One airline, two different customer service experiences
It’s no secret that the major airlines are struggling. And that they need to charge some of the penalties and fees that they do to survive. But sometimes waiving a fee might be the best financial decision an airline can make.
Airline form letter lying to Dominican victims
I read with interest my colleague Chris Elliott’s blog posting this morning about US Airways’ response to its customers stranded in Punta Cana, Dominican Republic, after their flight was canceled due to a tropical storm and they were “escorted” from the terminal by armed guards.
Mixing politics, oil and customer service
I just received a surprising email from a professor friend in California.
Hi Charlie — I’m on hold with Delta Skymiles, and in addition to the usual ABBA soundtrack, I get a nice little political message that says Congress “must” enact legislation banning oil speculating and promoting domestic drilling. Left or right, this is the first time I’ve ever been propagandized by an airline while waiting to spend my money.
Dear flight attendants: Who’s sorry now?
The letter from an angry flight attendant has touched a nerve with travelers. Thousands of readers have left scores of comments either supporting the flight attendant’s lament or detailing their passenger laments. But one stands out.
If your flight attendant grimaces, maybe she’s just taking a break
My latest post of a letter from an angry flight attendant has spawned a slew of responses from angry passengers and about an equal number of comments by those who agree with the flight attendant. But no one has remarked about just how hard it is to smile. Or is it?
5 free ways airlines could improve their customer service now
During my years as part of the management team of a major airline’s customer relations office, I always taught my staff what I called the “brussels sprouts” theory. Here’s what that means — and how Ritz-Carlton hotels can teach the airlines a thing or two about service.
With complaints on the rise, airlines turn to forms for relief
You’d think airline customer relations departments would be overwhelmed with complaints, considering the latest changes in fees and policies. You’d also think they’d defend their decisions in an articulate, reasoned way. Wrong.
How not to complain, with 4 tips for success
Google “airlines” and “complaints” and you’ll hit the jackpot – but who needs a secondhand story? Almost every traveler has been furious with an airline at some time or other, perhaps in the very last week. But how many of them have figured out how to lodge a successful complaint? Customer relations specialist David Burns has some advice.
Flying by the numbers: Making sense of airline stats
There are hosts of seemingly random statistics associated with airline travel that can leave even the savviest traveler perplexed. Prices change from minute to minute, hidden taxes and fees appear out of nowhere, and many of us don’t even know what the surprise charges are for — or where the money goes. Our guest columnist, customer-service specialist David Burns, does some figuring for you.