Helen Dewdney

MARCH 7, 2022

It has been a hard couple of years for companies in the travel industry and also for their customers. Many airlines have not treated customers well, such as British Airways taking advantage of the law not being clear on refunds. 86% of respondents said that they would pay more for better service than Ryanair gives.

Airlines 57

Airlines Customer Service Chatbots Poor Customer Service 57

Lumoa

JUNE 14, 2023

Before we dive into our remedies, let’s take a look at some of the root causes that could be behind your score going south: Inadequate or Poor Customer Service Many customers tend to be unforgiving if their support experience isn’t up to scratch.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Interactions

MAY 22, 2019

Long wait times. It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. In fact, 59% of respondents who had contacted an airline, hotel, rental car, or cruise line in the past year did so through the phone, in both urgent and non-urgent situations.

Travel 61

Travel Self Service Hotels Hospitality 61

Interactions

MAY 22, 2019

Long wait times. It’s during these urgent travel situations when I need customer care to perform at it’s best, and it’s often when it fails the most. In fact, 59% of respondents who had contacted an airline, hotel, rental car, or cruise line in the past year did so through the phone, in both urgent and non-urgent situations.

Travel 48

Travel Self Service Hotels Hospitality 48

Eptica

JULY 27, 2016

What it also highlights is the impact of poor customer service – it backs up Eptica research that found that 82% of consumers often or always switched supplier if they failed to receive a satisfactory experience. Making conversations count Despite what many consumers may believe, poor service is not normally deliberate.

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48

ProProfs Chat

AUGUST 8, 2019

But before we discuss them at length, let me walk you through what customer service practices should you avoid retaining your customers. Bad Customer Service Stories. Inspirational Customer Service Stories. Southwest Airlines. Funny Customer Service Stories. customers’ wishes.

Customer Service 51

Customer Service How To Airlines Omni-Channel 51