According to the LA Times, many airlines are seeing an increase in quality of customer service. Through the first seven months of 2009, 79% of US flights were on time, as opposed to 75% during the same time in 2008. The claims to lost luggage also dropped 1 bag per 1,00o people from 4.87 last year to 3.89 this year. One factor contributing to the increase in customer service could be because there are fewer flights in the skies, which means more fewer customers for the airlines to work with.
What do you think about the increase in customer service? As a frequent flier, customer service may have improved, but has the general experience of flying increased? While fewer bags were lost, how much of an impact did airlines new charges for checking bags decrease the number of checked bags?
JetBlue will be joining us at NACCM: Customers 1st to present the keynote speech "Fueling Loyalty within a Mile High Customer-Centric Culture" on Tuesday, November 3. Find out more about the speech here.
Showing posts with label Frequent flyers. Show all posts
Showing posts with label Frequent flyers. Show all posts
Thursday, October 1, 2009
Friday, January 2, 2009
Alaska Airlines focuses on customer service
Although Alaska Airlines is facing turmoil along with the rest of the airline industry, they're determined to maintain their high level of customer service. They recognize that they need to maintain and grow their customer base to stay ahead in the future. Information Week has the story. That's why they've come up with a new system to keep their customers informed as to their airline delays and a new innovative way to help customers reschedule their flights using Oracle's Siebel Loyalty Management. Their first test was on December 20, when a bad weather along the west coast, an automated service emailed their frequent fliers who had flights canceled, and allowed customers to alter their travel plans online, instead of waiting in line to deal with a customer service representative. They're looking to make the flying experience less stressful for their customers, and have developed this innovative service which will appeal to frequent fliers.
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