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. Overbooking and United’s Technology Initiatives. Data Mining and Analytics.

Airlines 113

Airlines Data Travel Consulting 113

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. Encourage communication. And, of course, it works both ways.

Airlines 57

Airlines Customer Service Chatbots Poor Customer Service 57

Kerry Bodine

AUGUST 4, 2016

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.

Airlines 120

Airlines Course Communication Customer Service 120

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 Travel 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 Communication Customer Experience 66

Zeisler Consulting

NOVEMBER 12, 2020

In this, the second installment of a five-part series on the Principles of Good CX (Intro here , and Part One here ), I’ll present the principle of Communication. But in that one small, digital way, my airline provided me with the most valuable thing it could: Information. But it’s quite another to not communicate effectively.

Communication 72

Communication Insurance Airlines System 72

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.

Airlines 52

Airlines Loyalty Self Service e-support 52

InMoment XI

OCTOBER 28, 2021

I often talk about customer experience lying at the intersection of communications, operations, technology, and employees. As Jan Carlzon, former CEO of Scandinavian airline SAS, once said, “If you’re not serving the customer, your job is to be serving someone who is.”. The organization component here is key.

CRM 493

CRM Airlines Government ROI 493

Kitewheel

FEBRUARY 11, 2020

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. For an airline, long or unwieldy lines also represent a business problem.

Airlines 52

Airlines Industry Loyalty Programs Travel 52

InMoment XI

MAY 31, 2022

Whether it’s diffusing unruly airline passengers or a fight over Pokemon cards ( not even kidding ), many employees are experiencing enforcement fatigue from attempting to uphold COVID regulations in the face of hostile customers. As you might expect, this aggression has resulted in big changes when it comes to employee expectations.

Employee Experience 529

Employee Experience Customer Experience Airlines Trends 529

Experience Investigators by 360Connext

DECEMBER 14, 2021

Communicate and support employees serving customers in bigger and more consistent ways. There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example. What do they need to know, hear and do to best communicate when things don’t go as planned? .

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

Interactions

APRIL 1, 2021

How can brands ensure that their communication is increasing loyalty, and not scaring customers away? First, let’s look at the basics of proactive communication. What is proactive communication? Proactive communication in the contact center is essentially an interaction starting with the brand. Here are some examples: .

Communication 62

Communication Contact Center Airlines eBook 62

Beyond Philosophy

JANUARY 2, 2018

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. For those of us who have experienced lost, delayed or mishandled luggage events, we expect that the airline involved will deliver it by courier as soon as it arrives at the airport.

Airlines 111

Airlines Consulting Leadership Analysis 111

QuestionPro Audience

JANUARY 3, 2018

Mobile technology creates a completely different experience at the airport, for both the customer and airline. For the airline, apps make it possible to pass information to the traveler immediately, which ultimately eliminates confusion and makes the traveler’s experience less stressful.

Travel 294

Travel Airlines Consumers Loyalty 294

Quadient

FEBRUARY 16, 2018

The first few months of the New Year are traditionally busy ones for the travel industry, with many airlines touting special offers as people begin to dream of sitting by the pool on a summer holiday.

Airlines 40

Airlines Communication Travel Course 40

ijgolding

SEPTEMBER 2, 2015

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. Love them or hate them, no-one can ignore the hard, simple facts.

Airlines 120

Airlines Travel Financial Customer Experience 120

COPC

MAY 16, 2019

Aside from the enjoyment I get from experiencing new places and meeting new people, my extensive travels have given me an opportunity to get a firsthand view of what the customer experience is like for many different airlines. Recently, I’ve found myself booking a lot of flights with United Airlines.

Airlines 40

Airlines Connections Travel Hospitality 40

Clarabridge

OCTOBER 17, 2017

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. This is not good.

Airlines 40

Airlines Feedback Study Hospitality 40

PeopleMetrics

FEBRUARY 13, 2018

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. I was unable to access to Slack on my flight, which is my company’s primary platform for internal communication, which in turn led to me getting less work done on the flight than usual.

Airlines 66

Airlines CEM Travel Software 66

Beyond Philosophy

JANUARY 18, 2017

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. The Wall Street Journal has released its annual scorecard of U.S.

Airlines 60

Airlines Travel Culture Consulting 60

Beyond Philosophy

NOVEMBER 14, 2017

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Among airlines, working in a supportive, trusting, fun, responsive and energetic culture isn’t confined to staff at Virgin.

Airlines 87

Airlines Culture Consulting Leadership 87

CSM Magazine

OCTOBER 5, 2018

The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular. airlines than making their journeys more pleasurable (42 percent).

Airlines 40

Airlines Customer Service Travel Survey 40

Helen Dewdney

MAY 28, 2017

The British Airways IT debacle, has caused more than a third of British Airways flights from Heathrow to be cancelled due to the airline being hit by a computer system power failure on Saturday. The BA CEO said in the online video that it would refund those who decided not to travel or chose to use another airline.

Airlines 0

Airlines Travel Hotels Insurance 0

ShepHyken

MARCH 23, 2018

This week we feature an article by Denise Graziano who explains how essential clear, consistent, authentic communication is for companies to use when dealing with difficult news. – Shep Hyken. Clear, consistent, authentic communication. In other words, it is simply a statement with no mission, vision, or purpose.

Communication 81

Communication Leadership Airlines Social Media 81

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Customer appreciation efforts can be incorporated into your overall customer journey, put into regular communications, and included in employee processes and standards. Don’t turn it into a sales pitch.

How To 372

How To Airlines Social Media Tips 372

Beyond Philosophy

MARCH 5, 2015

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. JetBlue Will Automatically Check You in.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

Vonage

DECEMBER 18, 2018

Imagine a canceled flight, no communication, no apology and an earliest possible flight in three days. Contrast that with a 30-minute delay with another airline, accompanied with frequent, useful communication and a voucher for the inconvenience. Which airline are you likely to choose going forward?

Omni-Channel 254

Omni-Channel Chatbots Self Service Customer Experience 254

CSM Magazine

DECEMBER 14, 2022

The evolution of technology and consumer expectations has made the notion of 9-5 customer service somewhat outdated, and digital strategies will play a key role in modernising a business’ approach to customer communication and improving the experience.

Call Center 52

Call Center Airlines Chatbots Travel 52

Helen Dewdney

JUNE 12, 2017

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. It must provide food, drinks, and some communications.

Airlines 34

Airlines Hotels Travel Banking 34

Experience Investigators by 360Connext

MAY 16, 2023

Customers appreciate proactive communications and problem-solving. Sometimes proactive problem-solving is simply communicating directly with the customer. Southwest Airlines, while still recovering from their holiday-time meltdown, is known for proactively addressing customer concerns. It’s not the only time they’ve done this.

Airlines 143

Airlines Feedback Customer Service Representative Contact Center 143

Experience Investigators by 360Connext

NOVEMBER 22, 2022

I love this example from Southwest Airlines. — Southwest Airlines (@SouthwestAir) May 6, 2020. Customer appreciation efforts can be incorporated into your overall customer journey, put into regular communications, and included in employee processes and standards. Don’t turn it into a sales pitch.

How To 143

How To Airlines Social Media Tips 143

LiveChat

APRIL 14, 2017

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. Four airline employees were needed in Louisville, so they needed four seats.

Airlines 48

Airlines Customer Service Social Media Policies 48

ShepHyken

SEPTEMBER 16, 2019

Delta Just Gave A Simple, Stunning Explanation For Why It’s Successful (And Why American Airlines Isn’t) by Chris Matyszczyk. My Comment: Full disclosure: I do most of my flying on American Airlines. Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours by Jim Tincher.

Airlines 98

Airlines Customer Service Automotive Omni-Channel 98

Beyond Philosophy

MARCH 26, 2020

Communicate, communicate, communicate. Moreover, it is better to over-communicate rather than under-communicate. Communicating with your customers will not reduce the global uncertainty around the health crisis. So, do your small part; Over-communicate and overshare. Be transparent.

Airlines 140

Airlines Call Center Communication Hospitality 140

Talkdesk

MAY 6, 2015

In fact, the airline industry scored a 71 out of a possible 100 when it came to customer satisfaction, according to the latest American Customer Satisfaction Index (ACSI). It seems it’s hard to scour newsfeeds today without complaints about the airline industry. So what can airlines do to bring their customer service to new heights?

Airlines 40

Airlines Call Center Customer Satisfaction Software 40

GetFeedback

JANUARY 12, 2020

Say you fly on Southwest Airlines and don’t care for their A/B/C boarding scheme with no assigned seats. Southwest Airlines CEO Gary Kelly explained in a 2006 blog post : Open seating has allowed us to build a highly efficient operation by keeping the time our aircraft are sitting at our gate to a minimum. Some call it a “ cattle call.”

Customer Journeys 221

Customer Journeys How To Touchpoint Airlines 221

Beyond Philosophy

MARCH 23, 2018

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. They looked at the flying times for comparable flights between the same cities on the same airlines and at the same time of year. Airlines are Managing Customer Expectations.

Management 124

Management Airlines How To Transportation 124