Blake Morgan

MAY 29, 2023

What does it take to be regularly recognized as the best airline in the world? With its five-star service and excellent amenities, Emirates goes against airline industry trends to invest in customers and provide an impeccable experience. The post 5 Customer Experience Strategies From Emirates Airlines appeared first on Blake Morgan.

Customer Experience 59

Customer Experience Airlines Strategy Customers 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.

Airlines 267

Airlines Customer Experience Customers Course 267

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

Blake Morgan

JANUARY 16, 2023

Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision – and it has culminated in a very public PR nightmare. Most airlines recovered after two days. A week after the winter storms ended, the airline has still not recovered. Southwest Airlines is known as the affordable fun airline.

Airlines 59

Airlines Employee Experience Customer Experience Travel 59

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

Blake Morgan

AUGUST 8, 2023

              With its many changes and outside forces, the airline industry is challenging for customer experience. When Oscar first stepped into his role as CEO of United Airlines, he prioritized developing the shared purpose, or the mission, vision, and values.

Airlines 52

Airlines Customer Focused Leadership Customers 52

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 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

Blake Morgan

JANUARY 3, 2023

Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision – and it has culminated in a very public PR nightmare. . Most airlines recovered after two days. A week after the winter storms ended, the airline has still not recovered. Southwest Airlines is known as the affordable fun airline.

Airlines 64

Airlines Employee Experience Customer Experience Travel 64

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

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.

Chatbots 88

Chatbots Airlines Self Service Travel 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.

Airlines 184

Airlines Customer Experience Customers Travel 184

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 74

Airlines Travel Customer Experience Hotels 74

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.,

Airlines 181

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….

Airlines 230

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.

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Airlines Leadership Hospitality Customer Experience 204

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.

Airlines 129

Airlines Customer Experience Customer Satisfaction Customers 129

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.

Airlines 99

Airlines Chatbots Customer Relationship Management Customer Experience 99

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

CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation.

Customer Centricity 315

Customer Centricity Customers Company Airlines 315

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.

Airlines 57

Airlines Customer Service Customers Chatbots 57

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.

Airlines 62

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

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.

Airlines 52

Airlines Loyalty Self Service Customer Relationship Management 52

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?

Airlines 66

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 […].

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Customer Experience Airlines Customers Customer Journeys 119