Trending Sources

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.

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.

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.

Airlines Are Changing the Way They Listen To Their Customers


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.

Glengarry Glen Ross: Automotive vs. Airlines


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

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.

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.

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

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.

What's Fueling Customer Complaints with Airlines

Think Customers

More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9

Ryanair ‘always getting better’ – has the world’s largest international airline really changed?


Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. Some say that I am easily confused!

5 Steps to Your Best Complaint Response Letter – with Powerful Examples From JetBlue, American Airlines and JCPenney

Myra Golden

Take a look at this outright apology from JetBlue Airlines after a major service mishap. Excellent Problem Response Letter From American Airlines. One of the things I do in my practice is write the templates for complaint response letters for some of world’s most renowned brands.

3 Customer Service Lessons We Can Learn from United Airlines F up


United Airlines is a company that proves that aviation disaster can happen before the plane goes up. As you might suspect, the whole situation caused a social media outrage over United Airlines, however, as time has passed, everyone stopped talking about it.

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.

3 Examples of Change for the Better in Airlines

Beyond Philosophy

There have been many great stories in the past couple of months about airlines doing what was right by their Customers. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game.

Q&A With Ryan C. Green, Managing Director Customer Strategy And Development, Southwest Airlines


In the airline industry, Southwest is no stranger to customer experience accolades. Q&A with Ryan Green, Managing Director Customer Strategy & Development, Southwest Airlines. A: Southwest Airlines has always been focused on the Customer. As a result, we now fly more passengers domestically, increased our airports served dramatically and Southwest Airlines'' Customer complaints are the lowest in the industry. southwest airlines.

3 Ways American Airlines Can Win Customers

Think Customers

After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system.

U.S. airlines improving customer service?

Service Untitled

The trade industry organization Airlines for America has reported customer service for airlines improving in three different areas. airlines have had the best on time arrival rates – up by 85.07 According to the Department of Transportation, Hawaiian Airlines scored 92.8

Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA)


United Airlines ties $500,000 CEO bonus to customer satisfaction results We have all read and seen the news and videos regarding United Airlines’ recent customer service debacle.

Addressing the United incident, Part 1

Customer Bliss

I am also very interested in, and have been waiting to see how United will also reach out to their customers to address and begin to repair their potential concerns as a customer of the airline.

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


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.

This Is What an Epic Customer Experience Fail Looks Like


We booked our flight through US Airways , but all our flights were operated by American Airlines. It should be noted it was booked this way through the airline, meaning we weren’t cobbling together two flights. The airline sent us this confirmation. Spring Break!

Challenges of Understanding the Customer Journey End-to-End


Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic.

Coffee, Tea or Laptop?


Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. Airline personnel get angry. And, that goes for all other airline personnel. Let me emphasize that this is not the airlines fault.

Customer-Obsessed Service

Customers Rock!

And when things go wrong, customers often flock to social media to air their grievances; a perfect example is the article I recently co-authored for Forbes Online, with Mark Fidelman , about the Southwest Airlines 3 Million Fan Flash Sale fiasco.

Have a nice day! Is the US better than the rest of the world when it comes to Customer Experience?


The cabin crew on my American Airlines flight to Miami were…. As I boarded my American Airlines flight back to Heathrow, I was almost disappointed – disappointed that I had not really encountered a ‘Ritz Carlton’ like ‘Magic Moment’ to share in my blog.

Lack of professionalism from airline attendants reflects badly for customer service

Service Untitled

In this situation however, the plane turned around and passengers had to wait for hours while the airlines searched for a replacement crew. In fact, in 2010 American Eagle was dubbed “America’s Meanest Airlines.” airlines improving customer service?

Lack of Common Sense: Continuing to Destroy Customer Experiences Around the World!


Unless you have been living in a cave with no access to Wi-Fi, it can not have escaped your notice that United Airlines have come in for some rather heated criticism lately. I don’t know about you, but I will actively avoid using United Airlines for the foreseeable future.

Customer service ratings for airlines during Hurricane Irene

Service Untitled

Depending upon the airline a passenger chose, a lot of customer service left much to be desired considering hundreds of thousands of airline, rail and bus passengers were slated to be grounded as Hurricane Irene swept up the East Coast. Curious as to how the airlines responded?

The 90’s called, and they want their survey back.


On my favorite airline, and I’m a patriotic points collector. That happened when I got emailed a survey from the airline. Would I recommend the airline to others? Uncategorised airline bad customer experience survey

Airline Twitter Responsiveness: Who Earned the Eldorado and the Steak Knives


“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

{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.

Explaining the power of customer expectation: stories of splashing sinks, free tea and broken curtains!


Last week I had very high expectations of three particular organisations – the W Hotel in Leicester Square; Scandinavian Airlines (SAS); and the Admiral Hotel Copenhagen. I was excited to fly to Copenhagen with Scandinavian Airlines (SAS).

Norwegian – Customer Experience Review


Airlines of Europe beware!! If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. Norwegian is an airline that has been in existence since 1993.

People – Never Underestimate How Important They Are in the World of Customer Experience


I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other.

Do your people ‘make’ your Customer Experience? Monarch & Specsavers believe theirs do!


Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Customer retention and loyalty CX Leadership People employee engagement John Perkins Monarch Airlines people engagement Specsavers

Quick guide to lost luggage – your rights

Helen Dewdney

If your luggage is lost or damaged you should be able to claim from the airline. Airlines will usually deal with these issues on a case by case basis. To make a claim you must then contact the airline in writing: Lost/stolen/damaged luggage – within 7 days.