Tag Archives: airlines and great customer service

Metrics That Don’t Matter

As you may know, US airlines keep track of actual on time arrival and departure information and it is publicly available. Late flights arriving or departing are tracked. A belief exists that this information helps the public select flights. The … Continue reading

Posted in airlines, customer satisfaction | Tagged , , , , , | 1 Comment

I Was Stupid And They Saved Me

I bash the airline industry a lot on this blog. Firstly, I fly often so I get lots of opportunity; and secondly, they give me lots of examples. That being said, when they do a good job, I also like … Continue reading

Posted in airlines, customer service | Tagged , , , , , , , | Leave a comment

Customer-Centricity Is A Mindset

As long time readers know, I fly a lot. Lots of flights, lots of gate agents, flight attendants, etc. Some good, some great, some who need to consider another career. However, I heard something shocking recently on a Southwest Airlines … Continue reading

Posted in airlines, customer service | Tagged , , , | Leave a comment

Wow

Sometimes the airlines just blow me away … in a good way. I am in DC, got here last night, went to dinner with my Uncle and got a call from Continental Airlines to tell me that my flight today … Continue reading

Posted in airlines, customer service | Tagged , , , , , | Leave a comment