Unbelievable: Latest Airline Fiasco!

Beyond Philosophy

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. And no, they won’t pay for you to rebook on another airline.

United Airlines Computer Outage Is Customer Service Crisis Case Study


Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. And it may not be a computer glitch, but a weather problem that causes airline delays.

Cost-Cutting Airlines – Headed for Trouble!

Beyond Philosophy

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. Cheap Airlines: Low Prices!

What airlines can learn from customer service companies

Abby Connect Virtual Receptionists

It's been close to two months now since David Dao was manhandled, dragged and left bloodied and unconscious after he refused to give up his seat for the crew of United Airlines.

Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer

Beyond Philosophy

This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Southwest Airlines Agent Note. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

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!

Invent Your Vocabulary to Emphasize Who You Are


The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees.

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.

Actions MUST speak louder than Words: United Airlines eat humble pie!


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.

Guest Blog: What Can We Learn from Southwest’s Customer Service?


This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. Thanks to a few meaningful acts of kindness by Southwest Airlines, her flight to her bachelorette party became a memory worth treasuring. In a recent Southwest customer review article , the bride-to-be shared that she and her five friends took the airline when flying from Baltimore to Charleston for a bachelorette party getaway.

5 Top Customer Service Articles For the Week of May 29, 2017


My Comment: What United Airlines scandal! The day or two after the scandal where a United Airlines passenger was physically and brutally removed from the plane, the stock plummeted and United lost almost a billion dollars in value.

Eurostar est Shambolique: It’s not just the airlines who need to get their act together


In fact, in the light of recent horrific customer experiences served up by British Airways and United Airlines (to name but two), it was with a sense of relief that we would be getting to and from Paris via Eurostar, taking us through the channel tunnel.

Don’t Tell Me How to Do My Job!


I have high status on several airlines and one of the perks the airlines offer to their frequent fliers with “status” is to fly standby for earlier flights at no charge. I explained that this was one of the perks of flying a lot on the airline. Empathy and Respect.

5 Top Customer Service Articles For the Week of October 3, 2016


Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines.

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.

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.

5 Top Customer Service Articles For the Week of June 5, 2017


Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings.

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.

5 Top Customer Service Articles For the Week of April 17, 2017


United Airlines and the Dollars and Cents of Customer Experience by Augie Ray. My Comment: I couldn’t let this week’s Top Five list get away without at least one article about the United Airlines Customer Service debacle.

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

What happens if your company overreacts? Your customers exert unnecessary effort!


Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines.

Customer Service and the Golden Rule

Call Center Weekly

The situation required my patience, as well as clear communication from the airline. Unfortunately, the airline didn’t deliver. I never got an answer and in fact, each airline rep I spoke with gave a wildly different and equally confusing update.

Can Social Media Generate Revenue?

Brad Cleveland

Royal Dutch Airlines (KLM) has been interacting with customers through social channels since 2010. You bet. They currently have a team of 150 agents dedicated to social interactions, operating 24/7 and supporting 14 languages. According to VentureBeat, they handle around 10,000 queries a day.

Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship

Beyond Philosophy

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. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

Customer Feedback Is Worthless Without This One Critical Element


What actually separates Zappos, Amazon, Southwest Airlines and Apple, organisations with outstanding customer loyalty, from the companies you’ve never heard of, because they are entirely forgettable? Do you ever wonder what separates the organisations that really excel at customer feedback from the ones that fail dismally?

The Best Managed Contact Centers: #9 – They Get the Budget and Support They Need

Brad Cleveland

Airlines couldn’t possibly operate a flight without a tangible connection between the results they want to achieve and the … Call Center Contact Center Customer Service Leadership Brad Cleveland budgeting Call Center Management On Fast Forward leadership

Social Customer Service Rankings: Where Do You Stack Up?

Chad Schaeffer

A close third is the Airline industry. It’s notable to point out that only Delta Airlines has a dedicated Twitter support handle, the other airlines are engaging customers on their main brand Twitter handle. Interesting that a particular airline is missing from the list.

Q & A with Customer Experience Futurist Blake Morgan

Bill Quiseng

Airline, gym, grocery store…pretty much all the same. I had the great opportunity to interview Blake Morgan , customer experience futurist about her new book, More is More: How the Best Companies Go Farther and Work Harder to Create Knock-Your-Socks Off Customer Experiences.

How to Empathize With Customers 

Toister Performance Solutions

The airline passenger was angry about missing her flight. The first gate agent she talked to explained the airline's boarding policies and maintained that he had made several boarding announcements. Notice the airline gate agent wasn't agreeing with the passenger.

The Force Within


I wrote about this in my book The Cult of the Customer (Wiley 2008), and the example I used was that of an airline employee. With all the negative press that United Airlines has been getting over the last month or so, this is a very refreshing and positive story.

The Social Media Customer Service Opportunity


Earlier this year I had an issue with an airline so, as many of us would do, I called them. Within minutes of my tweet I got a response from a competing airline, inviting me to start flying with them. So, I left my favorite airline for another.

Putting Humanity in Contact Centers

Customer Relationship Metrics

You’ve tried numerous tactics to improve your agent performance and to put your attrition problem to rest. You’ve conducted surveys, created committees, put in recognition programs, and still you struggle.

Don’t Blow Up Your Customers

The Center for Client Retention

When United Airlines overbooked a flight, they made the situation worse by forcibly dragging an unwilling passenger off the plane. Today we are excited to share with you a guest post from Jana Sedivy. When I was 14 years old, I blew up our kitchen.

Start Planning To Provide Social Customer Support Beyond Twitter and Facebook

Ian Jacobs

It is, therefore, no surprise that I care deeply about airlines' frequent flyer programs and track the changes to those programs as closely as baseball obsessives track star players' slugging percentages. When I want information on what these changes mean practically in my situation (Will the new loyalty program make it harder for a 75k+ elite member looking to book a companion ticket's upgrade on an alliance partner airline, for example), I typically do not turn directly to the airline.

Become a Consumer Customer Service Expert !

Teresa Allen

Much talk followed the United Airlines passenger being dragged off a plane and the subsequent incident involving a family that was asked to leave when the name on the ticket didn’t match the name of the person flying. ​Customer service failures have captured the headlines in 2017.