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. 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!

For Airlines CX suddenly a Priority

Andrew Mcfarland

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.)

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United Airlines Computer Outage Is Customer Service Crisis Case Study

ShepHyken

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.

Temkin Experience Ratings Industry Snapshot: Airlines

Experience Matters

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®.

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. 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!

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

Beyond Philosophy

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!

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

Fonolo

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.

United Airlines’ Actions – Legal but Unwise

Andrew Mcfarland

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.

2017 Customer Experience Lessons from the Airline Industry…So Far

CustomerGauge

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.

Airlines, Listen up and Close the Loop with Customers

Clarabridge

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, Listen up and Close the Loop with Customers

Clarabridge

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.

One miserable [United Airlines] Customer Journey

Andrew Mcfarland

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.

OneWorld – 15 Airlines – OneHeadache

Andrew Mcfarland

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 [.].

3 Examples of Change for the Better in Airlines

Beyond Philosophy

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.

The Airline Passenger Feedback Paradox

Clarabridge

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.

How Tech improves the airline customers’ experience?

Merchants

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

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. 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.

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. 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.,

Putting an Airline’s Customer Experience to the Test

ConvergeOne

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.

Spirit Airlines Punches a Baby For Refusing to Wear a Mask

BetterXperience

Customer Experience Customer Service

Getting to Know ASUGA: Ann Swift, Southwest Airlines

Aspect

Ann is the manager of Workforce Systems for Southwest Airlines. She explained that because the majority of Southwest Airlines Customer Representatives are represented by a collective bargaining agreement, they have agreed upon work rules which require them to think outside of the box regarding configuration while limiting customization as much as possible. The post Getting to Know ASUGA: Ann Swift, Southwest Airlines appeared first on Aspect Blogs.

What airlines are doing to master digital transformation

TELUS International

Discover the new technology airlines like Air Canada, Ryanair and Lufthansa are embracing in order to get closer to the customer. Travel and Hospitality

American Airlines Creating Wi-Fi Friction

PeopleMetrics

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.

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

BetterXperience

Better Experience Group Customer Experience

Summer Travel Underscores Need for Airlines to Overhaul Customer Service

Aspect

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?

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. 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.

Southwest Airlines Ranked Top for Customer Experience

CSM Magazine

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%.

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

Fonolo

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.

Teleopti Won Shenzhen Airline Customer Service Project

teleopti

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

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

ijgolding

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’ Digital Customer Service Research Revealed

CSM Magazine

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.

CX Lessons from Jeanne Bliss Part 2 – Alaska Airlines

Enghouse Interactive

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.

Airline Customer Satisfaction Scores Fall In 2018

CSM Magazine

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.

CX Stories: United Airlines Creates a Better Connection

COPC

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.

Invent Your Vocabulary to Emphasize Who You Are

ShepHyken

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.

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

CustomerGauge

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 […].

In Celebration of Customer Loyalty Month, Here’s Some “Anti-United Airlines” Stories

Steve DiGioia

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. lets highlight some great examples of service This original article was written by Steve DiGioia. April is Customer Loyalty Month.

Battle of the Airlines, Round I: Air Canada and the Customer Service Question

Fonolo

However, one clear downside is a lack of competition in the airline industry (that, and the proximity to polar bears). By all counts, Air Canada is an award-winning airline , a brand built on the notion of customer service. Obviously, airlines are often at the mercy of forces beyond their control. For example, let’s say that your family is about to return home from march break, and your airline has to cancel your flight (for reasons beyond their control).

5 Top Customer Service Articles for the Week of September 16, 2019

ShepHyken

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. My Comment: We started this week’s roundup with an article about Delta Airlines. Let’s “bookend” the list with another airline article.

What the United Airlines Saga Can Teach Every Company

GetFeedback

Countless factors led to the United Airlines failure, and countless interactions led to the public consensus that their customer experience is problematic. Articles