airlines

Continental Airlines boosts customer service by cutting free food. Huh?

March 15, 2010

An extremely exclusive club has just lost another member. Now that Continental Airlines has bagged its free meals I can no longer include it on the “airlines I like to brag about” list. The list is getting very, very short, by the way. Let’s hope Alaska Air and Singapore Airlines stay in business or this [...]

Read the full article →

Airlines to customers: Stop complaining or we’ll pack up and go home!

February 17, 2010

I remember when we were kids. We’d play all kinds of games. And when one kid pushed things too far (playing unfair) a parent might step in and enforce some basic rules on the group. This usually had a stabilizing effect on the game. But sometimes the kid who was acting out would escalate rather [...]

Read the full article →

Is your luggage getting treated better by airlines?

February 9, 2010

As customers, we understand prices on most things we buy tend to go up over time. It’s part of the cost of doing business so we accept it without much fuss. But if we feel we’re not getting treated fairly, then there could be problems. Are we paying more because we’re getting more in return? [...]

Read the full article →

Social Media helps Dave Carroll tell his customer service story

February 5, 2010

In 2009, Dave Carroll (a professional musician from Nova Scotia, Canada) engaged a massive worldwide audience to share his customer service story about United Airlines. Using YouTube.com to deliver his message, he wrote and performed a song that has made an impact.  Some people estimate 100 million people saw his video. You see, United Airline [...]

Read the full article →

To improve customer service: Understand your purpose

August 17, 2009

Here is your Daily Dose of Amazing Service: Understand your purpose And here are some additional thoughts on this topic… A few years ago I wrote an article about the Charlotte Airport.  I couldn’t help myself because it’s a wonderful place to spend time between flights.  They have done some amazing things to offer their [...]

Read the full article →

Airlines ranked for customer service; Continental dominates

July 2, 2009

J.D. Power and Associates has released their 2009 North America Airline Satisfaction Study. Here’s how the major US airlines rank:

Read the full article →

NWA – Delta Improves Customer Experience. Will it last?

June 23, 2009

It appears the predictions that a down economy would spur companies to higher levels of customer service are coming true. Recently on a trip to Philadelphia my wife and I were delayed on a NWA flight. Our plane left the gate about an hour late and then we sat on the tarmac for another 45 [...]

Read the full article →

Now is The Time to Innovate

April 7, 2009

In a recent article on airline performance and  customer service, the author cites the 19th annual Airline Quality Rating which shows most airlines had improved their on time performance and their customer service in 2008.  This sounds like a welcome change for any of us who travel. But one of the study’s authors noted that [...]

Read the full article →

Customer Surveys Don’t Always Tell the Whole Story

March 31, 2009

Last week I read that the Minneapolis – St. Paul (MSP) Airport had been named the best large airport in North America (and #3 in the world) for customer service quality. As a lifelong Minnesotan, I felt some pride that our hometown airport did so well in this survey. But I also saw something I [...]

Read the full article →

How can you go the extra mile for your customers?

February 10, 2009

In my seminars and workshops a big topic is how to go the extra mile for our customers. Actually, it’s the first requirement of Amazing Service: “Give your customers what they want plus a little more.” And it can make a huge positive impact on your customer loyalty. When you go the extra mile, you [...]

Read the full article →

Four Things Airlines Can Do to Improve Customer Service

February 3, 2008

Poor customer service from airlines is legendary. It’s cliche. It’s so common that when we do get great service we feel like we’ve won the lottery, if only for a moment. But it doesn’t have to be that way. Sure, airlines have big challenges that can be obstacles to providing great customer service. So do [...]

Read the full article →

10 Things to Love About the Charlotte Airport

March 30, 2007

Not long ago I flew into to Charlotte on my way to Roanoke, VA. In the past 10 months I had seen way too many airports to suit my tastes. By this time, most had blended together in an indistinguishable mushy mass in my memory. But not the Charlotte Airport. Compared to other airports I [...]

Read the full article →