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.

3 reasons you should love a customer service meltdown

There's probably nothing a neutral mediator can say to improve the situation in the case of a customer-service meltdown. It is what it is: an unfortunate and complete breakdown. But as a student of failure, I'm here to tell you that these snafus can be a goldmine — a teachable moment.

United Airlines holds plane so passenger can say goodbye to his dying mother

A customer, with a tight connection, racing to visit his dying mother gets help from the staff at United Airlines. They actually hold his connecting flight so that he can make his connections.

8 moves that can help consumers if the AA/US merger is approved

If the Department of Justice (DOJ) and the Department of Transportation (DOT) decide to approve the merger of American Airlines and US airways, they should attach industry-wide consumer-focused conditions to the approval.
By |February 15th, 2013|Today|5 Comments|

Master of the Sky, If airlines worked like health care,

When I heard Thenardier, the pub owner in Les Miserables, sing Master of the House, I couldn't help thinking that he was an airline executive skiing about fleecing his passengers. Shortly afterwards, a friend sent me a vintage video entitled, "If Airlines Worked Like Health Care." They both evoke an all-too-real image of today's airlines.
By |February 2nd, 2013|Today|0 Comments|

Can airline customer service rise to new heights?

An information technology specialist for a government agency in Baltimore, Boal ran into trouble recently when she flew to her mother’s funeral in Chicago. Her fibromyalgia and severe arthritis made it difficult to board the aircraft. Delta Air Lines staff bent over backward to make the flight as comfortable as possible, she says.