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Do frequent flier miles trump customer service?

Forgive me. Though there have been sales on JetBlue and Virgin America, I booked on US Airways and American Airlines in pursuit of elite status.
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    Sunday musings: Apple watch is new hotel room key, Low airline expectations, JetBlue corporate ideal

Sunday musings: Apple watch is new hotel room key, Low airline expectations, JetBlue corporate ideal

The Apple watch may change hotel check-in. Our customer service expectations may be too low for our own good. And, JetBlue sticks to good service today for future profits.

Passengers cry, “Stop kicking sand in our faces!”

As long as airline consumers don't band together in order to offset the airlines' lobbying power in Washington, airlines will keep kicking sand in our faces.

Let’s unite and stop airlines from treating us like cargo

As long as airline consumers don't band together in order to offset the airlines' lobbying power in Washington, airlines will keep kicking sand in our faces.
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    Sunday musings: Hotel satisfaction rises, luggage tactics, airline profits up and service down

Sunday musings: Hotel satisfaction rises, luggage tactics, airline profits up and service down

J.D. Power Reports: Hotel satisfaction reaches record high

Even with hotel fees rising and room rates increasing, it seems that

Legacy carriers abandon their back-of-the-plane customers at their own risk

Customer service has been suffering since American Airlines began charging for checked bags and the rest of the legacy carriers jumped on the ancillary fee bandwagon. Now, airlines are abandoning their coach passengers when it comes to their frequent flier programs. Every improvement for business-class and first-class passengers is coming at the expense of coach passengers. (Reprinted from last Sunday with corrected links.)
By |April 17th, 2014|Today|0 Comments|

Maybe good airline service is possible after all

As Juanita Centanni boarded a recent Cayman Airways flight from Tampa to Grand Cayman, she braced herself for an awful travel experience.

Weekend what we’re reading: Southwest simplicity, flight school for dogs, Google glass at airports

Southwest Airlines reaps customer satisfaction by keeping in simple. Dogs find a school to help them train for the problems of flying. Don't we wish we had such lessons? Google glass may be coming to an airport or other customer service systems bringing information and face-to-face contact closer.
By |November 2nd, 2013|Today|0 Comments|

Sunday musings: An airline caste system, bad profits, round-the-world myths

We have a lot to think about. These first two articles deal with the separation between airlines and their customers. Slowly, passengers are finding themselves treated more and more as cargo. Human interaction, compassion and empathy have been eliminated from the equation of airline travel. Customer service has all but been eliminated. At the same time airlines are foisting fees on their customers that passenger instinctively know are unjustified. However, they pay the fees but wait for a way to "take revenge." Finally, a simpler, more enjoyable subject — round the word travel and its feasibility.
By |September 8th, 2013|Today|2 Comments|

Is Greyhound leaving passengers out in the cold?

A Greyhound bus, which originated in Minneapolis, left a group of passengers at a closed station in the middle of the night. The passengers huddled together outside the closed building. Singh opened his luggage and added layer upon layer of clothes in an effort to keep warm. This isn't right.