Southwest Airlines Earns Top Customer Experience Ratings for Airlines

Experience Matters

Southwest Airlines and AirTran deliver the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on […]. 2017 Temkin Ratings Customer experience Airlines AirTran Airways Alaska Airlines American Airlines Delta Airlines JetBlue Airlines Southwest Airlines Spirit Airlines United Airlines US Airways Virgin America

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 America

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Temkin Experience Ratings Industry Snapshot: Airlines

Experience Matters

Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51st place overall out of 318 companies across 20 industries. The post Temkin Experience Ratings Industry Snapshot: Airlines appeared first on Customer Experience Matters®.

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.

Message to United Airlines CEO Oscar Muñoz

Experience Matters

As if flying isn’t enough of a hassle, United Airlines has made every passenger in every flight around the world a little more uncomfortable in their seats until the plane is in the air. Unless you’ve been hibernating from all media feeds, you’ve likely seen the video of a passenger being forcibly removed from a United Airlines flight. Customer experience United Airlines

For Airlines CX suddenly a Priority

Andrew Mcfarland

A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. Customer Experience Customer Loyalty Covid-19 Loyalty Price Supply and Demand United AirlinesTruth be told, it’s never been imprisoned.)

Southwest Airlines gets a CX kudos during Hurricane Harvey

Customer Bliss

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. Align Around Experience align around experience big moments customer experience hurricane harvey moments of customer interaction moments of truth purposeful moments Southwest Airlines wow moments

In the Competitive Airline Industry, Best Practices in CX can be Transformational

Customer Bliss

Let’s face it: the airline industry is tough. Do you remember how many airlines there were when you were a kid?) Powers North America Airline Satisfaction Study. The study shows that overall, airlines in North America have been making solid gains in customer satisfaction.

Unbelievable: Latest Airline Fiasco!

Beyond Philosophy

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. While pilots used to have a vacation year that ran from April to March, the airline is switching to a January to December schedule. Cheap Airlines: Low Prices!

Vice President of Southwest Airlines Inflight Operations, with Sonya LaCore – CB45

Customer Bliss

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. Podcast annual planning Aviation proactive recovery plan Southwest Airlines unite leadership unite the silosEpisode Overview.

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.

Glengarry Glen Ross: Automotive vs. Airlines

MaritzCX

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

Actions MUST speak louder than Words: United Airlines eat humble pie!

ijgolding

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. We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve. United Airlines.

A United Airlines Post Mortem Discussion, With Diane Magers – CB48

Customer Bliss

The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. Podcast apology apology peace process decide to say sorry United Airlines United scandalEpisode Overview. As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers.

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. We’re giving you an unmatched global network with more onboard product features, better technology and, of course, great customer service.”.

United Airlines’ Actions – Legal but Unwise

Andrew Mcfarland

Influential Factors - Harmful Commodity United AirlinesIt may be legal under carriage contracts to forcibly remove peaceful passengers from a plane, as United did earlier this week, but it’s a bad idea. Not all passengers who book tickets show up for flights. To account for this.

Video: Glengarry Glen Ross: Automotive vs. Airlines

MaritzCX

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. Automotive

Video: Glengarry Glen Ross: Automotive vs. Airlines

MaritzCX

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

2017 Customer Experience Lessons from the Airline Industry…So Far

CustomerGauge

Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […]. The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge.

Airlines, Listen up and Close the Loop with Customers

Clarabridge

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. Unfortunately, customer expectations of airlines are already low—however, all that means is one airline can easily differentiate themselves by providing thoughtful, seamless experiences, but there are two key ways to get there. The post Airlines, Listen up and Close the Loop with Customers appeared first on Clarabridge.

Airlines, Listen up and Close the Loop with Customers

Clarabridge

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. Unfortunately, customer expectations of airlines are already low—however, all that means is one airline can easily differentiate themselves by providing thoughtful, seamless experiences, but there are two key ways to get there. The post Airlines, Listen up and Close the Loop with Customers appeared first on Clarabridge.

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

One miserable [United Airlines] Customer Journey

Andrew Mcfarland

The post One miserable [United Airlines] Customer Journey appeared first on Pivot Point Solutions. Customer Experience Customer Journey Bruce Temkin Crying Baby Social Media United AirlinesOne disadvantage of being a social media Luddite is that you sometimes miss teachable customer experience moments that have wide public reach. I missed one recently that blew up social media but it still warrants a quick post. In the.

Creating Brand Loyalty in the Airline Industry

QuestionPro Audience

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. Airlines need to identify new avenues to market to a tech-savvy audience and what better way to do it than understanding their spending habits.

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.

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.

Comparing Airline Coronavirus Emails – CX Lessons

Beyond the Arc

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. “I wanted to personally reach out." But did their messaging and tone provide the reassurance they intended? And if not — how did it impact your impression of their brand? Comparing emails from Alaska, United, [.].

OneWorld – 15 Airlines – OneHeadache

Andrew Mcfarland

Customer Experience Customer Loyalty AA American Airlines BA Brand British Airways Finnair OneWorld Skyteam Alliance Star AllianceWhile code sharing is a model that should benefit customers greatly, the reality is still far from the promise. As a result, customers who benefit from one aspect of the customer experience – pricing advantages – suffer along the remainder of the customer journey. The Promise: OneWorld offers “interline ticketing between member [.].

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

Michelli Experience

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. Given the time I spend on planes traveling to speak and consult, I have a fairly positive view of the airline industry. The biggest thing we do from technology is help run the airline better [in those situations].

The Airline Passenger Feedback Paradox

Clarabridge

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. Airline customers are being heard less precisely because they are saying more. The airline problem seems desperate.

How Airlines Use NPS to Improve Their Customer Satisfaction Ratings

Retently

“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. Why do Airlines Have Low Customer Satisfaction Ratings. And it’s not that airlines are oblivious to the underlying testimony.

United Airlines Computer Outage Is Customer Service Crisis Case Study

ShepHyken

Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. And it may not be a computer glitch, but a weather problem that causes airline delays. But, what I can speak to is the general response that United Airlines made, and how it was a perfect example of what to do in a crisis situation. The post United Airlines Computer Outage Is Customer Service Crisis Case Study appeared first on Shep Hyken.

What the United Airlines Saga Can Teach Every Company

GetFeedback

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

A Contrarian View on the United Airlines Customer Nightmare (We all have a role to play)

Michelli Experience

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.”. Later I posed the question of whether Zappos would start an airline to Tony’s longtime friend and then CFO of Zappos Alfred Lin.

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.

United Airlines Needs a Lesson in Apologizing - Transforming the Customer Experience

Kristina Evey

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. To make the situation even worse, and the purpose of this post is that United Airlines issued an apology that could have been delivered by a robot… “This was a tragic accident that should never have occurred, as pets should never be placed in the overhead bin.

What Airlines Can Learn from the Theme Park Industry

Kitewheel

The customer experience for airlines is made even worse by the shrinking window for customers to reach their gate, frustration at people cutting in line, or a sense that there are not enough attendants at the front desk, gate, or any other location.