the Passenger Experience?

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Airlines Data Customer Experience Travel 113

Beyond the Arc

MARCH 10, 2020

You may be hearing those words a lot lately, as many major airlines recently sent Coronavirus updates to frequent fliers. The post Comparing Airline Coronavirus Emails – CX Lessons appeared first on Blog @beyondthearc.com. But did their messaging and tone provide the reassurance they intended?

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Airlines Brands Customer Experience Communication 66

Heart of the Customer

SEPTEMBER 9, 2019

The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […].

Customer Experience 119

Customer Experience Airlines Customers Customer Journeys 119

LoyaltyPlus

MARCH 23, 2022

The saving grace for airlines has been the growth of cargo. Putting this in perspective, cargo typically constituted 10% of the airline business before the pandemic. It should therefore come as no surprise that the familiar concept of airlines rewarding agents or freight forwarders has gathered renewed momentum.

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Airlines Loyalty Customer Relationship Management Customer relationships 52

Steve DiGioia

APRIL 17, 2017

It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? The post In Celebration of Customer Loyalty Month, Here’s Some “Anti-United Airlines” Stories appeared first on Steve DiGioia and was written by Steve DiGioia. Not usually a big deal, I sneeze in threes.

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Airlines Loyalty Customers Hotels 133

Michelli Experience

APRIL 25, 2017

Unlike walking, driving, or riding a bicycle – train, cab, boat, and airline passengers rely on others to get them to their destination safely and on time. For airline customers, that reliance occurs in a metal tube at 30,000 feet. Customers must yield control. Customer alcohol use. High volumes of customers served.

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Airlines Customer Experience Customers Travel 100

InMoment XI

NOVEMBER 2, 2022

Think of your favorite airline, or an airline that has developed a “good” mobile application. These airlines knew it would be easier and more convenient for their customers to be able to check-in for a flight when they were on the go.

ROI 493

ROI Customer Experience Return on Investment Call Center 493