Airlines - Customer Experience Update

Communication is key

Zeisler Consulting

DECEMBER 7, 2020

Of course, the airlines came through with more-generous-than-usual policies when it came to refunds and credits (the latter of which they’d prefer to issue for cashflow purposes). Now, I’d been canceling lots of reservations, not just airlines but also rental cars and accommodations, during this time.

Communication

Communication Airlines Course Travel

When your numbers are more important than your Customers

Zeisler Consulting

DECEMBER 22, 2021

It was an evening flight, perhaps not the last flight on the route (it was hub-to-hub for the airline, so the route sees a lot of traffic), but close to it, and we were—of course—late getting in. Louis) had limited flights for this particular airline. The airline? That meant two things. Of course, that’s the way we think.

Airlines

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It’s not your fault but it is your responsibility

Zeisler Consulting

DECEMBER 8, 2021

Our airline teamed with a company that, theoretically was supposed to aid us in locating a testing facility, scheduling and paying for a test, and directly uploading the results into our airline’s system so that—again, in theory—we’d not even have to bring any sort of paperwork along when we flew out. Their reaction to my email?

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The pilot cares the least

Zeisler Consulting

JANUARY 5, 2022

And in that case, the airline has standing reservations, and it doesn’t matter if the entire airport’s been shut down and flights canceled so that everybody is looking for a place to stay…they’ll get a room. *I’m They won’t miss a connection.

Airlines

Airlines Hotels Course Consulting

Good CX Principle #2: Communicate

Zeisler Consulting

NOVEMBER 12, 2020

These days airlines have robust information on their apps (sometimes you know what’s going on before the gate agent does), and I imagine that bit of insight makes us ‘smart enough to be dangerous’ in some cases from their perspective. You’ve likely had a relatable situation if you’ve ever been waiting for a plane to take off.

Communication

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Throwback: A little bit of Seoul

Zeisler Consulting

DECEMBER 21, 2020

Here’s a throw-back article I wrote back in 2017, as United Airlines was retiring their 747 airframe. With United Airlines retiring their fleet of 747s, I wanted the opportunity before it was gone to take a trip on the Queen of the Skies. And if nothing else, it’s a reminder that we used to be able to get out there and travel.

Airlines

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The pilot cares the least

Zeisler Consulting

JANUARY 5, 2022

And in that case, the airline has standing reservations, and it doesn’t matter if the entire airport’s been shut down and flights canceled so that everybody is looking for a place to stay…they’ll get a room. *I’m They won’t miss a connection.

Airlines

Airlines Hotels Course Consulting

Adversity brings out true character

Zeisler Consulting

DECEMBER 2, 2021

Airlines, for example, love using the weather as a get-out-of-taking-responsibility-free card for anything else that goes wrong, even if it’s due to their inability to deal with the weather in a responsible way because, well, there’s never been a storm before. Do they think we’re stupid? It’s one thing to screw up.

Airlines

Airlines System Connections Brands

Employees are NOT your Customers

Zeisler Consulting

JANUARY 25, 2021

loves that many of their employees are also Customers (and rightly seeks out their input as Customers), and while Southwest Airlines likewise puts a premium on what their employees say when they fly as passengers, neither would likely mistake them for Customers, generally speaking. For example, while I’m sure Zappos!

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When Customer Support is the only number Part I

Zeisler Consulting

JANUARY 12, 2022

It’s not like I demand to talk to the CEO of an airline if they lose my luggage. So, this is a huge, publicly-traded corporation with tens of thousands of employees. I wasn’t expecting to be able to speak with, say, the head of their sales division or whatnot.

Effort Score

Effort Score Customer Centricity System Airlines

Is it loyalty?

Zeisler Consulting

JULY 26, 2022

But when I think about things like my airline (I use the one hubbed in Denver, of course), or the brand of car we drive (sure, it’s good, but when we are in the market for a new one, history is only part of the decision-making process), there’s certainly nothing emotional when it comes to what those brands may consider our ‘loyalty’.

Loyalty

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Good CX Principle #4: No near-misses

Zeisler Consulting

NOVEMBER 18, 2020

In the earlier article about communication, I mentioned how airlines are now offering more information on their apps about the status of their flights. The alternative is, of course, to only offer vague generalities and couched suggestions of what the solution might look like.

Airlines

Airlines Communication Course Customer Experience

It’s the experience, not the channel

Zeisler Consulting

JANUARY 4, 2021

The scenario usually went somewhat like this: I had an issue with this airline or hotel chain right there at the gate or in the lobby checking in. But if I remember correctly it usually had to do with people otherwise having issues checking into a hotel or in-the-moment flight cancellations and such.

Hotels

Hotels Airlines Travel Communication

When Customer Support is the only number Part I

Zeisler Consulting

JANUARY 12, 2022

It’s not like I demand to talk to the CEO of an airline if they lose my luggage. So, this is a huge, publicly-traded corporation with tens of thousands of employees. I wasn’t expecting to be able to speak with, say, the head of their sales division or whatnot.

Effort Score

Effort Score Customer Centricity System Airlines

Why are you online?

Zeisler Consulting

MARCH 25, 2025

If youre an airline and I cant easily search for flights and browse fares; or if I cant buy those tickets online with a credit card stored within my account, then youre failing big time. I dont know that an airline that doesnt allow purchasing tickets (with delivery of a mobile boarding pass as well) even exists anymore.

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Customer Experience Update

Zeisler Consulting

Communication is key

When your numbers are more important than your Customers

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It’s not your fault but it is your responsibility

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The pilot cares the least

Good CX Principle #2: Communicate

Throwback: A little bit of Seoul

The pilot cares the least

Adversity brings out true character

Employees are NOT your Customers

When Customer Support is the only number Part I

Is it loyalty?

Good CX Principle #4: No near-misses

It’s the experience, not the channel

When Customer Support is the only number Part I

Why are you online?

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