INDUSTRY INSIGHTS YOUR PEERS ARE READING
airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. MORE
In fact, in the light of recent horrific customer experiences served up by British Airways and United Airlines (to name but two), it was with a sense of relief that we would be getting to and from Paris via Eurostar, taking us through the channel tunnel. MORE
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
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. MORE
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. MORE
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. MORE
Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE
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. MORE
When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index. MORE
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. MORE
Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51st place overall out of 318 companies across 20 industries. The post Temkin Experience Ratings Industry Snapshot: Airlines appeared first on Customer Experience Matters®. MORE
Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics. MORE
Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. And it may not be a computer glitch, but a weather problem that causes airline delays. MORE
As the weather warms up in the West and many take off for their summer holidays, customers are increasingly dealing with big-brand companies in the business of travel: Airlines. Frontier Airlines. This airline sucks! United Airlines. American Airlines. MORE
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
I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. Cheap Airlines: Low Prices! MORE
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
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. MORE
And considering the sheer number of flights that take off every day, it’s astounding to calculate the sheer numbers involved in this corner of the airline industry. At any given moment, the skies above you see many airlines criss-crossing their way across the country. The old-school paper-based way of scheduling airlines. Today, many airlines are moving to a variety of online scheduling systems, but even those present challenges. MORE
Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines. MORE
This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Southwest Airlines Agent Note. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy. MORE
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. MORE
He was the CEO of American Airlines. I got a job at American Airlines -- a place where you couldn’t even get an interview. When I finally had the honor of meeting the CEO of Southwest Airlines, George H.W. As a President’s Scholar at Southern Methodist University, I was fortunate enough to have a full scholarship along with access to dignitaries and business leaders. Al Casey was one of those leaders. And he happened to be teaching a class on leadership. MORE
RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. And no, they won’t pay for you to rebook on another airline. MORE
The 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. MORE
We are focusing on improving service worldwide with airlines, airport, aircraft manufacturers, governments, travel agents…and YOU! Company Updates airline travel airlines airports customer service iata sustainability travel MORE
Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. Some say that I am easily confused! MORE
Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines. MORE
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. MORE
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. MORE
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. MORE
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. MORE
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 MORE
Teleopti has, together with Voice Codes and Yucheng Technology, won the Shenzhen Airline customer service project. By an integrated WFO application of the best modules, Shenzhen Airline expects to improve the entire operation efficiency MORE
Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. Airline personnel get angry. And, that goes for all other airline personnel. Let me emphasize that this is not the airlines fault. MORE
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. MORE
The other night I was on a Southwest Airlines flight, traveling home from a speaking engagement. Philosophy created by Southwest Airlines in which Customers are treated honestly and fairly, and low fares actually stay low – no unexpected bag fees, change fees, or hidden fees. MORE
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. MORE
One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. United Airlines. MORE
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
It's been close to two months now since David Dao was manhandled, dragged and left bloodied and unconscious after he refused to give up his seat for the crew of United Airlines. MORE
Airlines Related Topics Beyond Philosophy
SEPTEMBER 20, 2017
RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. And no, they won’t pay for you to rebook on another airline.
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.
Beyond Philosophy
JUNE 19, 2017
I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. Cheap Airlines: Low Prices!
Customer Experience Matters
APRIL 2, 2018
Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51st place overall out of 318 companies across 20 industries. The post Temkin Experience Ratings Industry Snapshot: Airlines appeared first on Customer Experience Matters®.
Beyond Philosophy
JANUARY 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.
CustomerGauge
MAY 17, 2017
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
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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. The post Airlines, Listen up and Close the Loop with Customers appeared first on Clarabridge.
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.
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. Airline customers are being heard less precisely because they are saying more. The airline problem seems desperate.
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.
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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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.
Beyond Philosophy
JANUARY 2, 2018
This past July 23rd, Southwest Airlines passenger Stacy Hurt called the airline’s customer service desk at the Pittsburgh International Airport. Southwest Airlines Agent Note. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.
Beyond Philosophy
MARCH 5, 2015
There have been many great stories in the past couple of months about airlines doing what was right by their Customers. Frontier Airlines Pilot Feeds His Passengers While Stranded on Runway. Southwest Airlines is a great Customer-centric airline with excellent employee engagement. What Southwest Airlines is not, at least according the US Department of Transportation, is punctual, which is clearly not a great stat when you are in the transportation game.
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. American Airlines turned the Wi-Fi experience from one that was easy and enjoyable to one that is clunky and full of friction.
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.
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.
The Upsell
JANUARY 28, 2017
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.
CSM Magazine
APRIL 3, 2018
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.
Beyond Philosophy
NOVEMBER 14, 2017
Both understand (in the case of Sir Richard at Virgin Group) and understood (in the case of Herb Kelleher at Southwest Airlines) the value of putting people and customers first, HR practice second. Michael Lowenstein, Ph.D., CMC Thought Leadership Principal, Beyond Philosophy.
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.
ijgolding
MAY 2, 2017
One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. United Airlines.
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
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.
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
Fonolo
JUNE 27, 2018
As the weather warms up in the West and many take off for their summer holidays, customers are increasingly dealing with big-brand companies in the business of travel: Airlines. Frontier Airlines. This airline sucks! United Airlines. American Airlines.
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.
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.
DigitalGenius Blog
JANUARY 24, 2019
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.
ijgolding
JUNE 5, 2017
In fact, in the light of recent horrific customer experiences served up by British Airways and United Airlines (to name but two), it was with a sense of relief that we would be getting to and from Paris via Eurostar, taking us through the channel tunnel.
ijgolding
SEPTEMBER 2, 2015
Ryanair are now the largest international airline IN THE WORLD!!!!! They have become so large, that they are the 6th largest airline overall – only surpassed with airlines that have significant domestic traffic. Some say that I am easily confused!
ShepHyken
APRIL 19, 2017
Last week was a bad week for the airlines. The United Airlines customer service debacle hurt all airlines, not just the United brand. Airline personnel get angry. And, that goes for all other airline personnel. Let me emphasize that this is not the airlines fault.
Quadient
FEBRUARY 16, 2018
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.
Branch Mesenger
JULY 23, 2018
He was the CEO of American Airlines. I got a job at American Airlines -- a place where you couldn’t even get an interview. When I finally had the honor of meeting the CEO of Southwest Airlines, George H.W. As a President’s Scholar at Southern Methodist University, I was fortunate enough to have a full scholarship along with access to dignitaries and business leaders. Al Casey was one of those leaders. And he happened to be teaching a class on leadership.
Branch Mesenger
APRIL 3, 2018
And considering the sheer number of flights that take off every day, it’s astounding to calculate the sheer numbers involved in this corner of the airline industry. At any given moment, the skies above you see many airlines criss-crossing their way across the country. The old-school paper-based way of scheduling airlines. Today, many airlines are moving to a variety of online scheduling systems, but even those present challenges.
Kristina Evey
MARCH 14, 2018
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.
Up Your Service
DECEMBER 24, 2018
We are focusing on improving service worldwide with airlines, airport, aircraft manufacturers, governments, travel agents…and YOU! Company Updates airline travel airlines airports customer service iata sustainability travel
ShepHyken
MARCH 26, 2018
Southwest Airlines Had a Brilliant Reaction When a Passenger’s Wi-Fi Wouldn’t Work by Bill Murphy Jr. My Comment: Let’s start this week’s Top Five with a great story featuring Southwest Airlines.
ShepHyken
OCTOBER 3, 2016
Southwest Airlines Puts Its Heart Into The Customer Experience by Stan Phelps. Purple Goldfish) Two years ago Southwest Airlines launched new branding for the airline. Stan Phelps, the author of the “Goldfish” series of books, shares insights from Southwest airlines.
ShepHyken
FEBRUARY 26, 2018
Can awful airline customer service be overridden with AI and analytics? tnooz) After the debacles that occurred within domestic air travel in 2017, it’s clear airlines need to look carefully at their customer service tactics.
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