Unbelievable: Latest Airline Fiasco!

Beyond Philosophy

RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. And no, they won’t pay for you to rebook on another airline.

United Airlines Computer Outage Is Customer Service Crisis Case Study


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

Cost-Cutting Airlines – Headed for Trouble!

Beyond Philosophy

I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. Cheap Airlines: Low Prices!

Temkin Experience Ratings Industry Snapshot: Airlines

Customer 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®.

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.

2017 Customer Experience Lessons from the Airline Industry…So Far


The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge. Blog Featured Airline industry Customer experience Net Promoter Score United Airlines

Airlines, Listen up and Close the Loop with Customers


In light of a series of unfortunate events with many Airlines recently, complaints in April have spiked 70% prior to the year before. The post Airlines, Listen up and Close the Loop with Customers appeared first on Clarabridge.

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


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.

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.

The Airline Passenger Feedback Paradox


Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. Airline customers are being heard less precisely because they are saying more. The airline problem seems desperate.

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.

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.

How Tech improves the airline customers’ experience?


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

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.

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

Beyond Philosophy

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

Putting an Airline’s Customer Experience to the Test


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.

How Airlines Handle Trump’s Surprise Travel Ban

The Upsell

The post How Airlines Handle Trump’s Surprise Travel Ban appeared first on The Upsell. Case Studies air canada airlines bloomberg british airlines british airways Delta Airlines emirates Facebook muslim president trump Social media travel travel ban trump Twitter WestjetRecently, U.S. President Donald Trump issued a travel ban to the United States for citizens of seven mostly Muslim countries – Iran, Iraq Libya, Somalia, Sudan, Syria and Yemen, for 90 days.

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

Beyond Philosophy

Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.

American Airlines Creating Wi-Fi Friction


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. American Airlines turned the Wi-Fi experience from one that was easy and enjoyable to one that is clunky and full of friction.

Summer Travel Underscores Need for Airlines to Overhaul Customer Service


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.

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. Southwest has earned the highest score for airlines every year since the Ratings began in 2011, with the exception of 2015 when JetBlue came in first.

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.

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.

CX Stories: United Airlines Creates a Better Connection


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. As a COPC Inc.

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


One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. United Airlines.

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.

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

Teleopti Won Shenzhen Airline Customer Service Project


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

5 Top Customer Service Articles for the Week of 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. Let’s “bookend” the list with another airline article.

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


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.

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


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.

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


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. Really, what else can you do but call the airline and re-book?

Invent Your Vocabulary to Emphasize Who You Are


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

Why Ignoring CX Won’t Fly in the Airline Industry


The American Customer Satisfaction Index (ACSI) released its annual travel report and found that customer satisfaction in the airline industry has increased by 1.4%. The airline industry is the butt of countless comedians’ jokes for having notoriously underwhelming CX, and though executives claim to prioritize improvement, little seems to be changing. A study conducted by Watermark Consulting suggests that great CX helps build business value for airlines.

United Airlines Needs a Lesson in Apologizing - Transforming the Customer Experience

Kristina Evey

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. To make the situation even worse, and the purpose of this post is that United Airlines issued an apology that could have been delivered by a robot… “This was a tragic accident that should never have occurred, as pets should never be placed in the overhead bin.

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


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

Coffee, Tea or Laptop?


Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. Airline personnel get angry. And, that goes for all other airline personnel. Let me emphasize that this is not the airlines fault.

Ryanair ‘always getting better’ – has the world’s largest international airline really changed?


Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. Some say that I am easily confused!

Airline Disruptions Make the Case for AI in Customer Service - Again

DigitalGenius Blog

There are fewer worse things than being stuck at an airport right before Christmas - ready to burn off some steam at the end of the year, eager (or perhaps not) to see your family, or go somewhere sunny.

Three steps for great airline customer communication during turbulent periods


The first few months of the New Year are traditionally busy ones for the travel industry, with many airlines touting special offers as people begin to dream of sitting by the pool on a summer holiday. Of course the majority of holiday plans are executed without a hitch, but just as there can be no guarantees that the weather will be warm and sunny, there is no way for airlines to forecast and prevent potential delays and cancellations that may lay ahead.