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

Airlines in search of customer loyalty need to do more than improve service b y Nick Francis. The Hill) In the wake of recent incidents and subsequent PR nightmares — not to mention congressional tongue-lashings — airlines are attempting to make up for their customer service shortcomings. MORE

I have high status on several airlines and one of the perks the airlines offer to their frequent fliers with “status” is to fly standby for earlier flights at no charge. I explained that this was one of the perks of flying a lot on the airline. Empathy and Respect. MORE

Here are some highlights: Wegmans, H-E-B, Citizens, credit unions, Publix, and Subway earned the highest overall ratings, while CarMax, Spirit Airlines, Optimum, Medicaid, and Comcast received the lowest. When we compared individual company’s ratings with their industry averages, we found that Southwest Airlines and Georgia Power most Read More. MORE

Over time, we opened an office in Florida and switched to a more convenient airline, Delta. We all know that business travelers with such a high status are the most profitable for airlines. I have had the same mobile (cell phone) company in the UK for around 25 years. 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

Airlines Run Mental Accounting Too Often in the Red. The airlines’ industry as a whole is another excellent example of how not to structure your pricing. Airlines’ pricing often irritates and disappoints customers. Pricing is fundamental to your business. MORE

I discovered midway through writing it that my flight had been cancelled – not from my airline (SAS – Scandinavian) – but by overhearing two passengers having a conversation with each other. MORE

Two very simple, yet interesting questions that have been very publically brought to the fore by British airline, Monarch. Customer retention and loyalty CX Leadership People employee engagement John Perkins Monarch Airlines people engagement Specsavers 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

If you’re like me, you have loyalty cards for three different supermarkets, a half dozen airlines, several hotels, a dozen or so assorted retailers and the local frozen yogurt shop. 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

Forbes and her colleagues studied Department of Transportation records for 160 million commercial airline flights between 1990 and 2016. They looked at the flying times for comparable flights between the same cities on the same airlines and at the same time of year. 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

Last week I had very high expectations of three particular organisations – the W Hotel in Leicester Square; Scandinavian Airlines (SAS); and the Admiral Hotel Copenhagen. I was excited to fly to Copenhagen with Scandinavian Airlines (SAS). MORE

The cabin crew on my American Airlines flight to Miami were…. As I boarded my American Airlines flight back to Heathrow, I was almost disappointed – disappointed that I had not really encountered a ‘Ritz Carlton’ like ‘Magic Moment’ to share in my blog. MORE

Last week I had the pleasure of writing a Customer Experience Review on low cost airline Norwegian. I intentionally say ‘the pleasure’ as I was pleasantly surprised by the experience – not a common feeling I have in my experiences with airlines. MORE

My Comment: What United Airlines scandal! The day or two after the scandal where a United Airlines passenger was physically and brutally removed from the plane, the stock plummeted and United lost almost a billion dollars in value. 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

This week we feature an article by Misa Chien who shares great lessons we can learn from the Southwest Airlines customer culture. Thanks to a few meaningful acts of kindness by Southwest Airlines, her flight to her bachelorette party became a memory worth treasuring. In a recent Southwest customer review article , the bride-to-be shared that she and her five friends took the airline when flying from Baltimore to Charleston for a bachelorette party getaway. 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

Interactive Services Proactive Notifications & Mobility Professional Services Travel & Hospitality airline assistant audience benefits case study customer CX experience fail feedback implementation metrics pilot project risk savings SMS solution test travel variables MORE

Airlines of Europe beware!! If you have not heard of Norwegian, it will not be long before the name of the Nordic airline is as common in ‘budget’ air travel as Ryanair or Easyjet. Norwegian is an airline that has been in existence since 1993. MORE

When United Airlines brutally forced a senior citizen off a flight this week to accommodate United crew members, the social media world lit up like a Roman candle. Who would have thought you could be beaten up for insisting on your right to use an airline ticket you paid for? MORE

A close third is the Airline industry. It’s notable to point out that only Delta Airlines has a dedicated Twitter support handle, the other airlines are engaging customers on their main brand Twitter handle. Interesting that a particular airline is missing from the list. 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

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

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

Healthcare Interactive Services Proactive Notifications & Mobility airline automotive business call case study center communication contact email emergency increasing insurance notification pharmacy proactive seasonality SMS strategy success text travel voice volume MORE

United Airlines and the Dollars and Cents of Customer Experience by Augie Ray. My Comment: I couldn’t let this week’s Top Five list get away without at least one article about the United Airlines Customer Service debacle. 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

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

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

Unless you have been living in a cave with no access to Wi-Fi, it can not have escaped your notice that United Airlines have come in for some rather heated criticism lately. I don’t know about you, but I will actively avoid using United Airlines for the foreseeable future. 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

Our next winner comes from an airline that has continuously been rated the best for customer experience , something our winner (and all employees) should take great pride in. If you were thinking, ‘this has to be Southwest Airlines,’ you’re right! 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