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. However, over the past year or so, company CEO Michael O’Leary claims to have changed his customer-hating ways.
ShepHyken
MARCH 3, 2021
I’m not sure if there is a term for this phobia, but I have the fear of airlines losing my luggage. My memory of the few times my luggage was lost by the airlines includes waiting until I’m the last guy standing at the baggage carousel. Even the airline might not know where it is. None of us in that office are happy to be there.
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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. As the New York Times recently reported , “Rich bonus packages for top executives are now largely tied to short-term income targets and fatter profit margins instead of customer service.”
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. Keep in mind, this wasn’t a single unhappy customer complaining to a gate agent at the airport. And it may not be a computer glitch, but a weather problem that causes airline delays.
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. The Wall Street Journal has released its annual scorecard of U.S.
ShepHyken
MARCH 8, 2021
Each week I read a number of customer service and customer experience articles from various resources. Why marketing can no longer ignore customer experience by Jason VandeBoom. Digiday) Customer experience is rapidly becoming more designable, more accessible and more creative. Follow on Twitter: @Hyken.
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. She immediately called Southwest’s customer service line at the airport. Southwest Airlines Agent Note. Michael Lowenstein, Ph.D.,
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