Experience Matters

APRIL 2, 2018

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.

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Airlines Industry Effort Score Consumers 120

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. The reason for the cancellations, according to the airline, is a shift in the vacation policy for pilots. PR Nightmare!

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Airlines Policies Social Media Travel 153

QuestionPro Audience

JANUARY 3, 2017

In order to best accommodate travelers, airlines offer several additional services where travelers can upgrade their seats, access airline exclusive lounges, and purchase in-flight food and entertainment. This gives airlines the perfect opportunity to boost their end-of-year sales numbers. Select your respondents.

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Airlines Loyalty Brands Industry 150

The DiJulius Group

JUNE 5, 2023

Read Full Article The post Building A Sense Of Community: American Airlines Opens Its First Hotel appeared first on The DiJulius Group. Think about how a concert can unite thousands of strangers. Completely different age groups, economic statuses, genders, political viewpoints, and.

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Hotels Airlines Groups Connections 105

Blake Morgan

JUNE 7, 2023

Between cancellations, inflation, and the lingering impact of the pandemic, it’s been a rough year for the airline industry. The airline industry has faced a rocky road in the last few years. What sets the airlines apart is their commitment to customers and ability to deliver consistent, frictionless experiences.

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Airlines Customer Experience Data Effort Score 59

Blake Morgan

MAY 29, 2023

What does it take to be regularly recognized as the best airline in the world? With its five-star service and excellent amenities, Emirates goes against airline industry trends to invest in customers and provide an impeccable experience. The post 5 Customer Experience Strategies From Emirates Airlines appeared first on Blake Morgan.

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Airlines Strategy Customer Experience Entertainment 59

Blake Morgan

JANUARY 16, 2023

Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision – and it has culminated in a very public PR nightmare. Most airlines recovered after two days. A week after the winter storms ended, the airline has still not recovered. Southwest Airlines is known as the affordable fun airline.

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Airlines Travel Case Study Employee Experience 59

Kristina Evey

MARCH 14, 2018

It’s all over the news… a United Airlines flight attendant insisted that a passenger put her dog carrier containing her 10-month-old French bulldog, Kokito, in the overhead compartment. She worked for the airline. She would never insist something be done contrary to airline rules and policies. She was trained.

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Airlines Customer Experience Travel Guidelines 184

Customer Bliss

OCTOBER 4, 2018

Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines.

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Airlines Industry Strategy Customer Experience 176

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.

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Airlines Travel Hotels Social Media 76

Customer Bliss

JUNE 28, 2018

Let’s face it: the airline industry is tough. Do you remember how many airlines there were when you were a kid?) To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D.

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Airlines Industry Competitive Advantage Travel 135

ijgolding

MAY 2, 2017

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. Chamber Of Commerce in Washington, D.C.,

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Airlines Customer Centricity Policies Travel 181

Blake Morgan

JANUARY 3, 2023

Gary Kelly is arguably to blame for lacking Southwest Airlines’ runway vision – and it has culminated in a very public PR nightmare. . Most airlines recovered after two days. A week after the winter storms ended, the airline has still not recovered. Southwest Airlines is known as the affordable fun airline.

Airlines 64

Airlines Travel Case Study Employee Experience 64

Customer Bliss

APRIL 4, 2017

Southwest Airlines has an industry-standard approach to promoting people from within. Sonya Lacore has proudly served Southwest Airlines for 15 years, Sonya began her career as a flight attendant. Sonya has a wealth of knowledge, experience and understanding of the needs in the airline industry. Episode Overview. About Sonya.

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Airlines Hospitality Leadership Connections 204

Doing CX Right

DECEMBER 30, 2022

The mass cancellations at Southwest Airlines provide valuable business lessons. The post Avoiding Customer Disruptions: Lessons Learned From Southwest Airlines’ Cancellations appeared first on Doing CX Right. Learn and apply best practices that are in your control to mitigate disruptions impacting customer loyalty and trust.

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Airlines Loyalty Customers Tools 59

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.

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Airlines Chatbots Self Service Travel 88

Michelli Experience

APRIL 18, 2017

I was going to write a blog about all the missteps involved in the United Airlines customer experience disaster. When it comes to the airline industry the weather, so to speak, is frighteningly challenging. In fact, I’ve often thought about opening an airline and transforming service in that industry.”. Such things as….

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Airlines Travel Transportation Customer Centricity 230

Blake Morgan

AUGUST 8, 2023

              With its many changes and outside forces, the airline industry is challenging for customer experience. When Oscar first stepped into his role as CEO of United Airlines, he prioritized developing the shared purpose, or the mission, vision, and values.

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Airlines Customer Focused Leadership Travel 52

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. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. The checked baggage fees. The snacks we don’t get anymore.

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Airlines Travel Report Customer Experience 129

InMoment XI

SEPTEMBER 30, 2015

We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? Until next time. christravell

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Airlines Automotive Social Media Industry 150

The DiJulius Group

AUGUST 2, 2024

Read Full Article The post New Leader Training / Vanguard, Spirit & Frontier Struggling Due to Horrible CX / You Can’t Make Experience Irrelevant / Southwest Airlines Ditches Open Seating / Customer Experience is at an All-Time Low appeared first on The DiJulius Group. Only 3% of companies are now.

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Airlines Training Customer Experience Groups 92

GetFeedback

APRIL 12, 2017

Countless factors led to the United Airlines failure, and countless interactions led to the public consensus that their customer experience is problematic.

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Airlines Company Interaction Customer Experience 150

InMoment XI

AUGUST 5, 2016

In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers. Furthermore, for many frequent flyers the airline reward programmes that include upgrades and free flights are.

Airlines 150

Airlines Customers Marketing 150

InMoment XI

AUGUST 5, 2016

In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers. Furthermore, for many frequent flyers the airline reward programmes that include upgrades and free flights are.

Airlines 150

Airlines Customers Marketing 150

InMoment XI

AUGUST 5, 2016

In a crowded market where airlines of all types converge, price competition is tougher than ever, and passengers are more likely to ‘shop around’ for the best deals, it is becoming more and more difficult to secure loyal customers. Furthermore, for many frequent flyers the airline reward programmes that include upgrades and free flights are.

Airlines 150

Airlines Customers Marketing 150

Experience Matters

MARCH 19, 2015

Overall, the airline industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 12 th place out of 20 industries. Southwest Airlines came in second with a rating of 72%, placing it 89 th overall. It was also one of only five industries to improve its rating over the past year, increasing its average by 1.2

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Airlines Customer Experience Industry Customers 120

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.

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Airlines Case Study Chatbots Call Center 99

InMoment XI

SEPTEMBER 30, 2015

We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? Until next time. christravell.

Airlines 150

Airlines Automotive Video Social Media 150

InMoment XI

SEPTEMBER 30, 2015

We’ve got the definitive answer for you, or at least for the auto and airline industries, in this week’s MaritzCX blog. Ever wonder how auto companies compare to other industries in responding to customer inquiries over social media? Until next time. christravell

Airlines 150

Airlines Automotive Video Social Media 150

InMoment XI

JANUARY 27, 2022

To get a better look at this concept, let’s analyse a policy at an ANZ airline. With quarantine back on the table, as you would expect, airlines had to cancel their international flights and offer credits or refunds to their customers. Well, not all airlines agree. Balancing Operations and Customer Experience: A Case Study.

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Airlines Customer Experience Policies Financial 397

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.

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Airlines Customers Loyalty Customer Experience 62

Michelli Experience

AUGUST 22, 2017

It’s hard to believe it has been seven months since United Airlines faced the first of three monumental customer experience debacles. In fairness, other airlines have faced similar flight delays due to computer-related “glitches” during the same time frame. The post United Airlines: Big Data to the Rescue of the Passenger Experience?

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Airlines Data Travel Consulting 113

Helen Dewdney

MARCH 7, 2022

Many airlines have not treated customers well, such as British Airways taking advantage of the law not being clear on refunds. We have seen in the UK a number of airlines offering vouchers instead of refunds for trips that passengers could not take due to the pandemic. It is not about what is easiest for the airlines.

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Airlines Customer Service Chatbots Poor Customer Service 57

InMoment XI

JULY 30, 2015

“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. airlines into animpromptu Twitter response time contest. On Friday, July 25th at precisely 8:44am I invited all the major U.S. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. 2nd steak knives.

Airlines 150

Airlines 150

InMoment XI

JULY 30, 2015

“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. airlines into animpromptu Twitter response time contest. On Friday, July 25th at precisely 8:44am I invited all the major U.S. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. 2nd steak knives.

Airlines 150

Airlines 150

InMoment XI

JULY 30, 2015

“We’ll take the steak knives” tweeted JetBlue airlines in response to my inquiry. airlines into animpromptu Twitter response time contest. On Friday, July 25th at precisely 8:44am I invited all the major U.S. It went like this… Hey @AmericanAir @united @Delta @SouthwestAir @JetBlue @AlaskaAir. 2nd steak knives.

Airlines 150

Airlines 150

Beyond the Arc

MARCH 10, 2020

You may be hearing those words a lot lately, as many major airlines recently sent Coronavirus updates to frequent fliers. The post Comparing Airline Coronavirus Emails – CX Lessons appeared first on Blog @beyondthearc.com. But did their messaging and tone provide the reassurance they intended?

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Airlines Brands Communication Customer Experience 66