Airlines with first class customer service
December 29th, 2009
Airline passengers need to arrive at your destination quicker, but want to enjoy the customer service quality. Customer service in the airline industry is very important because it encourages customer loyalty. A good flying experience will lead to repeated use, a bad flight experience, not only will result in the loss of loyalty, but more importantly to the negative word of mouth. In a competitive marketplace and a highly concentrated industry such as airlines, the airlines need loyal customers to maintain a competitive advantage.
Southwest Airlines declares its mission statement of their commitment to high quality customer service valuing its customers and meet their security goal, and the highest expectations. Apparently, Southwest fulfills its mission as the airline is voted repeatedly for its passengers, among the best in terms of customer service. Demonstrating flexibility in reserves last minute, refund to customers for last minute cancellations, and crediting your account to switch between Southwest’s flight schedules are some of the attributes of exceptional customer service that Southwest Airlines offer. Airline representatives are knowledgeable, willing to help and guide customers to meet their demands and always carry a pleasant smile on their faces.
JetBlue Airways is a low cost airline has been named the U.S. airline # 1 home for six consecutive years (2001-2007) of ‘Conde Nast Traveler magazine’s Readers’ Choice Awards. This is the result of exceptional customer service that includes representatives of friendly customers, willing to accept responsibility for their own failures, and ready to solve any problems that may arise. Responsibility for their own failures, and willing to fix any problem that may arise. Normally, when airlines face a consumer crisis, they deny the problem and they lay off an employee to trade off the negative advertisement. By contrast, representatives of participation JetBlue customers in the process of solving any problem, thus improving customer relations.
Both Southwest and JetBlue have Twitter accounts. Along with other airlines, who have embraced the online service as a means to keep an eye on customer complaints and respond to consumer concerns. Customers can send a question and get quick response from the airline through tweets, in fact much faster than by phone or e-mail. For example, a JetBlue Twitter user asked on 26 March at 10:49, if the costs of air travel pillows and blankets for a red-eye flight. Six minutes later, the client receives a response from JetBlue, saying “our pillow and blanket kit is $ 7 and includes CleanRest pillow, fleece and $ 5 coupon to Bed Bath & Beyond”.
Continental Airlines is also known for customer service. The airline is extremely flexible with last minute changes and their customer service agents are friendly, sympathetic and helpful. They are also well informed to ensure that customers are not charged exchange rates. Continental was chosen as the U.S. airline # 1 home in 2008. He was also the No. 1 most admired global airline by Fortune magazine six consecutive years (2004-2009), as well as better value for money among all airlines by Zagat in 2008.
Emirates is one of the best U.S. airlines do not offer high quality customer service. The airline stood at the top of customer satisfaction with 9 out of 10 marks in regard to customer service. The airline is focused on every detail, – check-in, baggage handling, aircraft cleaning, catering, and the flow of passengers – to provide innovative services and meet customer expectations. In addition, passengers rate highly the ease of use of website and online product information and safety standards of the cabin.
In general, saying customer service is beneficial to both customers and airlines. The airlines must find a way to differentiate their customer service can turn around the situation and beat the competition.
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