ShepHyken

FEBRUARY 1, 2017

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. The post United Airlines Computer Outage Is Customer Service Crisis Case Study appeared first on Shep Hyken.

Airlines 252

Airlines Customer Service Accountability Customer Care 252

Avoxi

APRIL 22, 2021

Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform Caribbean Airlines relies on AVOXI’s global communications software to effectively manage their inbound reservations, connecting their North American and Canadian customers with agents in their Trinidad and Tobago call center.

Contact Center 118

Contact Center Airlines Call Center Management 118

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.

Customer advocacy 277

Customer advocacy Airlines Customer Service Customer Experience 277

TELUS International

APRIL 5, 2021

Here's what airlines are doing to keep travelers safe while streamlining the customer experience (CX). Air travel has changed significantly due to COVID-19.

Airlines 105

Airlines Customer Experience Best practices 105

Netomi

DECEMBER 7, 2022

I’ve never flown with Frontier Airlines, but I know people who have. Passengers are directed to the airline’s app to help resolve the requests and issues, yet the app is not working on your phone. As the world barrels towards digital-first, Frontier Airlines announced its decision to drop its customer service line. Imagine this.

Airlines 52

Airlines Customer Service Chatbots Call Center 52

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. Airline chatbot examples. Let’s face it. Automate flight search & bookings.

Chatbots 88

Chatbots Airlines Upselling Self service 88

ShepHyken

AUGUST 18, 2021

If I had to book a flight on an airline, why would I choose one over another? Most airlines, at least the major carriers, are close in price and offer similar frequent flier programs, so let’s take those out of the decision process. That leaves airline schedules, seat availability, etc. So, what is the tiebreaker?

Customer Experience 435

Customer Experience Personalization Airlines Customer Service 435

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 218

Airlines Customer Experience Consulting Consulting 218

Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread.

Airlines 106

Airlines Customer Service Personalization 106

Vistio

JANUARY 9, 2023

We just witnessed the Southwest Airlines holiday meltdown of 2022. The debacle that ensued can be attributed primarily to Southwest’s Direct Route Model as opposed to the Hub and Spoke Model that most of the other airlines use. Additionally, antiquated technology made it hard to mobilize pilots and staff along other flight routes.

Airlines 52

Airlines Technology Management Best practices 52

Aspect

DECEMBER 10, 2019

Ann is the manager of Workforce Systems for Southwest Airlines. When asked how her employer supports her being a part of the ASUGA community, Ann said Southwest Airlines is big about becoming partners with their vendors. The post Getting to Know ASUGA: Ann Swift, Southwest Airlines appeared first on Aspect Blogs.

Airlines 118

Airlines Contact Center Feedback Call Center 118

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you choose to fly with this airline over the others? .

Airlines 331

Airlines Self service Customer Service Customer Experience 331

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. It has already generated interest from other airlines, including international ones. WhatsApp chatbot and check-in.

Airlines 84

Airlines Chatbots Call Center Customer Experience 84

Andrew Mcfarland

SEPTEMBER 3, 2020

A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. Truth be told, it’s never been imprisoned.) Under the category of “much ado about nothing” United decided that their approach to customers was far from appealing.

Airlines 62

Airlines Customer Experience 62

ShepHyken

AUGUST 3, 2022

The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Have a recording that directs the customers with lost luggage to call the airline they used. . So, what’s the solution?

Airlines 349

Airlines Customer Support Customer Service 349

Beyond Philosophy

OCTOBER 7, 2021

Airlines have this a bit, too. Many times, you fly an airline even when you don’t like them. In this case, consider Ryanair, the budget airline in Europe. If some other airline provided better service at the same price, people would flock to them. . It’s the same situation with airline loyalty programs.

Airlines 432

Airlines Banking Accountability Customer centricity 432

ShepHyken

AUGUST 17, 2022

Carlzon was president of Scandinavian Airlines, and he used this concept to turn a sub-par airline into one of the most admired airlines in the industry. He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again.

Airlines 349

Airlines Customer Service Advertising Management 349

Fonolo

MAY 8, 2019

This blog series explores two separate experiences related to the airline industry. This week, Fonolo’s Digital Marketing Manager describes his interaction with United Airline’s pre-flight customer service. According to onholdwith.com , airlines are the second worst offenders when it comes to hold times.

Airlines 57

Airlines Customer Service Interactive Voice Response Call Center 57

Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread. Upon receiving the second detailed letter from an airline CEO, my opinion of the American communication dropped drastically downward.

Airlines 62

Airlines Customer Service Personalization 62

SharpenCX

JANUARY 15, 2020

First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And last year, they were the only airline to push past the 70 th percentile, reaching 80% satisfaction and nabbing the number one Customer Satisfaction score in the industry. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Service Customer Experience Contact Center 90

Steve DiGioia

APRIL 17, 2017

It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? The post In Celebration of Customer Loyalty Month, Here’s Some “Anti-United Airlines” Stories appeared first on Steve DiGioia and was written by Steve DiGioia. Not usually a big deal, I sneeze in threes.

Airlines 133

Airlines Accountability Marketing Management 133

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. Created and practiced exclusively by Southwest Airlines.

Airlines 420

Airlines Customer Service Customer Experience Advertising 420

Steve DiGioia

APRIL 17, 2017

It’s nice to read something positive – aren’t we all getting tired of that United Airlines story? The post In Celebration of Customer Loyalty Month, Here’s Some “Anti-United Airlines” Stories appeared first on Steve DiGioia and was written by Steve DiGioia. Not usually a big deal, I sneeze in threes.

Airlines 113

Airlines Accountability Marketing Management 113

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. Can travelers help airlines by helping themselves?

Airlines 79

Airlines Customer Service Interactive Voice Response Self service 79

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.

Customer Service 268

Customer Service Airlines Customer Experience Automotive 268

CustomerGauge

MAY 17, 2017

Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […].

Airlines 72

Airlines Customer Experience 72

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. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.

Airlines 360

Airlines Customer Experience Accountability Surveys 360

Contact Center Pipeline

SEPTEMBER 29, 2022

Imagine you open an airline app to search for your flight information and it’s missing your gate location. Or you pull up an online form to apply for a permit with your local government and you are not sure where to begin. These everyday information gaps are also common in customer service scenarios, like when […].

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Airlines Customer Service Government Customer Experience 208

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.

Airlines 310

Airlines Management Customer Experience Transportation 310

Andrew Mcfarland

DECEMBER 18, 2018

The post One miserable [United Airlines] Customer Journey appeared first on Pivot Point Solutions. One disadvantage of being a social media Luddite is that you sometimes miss teachable customer experience moments that have wide public reach. I missed one recently that blew up social media but it still warrants a quick post.

Airlines 48

Airlines Customer Experience 48

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. .

Airlines 340

Airlines Customer Service Personalization Customer Experience 340

ShepHyken

DECEMBER 21, 2020

Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. My Comment: Did satisfaction ratings in the airline industry really go up? Here’s Why. by Christopher Elliott. Yes, but the reason why is interesting.

Customer Service 408

Customer Service Airlines Customer Experience Sales 408

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.

Airlines 48

Airlines Customer Service Technology 48

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.

Airlines 40

Airlines Customer Experience Surveys 40

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.

Airlines 63

Airlines Technology 63

Enghouse Interactive

JULY 29, 2020

Delivering this consistently means trusting and empowering your people, as this second case study from Alaska Airlines shows. #2: 2: A Case Study to #MakeMomProud: Alaska Airlines Decided that Employees Can Make It Right. Everyone at Alaska Airlines is held accountable, given permission, and trusted to help a customer in need.

Airlines 40

Airlines Customer Experience Chief Customer Officer Customer Service 40

ShepHyken

SEPTEMBER 11, 2023

Plus, Shep and Jason talk about the NPS leaders in various industries, including automotive, groceries, airlines, and more. Companies need to achieve a balance between product quality and customer experience. Quotes: “Happier customers are more valuable to the business.

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Customer Experience Customer Service Airlines Automotive 223