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Cheap Airlines: Low Prices! Terrible Service! Can They Change?

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. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. The post Cheap Airlines: Low Prices! MORE

Airlines Consulting Consulting Customer centricity 253
>

United Airlines’ Actions – Legal but Unwise

Andrew Mcfarland

APRIL 11, 2017

Influential Factors - Harmful Commodity United AirlinesIt may be legal under carriage contracts to forcibly remove peaceful passengers from a plane, as United did earlier this week, but it’s a bad idea. Not all passengers who book tickets show up for flights. To account for this. MORE

Airlines Accountability 73
>

Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform

Avoxi

APRIL 22, 2021

The airline also utilizes AVOXI’s extensive international coverage to better connect with customers in… The post Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform appeared first on AVOXI. MORE

Airlines Call Center Contact Center Management 62
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Airlines, Listen up and Close the Loop with Customers

Clarabridge

JUNE 19, 2017

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. Unfortunately, customer expectations of airlines are already low—however, all that means is one airline can easily differentiate themselves by providing thoughtful, seamless experiences, but there are two key ways to get there. The post Airlines, Listen up and Close the Loop with Customers appeared first on Clarabridge. MORE

Airlines Benchmark Surveys Technology 40
>

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. Using Gogo internet, which has been American Airline’s provider since this sort of thing was possible on airplanes, I had an account where all my credentials were stored on my computer. American Airlines turned the Wi-Fi experience from one that was easy and enjoyable to one that is clunky and full of friction. MORE

Airlines Accountability Consulting Consulting 60
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Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA)

CustomerGauge

APRIL 13, 2017

United Airlines ties $500,000 CEO bonus to customer satisfaction results We have all read and seen the news and videos regarding United Airlines’ recent customer service debacle. For those of you who have not been tuned in, the American airline went through a customer service fiasco after asking four of their passengers to get off […]. MORE

Banking Airlines Customer Service 60
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Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship

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. The post Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship appeared first on. Michael Lowenstein, Ph.D., MORE

Airlines Consulting Consulting Enterprise 195
>

Summer Travel Underscores Need for Airlines to Overhaul Customer Service

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. Their score, a 75 on the organization’s 100-point scale, still puts airlines in the bottom third of the 40 sectors measured by ACSI researchers. Can travelers help airlines by helping themselves? MORE

Airlines Interactive Voice Response Customer Service Surveys 69
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Temkin Experience Ratings Industry Snapshot: Airlines

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®. MORE

Airlines Surveys Customer Experience 48
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United Airlines Computer Outage Is Customer Service Crisis Case Study

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. But, what I can speak to is the general response that United Airlines made, and how it was a perfect example of what to do in a crisis situation. The post United Airlines Computer Outage Is Customer Service Crisis Case Study appeared first on Shep Hyken. MORE

Airlines Customer Service Customer Care Accountability 198
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Who are you #onholdwith? The Top On-Hold Offenders in the Airline Industry

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. Modern airline customer service (CS) is a far cry from the days when Don Draper-like marketers were designing prime service experiences for anyone who could afford to climb aboard (as marketed in this 1954 ad for American Airlines). Frontier Airlines. This airline sucks! United Airlines. MORE

Airlines Abandon rate Entertainment Banking 52
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What airlines are doing to master digital transformation

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 MORE

Airlines Technology 74
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Cost-Cutting Airlines – Headed for Trouble!

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. One reason for this, the Times reports, is that airlines and other industries are under pressure from Wall Street to return strong profits each year. Cheap Airlines: Low Prices! MORE

Airlines Consulting Consulting Metrics 266
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One miserable [United Airlines] Customer Journey

Andrew Mcfarland

DECEMBER 18, 2018

The post One miserable [United Airlines] Customer Journey appeared first on Pivot Point Solutions. Customer Experience Customer Journey Bruce Temkin Crying Baby Social Media United AirlinesOne 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. In the. MORE

Airlines Customer Experience 48
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Southwest Airlines Ranked Top for Customer Experience

CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. The ratings of all airlines in the 2018 Temkin Experience Ratings are as follows: Southwest Airlines: 76%. MORE

Airlines Wireless Transportation Benchmark 40
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Airline Communication Amid Coronavirus - Any Lessons?

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. MORE

Airlines Customer Service Personalization 91
>

Battle of the Airlines, Round II: United Airlines and Going Beyond in Customer Service

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. While the airport and in-flight experience have United, Delta, and JetBlue offering guided meditations to help you chill out and destress, airlines have yet to find an antidote for their, politely put, inadequate customer service. MORE

Airlines Advertising Abandon Call Customer Service 55
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CX Lessons from Jeanne Bliss Part 2 – Alaska Airlines

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. What Alaska Airlines Did to Make Mom Proud: “We Trust You” Empowerment Toolkit. as best airline and/or frequent flyer program. MORE

Airlines Chief Customer Officer Accountability Personalization 40
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Great EX (Employee Ambassadorship) and CX (Customer Advocacy) Story: The Southwest Airlines Rep and the Passenger With Cancer

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. Southwest Airlines Agent Note. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE

Airlines Customer advocacy Consulting Consulting 235
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For Airlines CX suddenly a Priority

Andrew Mcfarland

SEPTEMBER 3, 2020

A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. Customer Experience Customer Loyalty Covid-19 Loyalty Price Supply and Demand United AirlinesTruth be told, it’s never been imprisoned.) MORE

Airlines Customer Experience 62
>

Putting an Airline’s Customer Experience to the Test

ConvergeOne

FEBRUARY 12, 2019

One of my favorite stories, which occurred to me and 200 of my now-closest friends, involves airline travel. As a customer experience professional, I find myself more attuned to experiences I receive as a consumer. Traveling today can be filled with a number of pitfalls: everything from weather, overbooking issues, and poor communications to outdated tools left in the hands of inexperienced gate agents. MORE

Airlines Customer Experience 62
>

Unbelievable: Latest Airline Fiasco!

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. The reason for the cancellations, according to the airline, is a shift in the vacation policy for pilots. While pilots used to have a vacation year that ran from April to March, the airline is switching to a January to December schedule. Cheap Airlines: Low Prices! MORE

Airlines Consulting Consulting Customer Service 306
>

How Tech improves the airline customers’ experience?

Merchants

SEPTEMBER 3, 2019

Merchants expert in Aviation, Devendra Govender highlights how technology and big data analytics are shaping the airline industry to create better customer experiences. The post How Tech improves the airline customers’ experience? appeared first on Business Process Outsourcing Services | Merchants. Articles MORE

Airlines Business Process Outsourcing outsourcing Big data 40
>

Airlines’ Digital Customer Service Research Revealed

CSM Magazine

OCTOBER 5, 2018

The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular. Nearly a third (28 percent) of all Britons who fly use an airline app and. airline, 65 percent of customers said immediate alerts about where their. MORE

Airlines Surveys Personalization Customer Service 40
>

Getting to Know ASUGA: Ann Swift, Southwest Airlines

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. MORE

Airlines Feedback Best practices Technology 99
>

Spirit Airline Flight Delayed to Fix Credit Card Reader That Opens Bathroom Door

BetterXperience

AUGUST 27, 2020

Better Experience Group Customer Experience MORE

Airlines Customer Experience 62
>

A Customer Experience to Watch: Learn 5 Examples of Good Customer Service from Alaska Airlines [Monthly Brand Crush Post]

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. MORE

Airlines Coaching Multichannel Surveys 82
>

Three ways airlines are reinventing COVID travel

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. CX Best Practices MORE

Airlines Customer Experience Best practices 103
>

How to Handle Lost Luggage: A Lesson From the Airlines

ShepHyken

MARCH 3, 2021

I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage. My memory of the few times my luggage was lost by the airlines includes waiting until I’m the last guy standing at the baggage carousel. Even the airline might not know where it is. MORE

Airlines Customer Support Personalization Management 256
>

The Airline Passenger Feedback Paradox

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. Airline customers are being heard less precisely because they are saying more. The airline problem seems desperate. MORE

Airlines Feedback Technology Customer Experience 40
>

Spirit Airlines Punches a Baby For Refusing to Wear a Mask

BetterXperience

SEPTEMBER 7, 2020

Customer Experience Customer Service MORE

Airlines Customer Service Customer Experience 62
>

Airline Customer Satisfaction Scores Fall In 2018

CSM Magazine

APRIL 26, 2018

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 Airline customer satisfaction declines. All but four of the largest airlines saw passenger satisfaction decline in the past year. It was enough for the airline to reclaim the lead from JetBlue, which falls 4 percent to a score of 79. Alaska Airlines rises 1 percent to tie for second place. MORE

Airlines Surveys Customer Experience Management 40
>

2017 Customer Experience Lessons from the Airline Industry…So Far

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 […]. The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge. MORE

Airlines Customer Experience 68
>

Teleopti Won Shenzhen Airline Customer Service Project

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 MORE

Airlines Technology Customer Service 48
>

Airlines, Listen up and Close the Loop with Customers

Clarabridge

JUNE 19, 2017

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. Unfortunately, customer expectations of airlines are already low—however, all that means is one airline can easily differentiate themselves by providing thoughtful, seamless experiences, but there are two key ways to get there. The post Airlines, Listen up and Close the Loop with Customers appeared first on Clarabridge. MORE

Airlines Benchmark Surveys Technology 40
>

Invent Your Vocabulary to Emphasize Who You Are

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. Southwest Airlines has always promised to be a low fare airline. MORE

Airlines Advertising Customer Service Customer Experience 315
>

OneWorld – 15 Airlines – OneHeadache

Andrew Mcfarland

DECEMBER 1, 2015

Customer Experience Customer Loyalty AA American Airlines BA Brand British Airways Finnair OneWorld Skyteam Alliance Star AllianceWhile code sharing is a model that should benefit customers greatly, the reality is still far from the promise. As a result, customers who benefit from one aspect of the customer experience – pricing advantages – suffer along the remainder of the customer journey. The Promise: OneWorld offers “interline ticketing between member [.]. MORE

Airlines Customer Experience 52
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Actions MUST speak louder than Words: United Airlines eat humble pie!

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. We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve. United Airlines. MORE

Airlines Customer centricity Customer retention Customer Experience 64
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CX Stories: United Airlines Creates a Better Connection

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. Although I’ve received many messages from United Airlines and other carriers over the years, one recent set of communications really stands out. As a COPC Inc. MORE

Airlines Consulting Consulting Customer Experience 40
>

3 Examples of Change for the Better in Airlines

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. MORE

Airlines Transportation Consulting Consulting 270
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What airlines can learn from customer service companies

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. He went through the ordeal on Flight 3411, on the 9th of April, 2017, after United Airlines overbooked available seats. What's worse, the company handled the aftermath in a less-than satisfactory manner, spurring many people to boycott the airline. MORE

Airlines Customer Service 65
>
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Remove Airlines Related Topics
Customer emotions Customer centricity Consulting Personalization Customer Service Surveys Customer Experience Wait times Customer retention Customer Care More Related Topics >

How to Handle Lost Luggage: A Lesson From the Airlines

ShepHyken

MARCH 3, 2021

I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage. My memory of the few times my luggage was lost by the airlines includes waiting until I’m the last guy standing at the baggage carousel. Even the airline might not know where it is.

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Unbelievable: Latest Airline Fiasco!

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. The reason for the cancellations, according to the airline, is a shift in the vacation policy for pilots. While pilots used to have a vacation year that ran from April to March, the airline is switching to a January to December schedule. Cheap Airlines: Low Prices!

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Three ways airlines are reinventing COVID travel

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. CX Best Practices

Airlines 103
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Airlines Customer Experience Best practices 103

For Airlines CX suddenly a Priority

Andrew Mcfarland

SEPTEMBER 3, 2020

A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. Customer Experience Customer Loyalty Covid-19 Loyalty Price Supply and Demand United AirlinesTruth be told, it’s never been imprisoned.)

Airlines 62
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Airlines Customer Experience 62

United Airlines Computer Outage Is Customer Service Crisis Case Study

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. But, what I can speak to is the general response that United Airlines made, and how it was a perfect example of what to do in a crisis situation. The post United Airlines Computer Outage Is Customer Service Crisis Case Study appeared first on Shep Hyken.

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Airlines Customer Service Customer Care Accountability 198

Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform

Avoxi

APRIL 22, 2021

The airline also utilizes AVOXI’s extensive international coverage to better connect with customers in… The post Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform appeared first on AVOXI.

Airlines 62
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Airlines Call Center Contact Center Management 62

Temkin Experience Ratings Industry Snapshot: Airlines

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®.

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Cost-Cutting Airlines – Headed for Trouble!

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. One reason for this, the Times reports, is that airlines and other industries are under pressure from Wall Street to return strong profits each year. Cheap Airlines: Low Prices!

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Airlines Consulting Consulting Metrics 266

Airline Communication Amid Coronavirus - Any Lessons?

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.

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Airlines Customer Service Personalization 91

Cheap Airlines: Low Prices! Terrible Service! Can They Change?

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. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. The post Cheap Airlines: Low Prices!

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United Airlines’ Actions – Legal but Unwise

Andrew Mcfarland

APRIL 11, 2017

Influential Factors - Harmful Commodity United AirlinesIt may be legal under carriage contracts to forcibly remove peaceful passengers from a plane, as United did earlier this week, but it’s a bad idea. Not all passengers who book tickets show up for flights. To account for this.

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Airlines Accountability 73

Battle of the Airlines, Round II: United Airlines and Going Beyond in Customer Service

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. While the airport and in-flight experience have United, Delta, and JetBlue offering guided meditations to help you chill out and destress, airlines have yet to find an antidote for their, politely put, inadequate customer service.

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Airlines Advertising Abandon Call Customer Service 55

InformaTech

InformaTech

Temkin Experience Ratings Industry Snapshot: Airlines

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®.

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Airlines Surveys Customer Experience 48

2017 Customer Experience Lessons from the Airline Industry…So Far

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 […]. The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge.

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Airlines Customer Experience 68

Airlines, Listen up and Close the Loop with Customers

Clarabridge

JUNE 19, 2017

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. Unfortunately, customer expectations of airlines are already low—however, all that means is one airline can easily differentiate themselves by providing thoughtful, seamless experiences, but there are two key ways to get there. The post Airlines, Listen up and Close the Loop with Customers appeared first on Clarabridge.

Airlines 40
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Airlines, Listen up and Close the Loop with Customers

Clarabridge

JUNE 19, 2017

In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. Unfortunately, customer expectations of airlines are already low—however, all that means is one airline can easily differentiate themselves by providing thoughtful, seamless experiences, but there are two key ways to get there. The post Airlines, Listen up and Close the Loop with Customers appeared first on Clarabridge.

Airlines 40
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Airlines Benchmark Surveys Technology 40

One miserable [United Airlines] Customer Journey

Andrew Mcfarland

DECEMBER 18, 2018

The post One miserable [United Airlines] Customer Journey appeared first on Pivot Point Solutions. Customer Experience Customer Journey Bruce Temkin Crying Baby Social Media United AirlinesOne 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. In the.

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Airlines Customer Experience 48

OneWorld – 15 Airlines – OneHeadache

Andrew Mcfarland

DECEMBER 1, 2015

Customer Experience Customer Loyalty AA American Airlines BA Brand British Airways Finnair OneWorld Skyteam Alliance Star AllianceWhile code sharing is a model that should benefit customers greatly, the reality is still far from the promise. As a result, customers who benefit from one aspect of the customer experience – pricing advantages – suffer along the remainder of the customer journey. The Promise: OneWorld offers “interline ticketing between member [.].

Airlines 52
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Airlines Customer Experience 52

3 Examples of Change for the Better in Airlines

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.

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Airlines Transportation Consulting Consulting 270

The Airline Passenger Feedback Paradox

Clarabridge

OCTOBER 17, 2017

Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. Airline customers are being heard less precisely because they are saying more. The airline problem seems desperate.

Airlines 40
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Airlines Feedback Technology Customer Experience 40

Getting to Know ASUGA: Ann Swift, Southwest Airlines

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.

Airlines 99
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Airlines Feedback Best practices Technology 99

How Tech improves the airline customers’ experience?

Merchants

SEPTEMBER 3, 2019

Merchants expert in Aviation, Devendra Govender highlights how technology and big data analytics are shaping the airline industry to create better customer experiences. The post How Tech improves the airline customers’ experience? appeared first on Business Process Outsourcing Services | Merchants. Articles

Airlines 40
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Airlines Business Process Outsourcing outsourcing Big data 40

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

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. Southwest Airlines Agent Note. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

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Airlines Customer advocacy Consulting Consulting 235

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

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. The post Flying High and Well-Grounded: How Virgin and Southwest Practice Airline Employee Ambassadorship appeared first on. Michael Lowenstein, Ph.D.,

Airlines 195
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Airlines Consulting Consulting Enterprise 195

Summer Travel Underscores Need for Airlines to Overhaul Customer Service

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. Their score, a 75 on the organization’s 100-point scale, still puts airlines in the bottom third of the 40 sectors measured by ACSI researchers. Can travelers help airlines by helping themselves?

Airlines 69
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Airlines Interactive Voice Response Customer Service Surveys 69

Putting an Airline’s Customer Experience to the Test

ConvergeOne

FEBRUARY 12, 2019

One of my favorite stories, which occurred to me and 200 of my now-closest friends, involves airline travel. As a customer experience professional, I find myself more attuned to experiences I receive as a consumer. Traveling today can be filled with a number of pitfalls: everything from weather, overbooking issues, and poor communications to outdated tools left in the hands of inexperienced gate agents.

Airlines 62
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Airlines Customer Experience 62

What airlines can learn from customer service companies

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. He went through the ordeal on Flight 3411, on the 9th of April, 2017, after United Airlines overbooked available seats. What's worse, the company handled the aftermath in a less-than satisfactory manner, spurring many people to boycott the airline.

Airlines 65
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Airlines Customer Service 65

What airlines are doing to master digital transformation

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

Airlines 74
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Airlines Technology 74

Southwest Airlines Ranked Top for Customer Experience

CSM Magazine

APRIL 3, 2018

Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. The ratings of all airlines in the 2018 Temkin Experience Ratings are as follows: Southwest Airlines: 76%.

Airlines 40
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Airlines Wireless Transportation Benchmark 40

Who are you #onholdwith? The Top On-Hold Offenders in the Airline Industry

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. Modern airline customer service (CS) is a far cry from the days when Don Draper-like marketers were designing prime service experiences for anyone who could afford to climb aboard (as marketed in this 1954 ad for American Airlines). Frontier Airlines. This airline sucks! United Airlines.

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Airlines Abandon rate Entertainment Banking 52

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

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. We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve. United Airlines.

Airlines 64
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Airlines Customer centricity Customer retention Customer Experience 64

Teleopti Won Shenzhen Airline Customer Service Project

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
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Airlines Technology Customer Service 48

Airlines’ Digital Customer Service Research Revealed

CSM Magazine

OCTOBER 5, 2018

The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular. Nearly a third (28 percent) of all Britons who fly use an airline app and. airline, 65 percent of customers said immediate alerts about where their.

Airlines 40
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Airlines Surveys Personalization Customer Service 40

Spirit Airlines Punches a Baby For Refusing to Wear a Mask

BetterXperience

SEPTEMBER 7, 2020

Customer Experience Customer Service

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Airlines Customer Service Customer Experience 62

Spirit Airline Flight Delayed to Fix Credit Card Reader That Opens Bathroom Door

BetterXperience

AUGUST 27, 2020

Better Experience Group Customer Experience

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Airlines Customer Experience 62

Airline Customer Satisfaction Scores Fall In 2018

CSM Magazine

APRIL 26, 2018

After a year of customer service crises and rising ticket prices, customer satisfaction with airlines drops 2.7 Airline customer satisfaction declines. All but four of the largest airlines saw passenger satisfaction decline in the past year. It was enough for the airline to reclaim the lead from JetBlue, which falls 4 percent to a score of 79. Alaska Airlines rises 1 percent to tie for second place.

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Airlines Surveys Customer Experience Management 40

CX Stories: United Airlines Creates a Better Connection

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. Although I’ve received many messages from United Airlines and other carriers over the years, one recent set of communications really stands out. As a COPC Inc.

Airlines 40
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Airlines Consulting Consulting Customer Experience 40

American Airlines Creating Wi-Fi Friction

PeopleMetrics

FEBRUARY 13, 2018

On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. Using Gogo internet, which has been American Airline’s provider since this sort of thing was possible on airplanes, I had an account where all my credentials were stored on my computer. American Airlines turned the Wi-Fi experience from one that was easy and enjoyable to one that is clunky and full of friction.

Airlines 60
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Airlines Accountability Consulting Consulting 60

A Customer Experience to Watch: Learn 5 Examples of Good Customer Service from Alaska Airlines [Monthly Brand Crush Post]

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.

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Airlines Coaching Multichannel Surveys 82

Net Promoter® News: United Airlines, National Australia Bank (NAB), Commonwealth Bank of Australia (CBA)

CustomerGauge

APRIL 13, 2017

United Airlines ties $500,000 CEO bonus to customer satisfaction results We have all read and seen the news and videos regarding United Airlines’ recent customer service debacle. For those of you who have not been tuned in, the American airline went through a customer service fiasco after asking four of their passengers to get off […].

Banking 60
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Banking Airlines Customer Service 60

Invent Your Vocabulary to Emphasize Who You Are

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. Southwest Airlines has always promised to be a low fare airline.

Airlines 315
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Airlines Advertising Customer Service Customer Experience 315

CX Lessons from Jeanne Bliss Part 2 – Alaska Airlines

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. What Alaska Airlines Did to Make Mom Proud: “We Trust You” Empowerment Toolkit. as best airline and/or frequent flyer program.

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