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. The post United Airlines Computer Outage Is Customer Service Crisis Case Study appeared first on Shep Hyken.

Airlines 248

Airlines Customer Service Accountability Customer Care 248

Working Solutions

SEPTEMBER 3, 2024

This case study delves into how a prominent budget airline navigated this challenge. In November 2022, the airline removed its […] While this streamlines operations and cuts costs, eliminating phone support can deeply affect customer relations and business performance.

Airlines 52

Airlines Customer Service Customer Support Customer Experience 52

Concentrix

APRIL 11, 2024

Discover how an airline achieved 10X digital penetration and reduced costs by 67% with a complete digital transformation powered by Google Dialogflow.

Airlines 62

Airlines Transportation Technology 62

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. 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.

Airlines 277

Airlines Customer advocacy Consulting Consulting 277

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

TELUS International

APRIL 5, 2021

Here's what airlines are doing to keep travelers safe while streamlining the customer experience (CX). Air travel has changed significantly due to COVID-19.

Airlines 105

Airlines Customer Experience Best practices 105

Concentrix

OCTOBER 29, 2024

Deliver an outstanding passenger experience from gate to gate by leveraging the right technology, data analytics, and expert advice.

Airlines 48

Airlines Analytics Technology Transportation 48

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

Inbenta

JULY 29, 2021

8 airline chatbot use cases to achieve top-notch support. Airline chatbot examples. Create your own airline chatbot. These situations call for superior airline customer service. Achieving top-notch airline support with chatbots. Airline chatbot examples. Let’s face it. Automate flight search & bookings.

Airlines 88

Airlines Chatbots Upselling Self service 88

Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread.

Airlines 106

Airlines Customer Service Personalization 106

Netomi

DECEMBER 7, 2022

I’ve never flown with Frontier Airlines, but I know people who have. Passengers are directed to the airline’s app to help resolve the requests and issues, yet the app is not working on your phone. As the world barrels towards digital-first, Frontier Airlines announced its decision to drop its customer service line. Imagine this.

Airlines 52

Airlines Customer Service Chatbots Multichannel 52

Aspect

DECEMBER 10, 2019

Ann is the manager of Workforce Systems for Southwest Airlines. When asked how her employer supports her being a part of the ASUGA community, Ann said Southwest Airlines is big about becoming partners with their vendors. The post Getting to Know ASUGA: Ann Swift, Southwest Airlines appeared first on Aspect Blogs.

Airlines 118

Airlines Best practices Feedback Contact Center 118

Inbenta

MAY 14, 2021

GOL, a brasilian airlines who has been a customer of Inbenta since 2016 , has launched new features to enhance the capabilities of GAL, the airline’s virtual assistant, on WhatsApp. It has already generated interest from other airlines, including international ones. WhatsApp chatbot and check-in.

Airlines 99

Airlines Chatbots Call Center Management 99

Beyond Philosophy

JUNE 14, 2024

Surge Pricing is commonly seen in ride-sharing services or airlines, where prices increase during peak times to encourage more drivers to hit the road. Examples of surge pricing include Uber’s increased fares during rainy weather and airlines charging higher prices for last-minute bookings or peak travel times.

Airlines 221

Airlines Customer centricity Management 221

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

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 349

Airlines Marketing Customer Service Customer Experience 349

Andrew Mcfarland

SEPTEMBER 3, 2020

A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. Truth be told, it’s never been imprisoned.) Under the category of “much ado about nothing” United decided that their approach to customers was far from appealing.

Airlines 62

Airlines Customer Experience 62

Vistio

JANUARY 9, 2023

We just witnessed the Southwest Airlines holiday meltdown of 2022. The debacle that ensued can be attributed primarily to Southwest’s Direct Route Model as opposed to the Hub and Spoke Model that most of the other airlines use. Additionally, antiquated technology made it hard to mobilize pilots and staff along other flight routes.

Airlines 52

Airlines Technology Management Best practices 52

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

Teresa Allen

MARCH 9, 2020

As a customer service speaker, I am a frequent traveler on multiple airlines. Over the past week, I have received communication from several airlines re changes in policies amid the Coronavirus spread. Upon receiving the second detailed letter from an airline CEO, my opinion of the American communication dropped drastically downward.

Airlines 62

Airlines Customer Service Personalization 62

ShepHyken

SEPTEMBER 15, 2024

Switchfly outlines how these programs have evolved from punch cards, trading stamps and airline miles into dynamic, tech-driven solutions. Several successful airline loyalty programs have a higher valuation than the underlying airline.

Customer Service 216

Customer Service Airlines Self service CRM 216

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 325

Airlines Self service Customer Service Customer Experience 325

Steve DiGioia

APRIL 17, 2017

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. Not usually a big deal, I sneeze in threes.

Airlines 133

Airlines Accountability Marketing Management 133

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 342

Airlines Customer Support Customer Service 342

SharpenCX

JANUARY 15, 2020

First up: Alaska Airlines. Alaska Airlines has been steadily climbing on the ACSI Index since 2015. And last year, they were the only airline to push past the 70 th percentile, reaching 80% satisfaction and nabbing the number one Customer Satisfaction score in the industry. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

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

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 342

Airlines Advertising Customer Service Management 342

Steve DiGioia

APRIL 17, 2017

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. Not usually a big deal, I sneeze in threes.

Airlines 113

Airlines Accountability Marketing Management 113

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

ShepHyken

NOVEMBER 21, 2023

This idea came to me as I read an article about United Airlines changing the way passengers board the plane. Most airlines put passengers in groups and call them in order. But, in the airline business, two minutes is a big deal. Well, whatever “it” is may work just fine, but that doesn’t mean it couldn’t be better.

Airlines 229

Airlines Journey mapping Morale Customer Service 229

Beyond Philosophy

JUNE 20, 2024

Another example of dynamic pricing is airline prices. Another factor in airline pricing that affects what you pay is when you fly. Using the airline business model, you can bet that all the airlines with routes to Jacksonville will raise their prices surrounding that event.

Airlines 195

Airlines Customer centricity Wait times Education 195

ShepHyken

AUGUST 4, 2024

By adopting an efficient disruption management framework, airlines can significantly minimise the negative impact on passengers despite the challenges. This proactive approach not only safeguards the airline’s reputation, but also strengthens the overall resilience of the aviation sector. Millions of travelers were delayed or stranded.

Airlines 209

Airlines Customer Service Advertising Marketing 209

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 414

Airlines Advertising Customer Experience Customer Service 414

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. Can travelers help airlines by helping themselves?

Airlines 79

Airlines Interactive Voice Response Customer Service Self service 79

CustomerGauge

MAY 17, 2017

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 […].

Airlines 72

Airlines Customer Experience 72

ShepHyken

JANUARY 10, 2024

It would take two flights on two airlines to get to where I was going, so I expected two boarding passes. Because it’s a different airline, it takes an extra couple of steps, and she didn’t want to do it.” Yes, the second agent took great care of me. I booked an international trip for a speaking engagement. What was it?

Customer Service 249

Customer Service Airlines Customer Experience Management 249

Andrew Mcfarland

DECEMBER 18, 2018

The post One miserable [United Airlines] Customer Journey appeared first on Pivot Point Solutions. One 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.

Airlines 48

Airlines Customer Experience 48