INDUSTRY INSIGHTS YOUR PEERS ARE READING
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. MORE
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. MORE
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. MORE
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. MORE
Ryanair has an airline that’s giving it a run for its money—on being the worst airline ever! CNN reported that the IATA has no such request and that the airline is not required to provide this information to them. In fact, the Manager of IATA corporate communications explained they issue formulas for airlines to calculate the average weight a passenger adds to a plane, including values for adults vs. kids. Should airlines charge you based on weight? MORE
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. MORE
Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. Pricing is fundamental to your business. MORE
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. MORE
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 MORE
When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index. MORE
Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51st place overall out of 318 companies across 20 industries. The post Temkin Experience Ratings Industry Snapshot: Airlines appeared first on Customer Experience Matters®. MORE
Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. MORE
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. MORE
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. MORE
As the weather warms up in the West and many take off for their summer holidays, customers are increasingly dealing with big-brand companies in the business of travel: Airlines. Frontier Airlines. This airline sucks! United Airlines. American Airlines. MORE
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). MORE
The recent announcement by US Airline JetBlue that they will start charging for checked baggage and reduce the legroom on some flights (to add more seats) illustrates the contrast in how different stakeholders view profits vs. the customer experience, and highlights an important behavioral economic principle. For the airlines, goodwill comes in the form of share preference. It’s hard to even imagine something like that happening at a bigger airline. MORE
Discover the new technology airlines like Air Canada, Ryanair and Lufthansa are embracing in order to get closer to the customer. Travel and Hospitality MORE
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. MORE
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. MORE
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. MORE
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! MORE
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. MORE
And considering the sheer number of flights that take off every day, it’s astounding to calculate the sheer numbers involved in this corner of the airline industry. At any given moment, the skies above you see many airlines criss-crossing their way across the country. The old-school paper-based way of scheduling airlines. Today, many airlines are moving to a variety of online scheduling systems, but even those present challenges. MORE
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. MORE
Interactive Services Proactive Notifications & Mobility Professional Services Travel & Hospitality airline assistant audience benefits case study customer CX experience fail feedback implementation metrics pilot project risk savings SMS solution test travel variables MORE
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. MORE
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. MORE
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. MORE
He was the CEO of American Airlines. I got a job at American Airlines -- a place where you couldn’t even get an interview. When I finally had the honor of meeting the CEO of Southwest Airlines, George H.W. As a President’s Scholar at Southern Methodist University, I was fortunate enough to have a full scholarship along with access to dignitaries and business leaders. Al Casey was one of those leaders. And he happened to be teaching a class on leadership. MORE
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. MORE
The flight attendant on Jetstar Airways, an Australian budget airline, asked the woman how many weeks she was gesturing at her midsection. Like many airlines, they have a policy that women after 28 weeks must turn over a doctor’s note that they are okay to fly. MORE
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! MORE
Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines. MORE
Healthcare Interactive Services Proactive Notifications & Mobility airline automotive business call case study center communication contact email emergency increasing insurance notification pharmacy proactive seasonality SMS strategy success text travel voice volume MORE
Teleopti has, together with Voice Codes and Yucheng Technology, won the Shenzhen Airline customer service project. By an integrated WFO application of the best modules, Shenzhen Airline expects to improve the entire operation efficiency MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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. What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game. MORE
Our next winner comes from an airline that has continuously been rated the best for customer experience , something our winner (and all employees) should take great pride in. If you were thinking, ‘this has to be Southwest Airlines,’ you’re right! MORE
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. MORE
Airlines Related Topics 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. And no, they won’t pay for you to rebook on another airline.
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. Cheap Airlines: Low Prices!
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.
Customer Experience Matters
APRIL 2, 2018
Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51st place overall out of 318 companies across 20 industries. The post Temkin Experience Ratings Industry Snapshot: Airlines appeared first on Customer Experience Matters®.
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. Southwest Airlines Agent Note. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.
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. What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game.
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. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.
TELUS International
SEPTEMBER 19, 2018
Discover the new technology airlines like Air Canada, Ryanair and Lufthansa are embracing in order to get closer to the customer. Travel and Hospitality
teleopti
OCTOBER 9, 2018
Teleopti has, together with Voice Codes and Yucheng Technology, won the Shenzhen Airline customer service project. By an integrated WFO application of the best modules, Shenzhen Airline expects to improve the entire operation efficiency
Aspect
JUNE 29, 2017
When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index.
Abby Connect Virtual Receptionists
JUNE 13, 2017
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.
Fonolo
JUNE 27, 2018
As the weather warms up in the West and many take off for their summer holidays, customers are increasingly dealing with big-brand companies in the business of travel: Airlines. Frontier Airlines. This airline sucks! United Airlines. American Airlines.
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.
Branch Mesenger
JULY 23, 2018
He was the CEO of American Airlines. I got a job at American Airlines -- a place where you couldn’t even get an interview. When I finally had the honor of meeting the CEO of Southwest Airlines, George H.W. As a President’s Scholar at Southern Methodist University, I was fortunate enough to have a full scholarship along with access to dignitaries and business leaders. Al Casey was one of those leaders. And he happened to be teaching a class on leadership.
Branch Mesenger
APRIL 3, 2018
And considering the sheer number of flights that take off every day, it’s astounding to calculate the sheer numbers involved in this corner of the airline industry. At any given moment, the skies above you see many airlines criss-crossing their way across the country. The old-school paper-based way of scheduling airlines. Today, many airlines are moving to a variety of online scheduling systems, but even those present challenges.
ijgolding
JUNE 5, 2017
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.
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. Some say that I am easily confused!
ShepHyken
OCTOBER 11, 2017
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.
ShepHyken
APRIL 19, 2017
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.
ShepHyken
MARCH 26, 2018
Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines.
ShepHyken
FEBRUARY 26, 2018
Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics.
ShepHyken
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.
Chad Schaeffer
SEPTEMBER 12, 2014
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.
ShepHyken
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.
ShepHyken
FEBRUARY 2, 2018
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.
Aspect
APRIL 6, 2018
Our next winner comes from an airline that has continuously been rated the best for customer experience , something our winner (and all employees) should take great pride in. If you were thinking, ‘this has to be Southwest Airlines,’ you’re right!
ShepHyken
AUGUST 16, 2016
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.
ShepHyken
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.
ShepHyken
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.
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.
West
DECEMBER 18, 2017
Interactive Services Proactive Notifications & Mobility Professional Services Travel & Hospitality airline assistant audience benefits case study customer CX experience fail feedback implementation metrics pilot project risk savings SMS solution test travel variables
Beyond Philosophy
JUNE 15, 2018
Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. Pricing is fundamental to your business.
West
NOVEMBER 2, 2017
Healthcare Interactive Services Proactive Notifications & Mobility airline automotive business call case study center communication contact email emergency increasing insurance notification pharmacy proactive seasonality SMS strategy success text travel voice volume
ijgolding
APRIL 25, 2017
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.
ijgolding
DECEMBER 11, 2014
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.
ijgolding
DECEMBER 14, 2016
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
ijgolding
NOVEMBER 18, 2014
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).
ijgolding
DECEMBER 17, 2014
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.
ijgolding
OCTOBER 19, 2015
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.
ijgolding
JANUARY 19, 2016
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.
Beyond Philosophy
AUGUST 27, 2015
Ryanair has an airline that’s giving it a run for its money—on being the worst airline ever! CNN reported that the IATA has no such request and that the airline is not required to provide this information to them. In fact, the Manager of IATA corporate communications explained they issue formulas for airlines to calculate the average weight a passenger adds to a plane, including values for adults vs. kids. Should airlines charge you based on weight?
Beyond Philosophy
DECEMBER 1, 2014
The recent announcement by US Airline JetBlue that they will start charging for checked baggage and reduce the legroom on some flights (to add more seats) illustrates the contrast in how different stakeholders view profits vs. the customer experience, and highlights an important behavioral economic principle. For the airlines, goodwill comes in the form of share preference. It’s hard to even imagine something like that happening at a bigger airline.
Beyond Philosophy
JANUARY 18, 2016
The flight attendant on Jetstar Airways, an Australian budget airline, asked the woman how many weeks she was gesturing at her midsection. Like many airlines, they have a policy that women after 28 weeks must turn over a doctor’s note that they are okay to fly.
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