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.

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Airlines Industry Competitive Advantage Travel 135

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. Let’s face it. Travelling has been getting harder and harder since Covid came around.

Airlines 88

Airlines Chatbots Self Service Travel 88

Calabrio

OCTOBER 19, 2022

Our annual Calabrio Customer Connect (C3) event has wrapped, and we are still feeling the buzz of excitement. Top 10 Takeaways from the Calabrio Customer Connect. Choosing only ten takeaways from this year’s Calabrio Customer Connect was challenging, but we have narrowed it down to these key moments: 1.

Connections 147

Connections Contact Center Analytics Travel 147

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

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

Customer Bliss

APRIL 25, 2017

The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. You Must Connect With Both Sides. One of the big takeaways of this discussion is the need to connect with both employees and customers in situations such as this. Episode Overview.

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Airlines Customer Experience Professionals Course Connections 128

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

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

ShepHyken

OCTOBER 31, 2023

But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. Connect with Shep on LinkedIn. It markets the heck out of Two Bags Fly Free®.

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Airlines Customer Service Training Marketing Customer Service 133

LoyaltyPlus

NOVEMBER 10, 2020

We’re all very aware of the unique and unprecedented challenges airlines face today. As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand. But now we’re emerging into the open market.

Airlines 52

Airlines Loyalty Self Service Loyalty Programs 52

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.

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Airlines Culture Consulting Leadership 87

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

NOVEMBER 7, 2023

The problem, however, is those efforts are wasted if the new connections don’t stick. Encourage customers to tag your brand on social media or use specific hashtags to connect with other customers and your brand’s larger community. Customers expect (and deserve!) personalized, convenient, and fulfilling experiences.

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Customer Retention Loyalty Loyalty Programs Social Media 271

ShepHyken

FEBRUARY 13, 2024

The point is that functionality and customer experience are not mutually exclusive but are, in fact, very connected. Regardless of what store you go to, what hotel you stay at, what airline you fly, and what car dealership you do business with, it’s not about the grandeur or the glamour. Connect with Shep on LinkedIn.

Customer Experience 137

Customer Experience Transportation Hotels Airlines 137

Experience Investigators by 360Connext

DECEMBER 14, 2021

There were more air rage incidents this year than in any year since the airline industry started recording these types of situations, for example. Share the wins throughout the organization so employees can connect the way their everyday actions impact the customer. . Consider how to care for customers and employees in bigger ways.

Customer Experience 372

Customer Experience Customer Journeys Airlines Customer Service Representative 372

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. Connect with Shep on LinkedIn. This new process will save two minutes.

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Airlines Customer Journeys Groups Customer Service Training 83

ShepHyken

JANUARY 10, 2024

It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. Because it’s a different airline, it takes an extra couple of steps, and she didn’t want to do it.” Yes, the second agent took great care of me. Connect with Shep on LinkedIn. She quietly answered, “She is just lazy.

Travel 91

Travel Customer Service Airlines Poor Customer Service 91

Zeisler Consulting

DECEMBER 22, 2021

It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in. All were concerned about their connections. Louis) had limited flights for this particular airline. That meant two things.

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Airlines Travel Course Connections 93

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.

Airlines 60

Airlines Examples Net Promoter Score CEM 60

ijgolding

APRIL 25, 2017

Even if I have to pay an additional fee to use Wi-Fi, I am not too concerned, as long as I am able to connect to the web. As a regular business traveller, not only do I need Wi-Fi to work, it is also my method of staying connected with my family back at home – my FaceTime chats every morning and evening, are the highlight of my day.

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Airlines Hotels Customer Experience Connections 164

Think Customers

APRIL 6, 2020

And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. Contact centers and customer service organizations play a critical role in enabling those human connections. Airlines, hotels and other travel-related businesses are reporting hours-long hold times.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

Wired and Dangerous

JANUARY 20, 2015

Today, internet connections, whether blogs, tweets or other forms of social media, have five times the impact of traditional word of mouth. When songwriter Dave Carroll had a run-in with United Airlines over damage to his guitar in their baggage handling, he penned a song and hung it on YouTube. And, the viral effect is enormous.

Connections 70

Connections Airlines Social Media Insurance 70

Maru Group

JUNE 5, 2023

Airlines can differentiate their offer through their airport lounges. We utilized the Maru experience and insights platform to instantly access recent air travelers who have used the airport or airline lounges during their journey. Connected Staying connected with fast, free, accessible Wi-Fi and charging ports for all devices.

Airlines 52

Airlines Travel Touchpoint Case Study 52

Beyond Philosophy

DECEMBER 8, 2023

Loyal customers intentionally choose your product or service because they have a genuine emotional connection with your brand. These are relationships rooted in deep emotional connections. 10:19 Colin shares how he discovered that he wasn’t really as loyal to Delta Airlines as he thought he was.

Loyalty 89

Loyalty Airlines Consulting Financial 89

ShepHyken

FEBRUARY 6, 2024

He announced to the passengers exactly what had happened and what the airline would do about it, which was to get everyone and their bags off the plane and onto a different plane. Connect with Shep on LinkedIn. The captain of the flight was notified and, in the name of safety, made the decision to take the plane out of service.

Communication 89

Communication Airlines Customer Service Training Leadership 89

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

MARCH 10, 2024

Hotels and airlines have been practicing this for years, raising and lowering rates based on busy (or not-so-busy) times. Connect with Shep on LinkedIn. My Comment: Surge pricing has made recent headlines as Wendy’s shared the news of introducing a version of the strategy into their restaurants.

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Experience Investigators by 360Connext

NOVEMBER 17, 2020

I love this example from Southwest Airlines. Simple, but a really nice way to connect with customers in an unexpected way. — Southwest Airlines (@SouthwestAir) May 6, 2020. While it’s great to send personal notes, of course, it’s possible to get creative. It's yet another way our Employees show their Heart.

How To 372

How To Airlines Social Media Tips 372

CX Journey

MAY 8, 2019

They provide examples of Southwest Airlines and American Express and how these two companies have linked internal service quality to profitability. Southwest Airlines and American Express Travel Services were cited as prime examples of companies reaping the benefits of this connection.

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Airlines Travel Loyalty Customer Satisfaction 151

Vonage

OCTOBER 24, 2016

At the Singapore Airlines Cabin Crew Training Center, one visitor asked, “How does Singapore Airlines stay on top all these years? And how do you plan to keep the lead while other airlines work so hard to beat you?”. Here’s why: If you fly on a mediocre airline, your service expectation may be only 50%. A very busy week!

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Airlines Customer Service Conference Culture 120

Experience Investigators by 360Connext

APRIL 7, 2015

We flew from Chicago’s O’Hare airport at the end of March with a connecting flight in Dallas and made it Puerto Vallerta without a problem. We booked our flight through US Airways , but all our flights were operated by American Airlines. The AIRLINE changed both flight times in the months between booking and leaving.

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Airlines Customer Experience Travel Hotels 110

ShepHyken

MAY 29, 2023

Then there is the emotional way which is getting people to connect with your brand through personalized engagement and positive experiences. Plus, Mark shares the interesting ways airlines and customers benefit from loyalty programs. How does an emotional connection impact customer spending?

Loyalty 62

Loyalty Loyalty Programs Airlines Hotels 62

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

Helen Dewdney

JULY 22, 2022

The Denied Boarding Regulation (261/2004 EC) applies to passengers departing from an airport within the EU, whatever the airline is. The airline must look after you. If you are delayed overnight, the airline must provide you with a hotel and travel to and from it. Can I get a flight with another airline?

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Airlines Travel Consumers Hotels 52

Blake Morgan

OCTOBER 10, 2023

But this isn’t the case, as we so often see that introducing personal feelings and emotional intelligence into the mix can make for better leaders with stronger connections to their employees. This can help us relate to others and build stronger connections with our friends and family.

Contact Center 52

Contact Center Airlines Leadership Connections 52

Hallmark Business Connections

OCTOBER 27, 2020

Facebook’s dating app, co-working spaces, adult dormitories and friendship apps are all positioned as ways for people to create meaningful offline connections. To fight the loneliness epidemic, brands should create tactile connections with customers using the following three principles: Don’t discourage live interactions.*

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Company Airlines Telecommunications Social Media 98

NICE inContact

OCTOBER 4, 2019

The habits and expectations of people today revolve around our capacity to be mobile, to be continuously connected — anywhere, anytime. In a desperate attempt to make the connection, you tweet your airline #pleasewait! Well, sounds cool but no, that’s not my point. What I mean by mobile is the customer.

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Airlines Social Media Travel Metrics 138