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.

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. And no, they won’t pay for you to rebook on another airline.

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. Episode Overview.

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.

Cost-Cutting Airlines – Headed for Trouble!

Beyond Philosophy

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. Cheap Airlines: Low Prices!

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®.

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

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

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.

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.

{Infographic} A Contrarian View on the United Airlines Customer Nightmare

Michelli Experience

Business Customer Advocacy Customer Engagement Customer Experience customer loyalty Customer Service Customer Value Human Performance Joseph Michelli Client Experience Design Customer Experience Design Differentiation Leadership The Michelli Experience 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.

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

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.

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.

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. United Airlines.

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

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

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].

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.

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.

{Infographic} A Contrarian View on the United Airlines Customer Nightmare

Michelli Experience

The post {Infographic} A Contrarian View on the United Airlines Customer Nightmare appeared first on Joseph Michelli.

Cheap Airlines: Low Prices! Terrible Service! Can They Change?

Beyond Philosophy

airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals.

American Airlines Creating Wi-Fi Friction

PeopleMetrics

On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. American Airlines turned the Wi-Fi experience from one that was easy and enjoyable to one that is clunky and full of friction.

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.

How Airlines Handle Trump’s Surprise Travel Ban

The Upsell

The post How Airlines Handle Trump’s Surprise Travel Ban appeared first on The Upsell. Case Studies air canada airlines bloomberg british airlines british airways Delta Airlines emirates Facebook muslim president trump Social media travel travel ban trump Twitter WestjetRecently, U.S. President Donald Trump issued a travel ban to the United States for citizens of seven mostly Muslim countries – Iran, Iraq Libya, Somalia, Sudan, Syria and Yemen, for 90 days.

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

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.

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.

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

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.

Airline claim compensation letter template

Helen Dewdney

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.

In Celebration of Customer Loyalty Month, Here’s Some “Anti-United Airlines” Stories

Steve DiGioia

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.

Southwest Airlines Ranked Top for Customer Experience

CSM Magazine

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.

In Celebration of Customer Loyalty Month, Here’s Some “Anti-United Airlines” Stories

Steve DiGioia

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.

How Priority Health, Southwest Airlines and The Ohio State University approach customer experience

Vision Critical

The session featured Nathan Foco, senior director of market intelligence from Priority Health, Molly Schmied, director of market research and insights from The Ohio State University, and Virginia Russell, senior business consultant of customer intelligence from Southwest Airlines.

Reviewer After United Airlines Incident: ‘Don’t Take This Airline’

ReviewTrackers

This week: United Airlines’ customers are outraged because of the forced removal of a passenger from a plane. The video of the passenger who was violently dragged off a United Airlines flight on Sunday night has potentially damaged customers’ trust in the company.

Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer

Beyond Philosophy

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Southwest Airlines Agent Note. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.