ShepHyken

AUGUST 18, 2021

If I had to book a flight on an airline, why would I choose one over another? Most airlines, at least the major carriers, are close in price and offer similar frequent flier programs, so let’s take those out of the decision process. That leaves airline schedules, seat availability, etc. So, what is the tiebreaker?

Personalization 434

Personalization Airlines Customer Experience Surveys 434

ShepHyken

JULY 1, 2022

Since the global pandemic hugely impacted the airline sector, the metaverse has become increasingly important. With thousands of potential routes and fares at their fingertips, airlines have to ask themselves how they can provide relevant information to individual customers.

Airlines 191

Airlines Upselling Customer Experience Chatbots 191

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.

Airlines 218

Airlines Consulting Consulting Enterprise 218

Beyond Philosophy

OCTOBER 7, 2021

Airlines have this a bit, too. Many times, you fly an airline even when you don’t like them. In this case, consider Ryanair, the budget airline in Europe. If some other airline provided better service at the same price, people would flock to them. . It’s the same situation with airline loyalty programs.

Airlines 432

Airlines Banking Accountability Customer centricity 432

ShepHyken

JANUARY 28, 2025

.” About: Aleksander Kaczmarek is the VP of Loyalty Partnerships at CarTrawler , a B2B tech business that partners with the world’s largest brands, including American Airlines and Uber, to provide car rental & mobility solutions for customers.

Customer Experience 213

Customer Experience Airlines B2B Banking 213

Beyond Philosophy

JUNE 15, 2018

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. These surcharges feel annoying, a far cry from the happy and pleased emotions airlines should be seeking.

Airlines 360

Airlines Accountability Consulting Consulting 360

Beyond Philosophy

MARCH 31, 2020

I’ve received a number of messages from airlines, hotel chains and travel site CEO’s about all the measures they are taking, the policies they are changing, etc. So airlines might even stream live to passengers how the plane is being cleaned … who knows. Complaints dropped drastically overnight. Certainly, masks are here to stay.

Airlines 499

Airlines Healthcare Government Self service 499

Beyond Philosophy

OCTOBER 22, 2015

Let’s say there is a weather delay during the holiday season and you work at the airline that now has to inform passengers they aren’t going to make it to their destination. Maybe it’s a referral to another airline or car rental agency. Maybe it’s a drink ticket for the local bar.

Customer emotions 401

Customer emotions Airlines Consulting Consulting 401

ShepHyken

DECEMBER 9, 2024

“Nice to have” industries like online retailers, hospitality, and airlines must invest more in experience to establish trust and loyalty with their customers. High customer expectations and the ability to switch to competitors easily mean companies must work even harder to keep their consumers happy.

Feedback 183

Feedback Airlines Best practices Surveys 183

Beyond Philosophy

AUGUST 20, 2015

A great example of this is the airlines. I had my airport habits well set by the time the airlines introduced self-check in. So the airlines intervened. Making an Intervention to Habitual Behavior. I fly a lot and have for several years. So because self-check in wasn’t part of my habit, I skipped it.

Airlines 417

Airlines Marketing Customer Experience Management 417

Beyond Philosophy

MARCH 23, 2018

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. Airlines are Managing Customer Expectations.

Airlines 310

Airlines Management Transportation Consulting 310

ShepHyken

NOVEMBER 17, 2021

Would you do business with an airline that didn’t offer the ability to book a ticket online, check-in online, and get your boarding pass online? . Assuming that every other airline has these self-service digital options, what if one didn’t? Would you choose to fly with this airline over the others? .

Airlines 323

Airlines Self service Customer Service Customer Experience 323

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. One thing stands out.

Airlines 312

Airlines Customer Service Customer retention Education 312

ShepHyken

AUGUST 3, 2022

The office is usually next to the baggage carousel, and the airline employees who work there interact with one passenger after another, all with the same complaint: My luggage is lost! . Have a recording that directs the customers with lost luggage to call the airline they used. . So, what’s the solution?

Airlines 339

Airlines Customer Support Customer Service 339

Beyond Philosophy

JULY 2, 2020

Delta is a large, successful airline that has been comfortable for some time now. Sources: “Delta, the most profitable US Airline, reports a $534 million loss in the first three months of 2020.” However, companies are in a loss mindset, which sometimes makes firms more risk-seeking than usual. ” Dallasnews.com.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

PeopleMetrics

JANUARY 29, 2025

Example: A global airline integrates AI into its VoC platform to analyze real-time passenger feedback from post-flight surveys. AI identifies a correlation: passengers dissatisfied with baggage handling during layovers are more likely to view the airline as unreliable in the brand perception study.

Marketing 116

Marketing Airlines Surveys Feedback 116

ShepHyken

OCTOBER 31, 2023

But if the company leaders know how much they can give away without losing money and incorporate it into a competitive price, they may have a value proposition that gets and keeps customers. Southwest Airlines is the perfect example of this. It markets the heck out of Two Bags Fly Free®.

Airlines 346

Airlines Marketing Customer Service Customer Experience 346

ShepHyken

MARCH 8, 2021

Singapore Airlines Opens a Customer-Service School for Businesses by Katie Deighton. Introducing a newcome to the list, Singapore Airlines. They have the reputation for being one of the best airlines in the world. You could hire the training professionals at Ritz-Carlton, Disney, Zappos, and even our company, The Customer Focus.

Airlines 363

Airlines Customer Service Coaching Surveys 363

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.

Airlines 411

Airlines Advertising Customer Experience Customer Service 411

ShepHyken

AUGUST 17, 2022

Carlzon was president of Scandinavian Airlines, and he used this concept to turn a sub-par airline into one of the most admired airlines in the industry. He had plenty of examples of how various interactions passengers had with the airline’s employees created an experience that made them want to return and do business again.

Airlines 339

Airlines Advertising Customer Service Management 339

Beyond Philosophy

SEPTEMBER 23, 2014

The first event took place on a United Airlines flight and involved a Knee Defender , a device that a passenger can secure to the tray table to restrict the seat in front of them from reclining. The second incident occurred on an American Airlines flight on its way to Europe. The airlines are not blameless in this either.

Airlines 335

Airlines Consulting Consulting Personalization 335

ShepHyken

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. Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours by Jim Tincher.

Airlines 260

Airlines Customer Service Automotive Customer Experience 260

ShepHyken

DECEMBER 21, 2020

Airline Customer Service Improved In 2020. Forbes) Airline customer service improved in 2020, rising to its highest level since 1994. My Comment: Did satisfaction ratings in the airline industry really go up? Here’s Why. by Christopher Elliott. Yes, but the reason why is interesting.

Airlines 308

Airlines Customer Service Advertising Customer Experience 308

Beyond Philosophy

MAY 10, 2017

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. Should you rack up more frequent flyer miles on an airline you’ve used before, or should you buy a cheaper ticket on a different airline?

Airlines 344

Airlines Consulting Consulting Education 344

Beyond Philosophy

OCTOBER 5, 2023

Ryanair, a European discount airline service, has made a whole airline out of this concept. Airlines started charging for checked bags around 15 years ago in the US. The exception is Southwest Airlines. The calculator would sometimes reveal that the British Airways fare was lower than the so-called low-fare airline.

Airlines 379

Airlines Consulting Consulting Education 379

Beyond Philosophy

OCTOBER 29, 2020

For example, we were working with an airline that wanted to improve their experience. ” In essence, this alone tells you everything you need to know about this airline. We discovered in getting to know their culture that internally, they referred to passengers as “self-loading freight.”

Airlines 417

Airlines Customer centricity Call Center Quality management 417

Avoxi

APRIL 22, 2021

Caribbean Airlines Finds Contact Center Paradise with AVOXI’s Global Communications Platform Caribbean Airlines relies on AVOXI’s global communications software to effectively manage their inbound reservations, connecting their North American and Canadian customers with agents in their Trinidad and Tobago call center.

Airlines 118

Airlines Contact Center Call Center Management 118

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. This great story starts with some bad news that was out of the airline’s control.

Airlines 218

Airlines Brand ambassadors Government Customer Service 218

Beyond Philosophy

AUGUST 14, 2017

But with high passenger volume, airline cost-cutting measures, carry-on baggage restrictions and ever-changing security and airline rules, flying can still be stressful and unpleasant. If you enjoyed this blog, you might also want to read these: Cost-Cutting Airlines – Headed for Trouble! Cheap Airlines: Low Prices!

Airlines 0

Airlines Consulting Consulting Customer Experience 0

ShepHyken

OCTOBER 20, 2024

The author uses three rockstar brands, Amazon, Southwest Airlines, and L’Oréal, to help us understand customer-centricity. According to a Deloitte survey, brands that have achieved customer centricity are 60% more profitable than those that haven’t.

Customer Service 191

Customer Service Customer centricity Entertainment Airlines 191

ShepHyken

MAY 4, 2022

I was on a flight to a city I can’t remember, but what I do remember was the wonderful flight attendant, Bailee from American Airlines, who enthusiastically greeted me with a smile and said, “I like that hat!” She was the perfect frontliner for American Airlines – or for that matter, any type of business. .

Airlines 331

Airlines Customer Service Personalization Customer Experience 331

ShepHyken

MARCH 6, 2019

I called the airlines and they suggested changing my connecting flight to a later one, which I was happy to do. I called the airline back and, once again, they were happy to accommodate my request. In our airline example, what would have happened if the agent asked herself, “What’s the opposite of being switched to a later flight?”

Airlines 292

Airlines Coaching Customer Service Customer Experience 292

Beyond Philosophy

AUGUST 11, 2022

The deficit happened because people were not flying as much during the pandemic, so the airlines laid off the pilots. Now, travel is back on, so airlines need pilots. So now, airlines have staffing shortages and cancellations. But some retired, others got into other businesses, and there aren’t any pilots.

Airlines 365

Airlines Calibration Self service Consulting 365

Beyond Philosophy

NOVEMBER 1, 2019

The airlines were smart about interrupting automatic and repetitive behavior when they installed self-check-in kiosks. ” However, the airline had people “combing the queue.” As they walked passengers through the process, the airline employees said things like, “See? Isn’t that simple?

Airlines 350

Airlines Education Self service Consulting 350

ShepHyken

OCTOBER 10, 2016

However, US airlines aren’t exactly known for their warm and fuzzy customer service. Flyers can feel abandoned, as if the airline doesn’t even care. Airlines are known for customer service horror stories, although many of the issues are due to weather, air traffic control and even an occasional mechanical problem.

Customer Service 320

Customer Service Airlines Customer Care Marketing 320

Beyond Philosophy

MARCH 26, 2020

I’ve had two interesting emails from Southwest Airlines and Delta explaining what they were doing to respond to the crisis. Moreover, people still talk about the fact that Southwest Airlines were the only airline after 9/11 that let people change flights without any additional costs. Be transparent.

Airlines 348

Airlines Consulting Consulting Call Center 348

CX Accelerator

NOVEMBER 7, 2023

It’s at that point I realized that I never received an email from the airline after booking my flight. When I called the airline, I explained to them that I didn’t have my booking code — and apparently my name, credit card number, location, and approximate time of the flight were not enough to find my reservation.

Customer centricity 316

Customer centricity Airlines Feedback Construction 316