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Top : Customer Service - Airline Industry: Customer service in the airline industry is critical for the survival of air carriers around the world. Whether you're interested in airline sales personnel, airline attendents, or pilots, you'll find information about airline customer service, and how to improve it here.
Articles:
Job stress beginning to take toll on some airline workers - by Barbara De LollisSee how unhappy airline employees make for unhappy customers, which makes for a low score with regards to customer service. According to this article posted at the end of November 2004, this is a problem that is not affecting just one airline, but many airlines. See what sort of customer service you can expect when you are travelling by air. (Added: 10-Dec-2004 Hits: 1985 )
Creating Customer Friendly Skies - Customer Experience with Airlines - by Ramesh Venka
"We have reoriented ourselves to become a customer driven company - a company that recognises that its only true assets are satisfied customers, all of whom expect to be treated as individuals, and who won't select us as their airline unless we do just that". So wrote Jan Carlzon in "Moments of Truth" over 20 years ago. At that time Jan Carlzon was the head of SAS. (Added: 6-Dec-2010 Hits: 822 )
Every on-time departure, every bag and every customer interaction really counts - by Elliot
US Airways ranked number one in on-time performance, baggage handling and customer satisfaction among the major network carriers for May, according to the latest Transportation Department report — a rare trifecta. It’s even more impressive, considering that just a few years ago, the airline consistently ranked near the bottom of the list. I asked Kerry Hester, the airline’s vice president for reservations and customer service planning, to shed some light on the numbers, and what they mean to passengers. You can read a related interview about US Airways fixation on numbers with Robert Isom here. (Added: 2-Aug-2010 Hits: 974 )
Airline industry needs to back IT - by Daniel Thomas
There is an airline industry-wide need to embrace technology to improve customer service is the theme for this article. The industry should move together to implement high-tech solutions to improve customer service for such processes as issuing airline tickets and boarding passes. See if you agree to the need for the whole industry to beef up their use of technology. (Added: 10-Dec-2004 Hits: 1896 )
Planes, Trains, and Automobiles - by Lisa Picarille
Whether a company is transporting legendary golfers, tons of lumber, or ladies who lunch, customer service is key. CRM in the transportation industry is as varied as what is being moved and who is moving it. But the bottom line is the same: CRM can help transport companies to reach new heights, drive profits, and bring them closer to their customers. Here, the stories of three companies that use CRM to do all this and more. (Added: 30-May-2005 Hits: 1226 )
United Airlines customer service success story - by Judi Sohn
This is a good example of wonderful customer service. You won't want to miss how United Airlines demonstrated how well they appreciate their returning customers. (Added: 18-Feb-2010 Hits: 1592 )
Flying Below the Radar on Service - by Don Oldenburg
After reading this article about the lack of customer service you will know that airline customers have rights that they can excercise. Something else you may be interested in remembering is that each airline can guarantee or not, that their schedules will allow for late connecting flights. Learn more by reading this article, see what you think about the customer service. (Added: 10-Dec-2004 Hits: 1179 )
Customer Service, Customer Satisfaction, and Corporate Performance - by Martin Dresner and Xu Kefeng
This study (published in 1995) examines the effect of three customer service variables on customer satisfaction and in turn on profitability for U.S. airlines, a service sector industry. The airline industry was chosen for the study because of the availability of an excellent stream of government-collected data on customer service, customer satisfaction, and corporate performance. (Added: 30-Mar-2006 Hits: 1588 )
Customer Service is Key to Travelers - by Robyn Greenspan
Although this article was published in 2001, it is still a valid commentary on the importance of customer service in the airline industry. Within the retail industry, customer service is the biggest deal breaker for airlines. (Added: 10-Dec-2004 Hits: 2552 )
Southwest Airlines Cruises in Customer Satisfaction - by Colin Beasty
A semiannual report shows airline service improving, but travelers want more live agents. The study's purpose was to evaluate airline contact center operations on a scale ranging from A to D, with the primary focus on call satisfaction and completion. (Added: 30-Mar-2006 Hits: 1319 )
Airline Customer Service Nightmare - by na
An example of how to to it all wrong in the airline industry. We all experience poor service from time-to-time. I bring you this latest incident to provide an example of the importance of expectations as they relate to customer satisfaction. Customer satisfaction occurs when service meets or exceeds expectations. Apparently, my service expectations were too high in this negative service encounter (Added: 5-Dec-2004 Hits: 2648 )
Secrets of Superior Customer Service Airlines - by Gregory P. Smith
Article explains how Singapore International Airlines achieves what some call the best airline customer service in the world. pop (Added: 5-Dec-2004 Hits: 5117 )
Zagat Survey Finds Airline Industry Customers Unhappy - by n a
The company questioned 5,277 regular travellers and travel professionals about their air travel experiences during the past year and results show that most expressed disappointment. (Added: 30-Mar-2006 Hits: 1535 )
Learning From JetBlue - by Norm Brodsky
One day flying JetBlue, I found myself being served by David Neeleman, the airline's founder. When was the last time you met your customers and asked how you could better serve them? (Added: 1-Dec-2011 Hits: 109 )
Airline complaints surge 37 percent in latest report; US Airways is most complained about - by na
Even though domestic carriers had fewer flight delays, cancellations and mishandled bags this past November than during the same month a year before, customers didn't take notice, according to the Transportation Department's latest Air Travel Consumer Report.""Gripes about airline service mushroomed by 37 percent for the month, with the government receiving 808 grievances from consumers about airline service, 37 percent more than the 589 complaints received in November 2006. (Added: 2-Aug-2010 Hits: 596 )
We Won't Take a Backseat - by Ron Lieber
Customers are more powerful -- and more connected -- than ever. Not convinced? Ask American Airlines, which faced a web-enabled customer revolt. (Added: 20-Mar-2005 Hits: 1158 )
Profits Soar When Airlines Listen - by Julia McCandless
Read how the airline industry has provided better customer serive by using speech-recognition technology, so claimes this article from June 2000 published by CRM magazine. Customers can receive information faster using this technology than the traditional voice-mail, touch-tone messages. See if you agree. (Added: 9-Dec-2004 Hits: 1759 )
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