Zeisler Consulting

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Communication is key

Zeisler Consulting

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.

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When your numbers are more important than your Customers

Zeisler Consulting

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.

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It’s not your fault but it is your responsibility

Zeisler Consulting

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

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.

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Good CX Principle #2: Communicate

Zeisler Consulting

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.

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Throwback: A little bit of Seoul

Zeisler Consulting

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.

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The pilot cares the least

Zeisler Consulting

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.