FM Outsource’s Post

Navigating the Skies of Customer Service: A Call for Better Care 🌍 Lately, a lot of people have been using LinkedIn to air their grievances against airlines, hoping to get a response from the right people. While social media can be a powerful way to get noticed, it begs the question: Should airlines be relying on these public complaints to address issues, or is it time for a change? 📣 Is This the Best Approach? It seems like posting complaints online is becoming a go-to move for frustrated passengers who feel their concerns are falling on deaf ears. While these posts can definitely bring issues into the spotlight and get quick responses, they also highlight a bigger problem within the industry. ✈️ Why Not Focus on Better Customer Care? Airlines should be aiming to build better, more responsive customer service channels that tackle problems before they hit social media. By investing in training, using tech to streamline responses, and fostering a culture of transparency, airlines can make a real difference in passenger experiences. 👥 What Can Be Done? Better training for staff, smarter use of technology, and a genuine commitment to solving problems can all contribute to a better experience for travelers—without needing to take complaints public. What are your thoughts on this? How do you think airlines can improve their customer service? #Aviation #CustomerService #Airlines #PassengerExperience #LinkedInConversation

Where has Customer Service gone? One of, if not THE biggest failures in today’s business world is a lack of customer service offered by many businesses. After dealing with American Airlines for the last 30 hrs - from delayed flights - lost bags - on a simple one stop domestic journey, it is obvious their CEO, Robert Isom did not genuinely mean that he would focus on improving their horrible reputation. It appears that AA has farmed out almost all of their support services to other countries in an attempt to make more money vs having anybody available to actually address an issue. But they are not alone. Most businesses in this tech driven world should rebrand customer service into customer disservice or customer no service. It is an utter embarrassment to those of us trying to do it the right way to see this and not be able to fix the problem. My audience is small, but you have my absolute promise, if you have a problem with our company Mode One you can reach me directly at 405-202-6060 and I will address your problem head on!!! Let’s get back to doing the right thing, the right way, and actually be there for our customers!!!

Iberia is one of the finest airlines that intends to provide the best service to its customers. It flies to almost 45 countries across America, Europe, Africa, and the Middle East and covers a large audience. Since travelers from many countries fly with Iberia Airlines, the need to resolve their concerns becomes imperative. However, Iberia Airlines does not disappoint its passengers and tries to resolve every issue. The customer service team of Iberia Airlines actively responds to the passengers and helps them out. If you are traveling with the Iberia airlines and stuck with the question how do I speak to someone at Iberia customer service? Then check out the detailed information given below. Check out this Link: https://lnkd.in/gKnPVxB4 #iberiaairlines #travel #blogger #blog #guide #howto #customerservice

= Persistence pays off | Customer eXperience =   For several years, whenever searching for 🛫 flights, I have used Kiwi – it’s intuitive, functional, works perfectly on PC and as an app.   Last time it was an early morning flight to Edinburgh via layover in Luton of 1,5 h, and these were 2 different carriers, and tickets. So, I opted for Kiwi's product called *️⃣ Disruption Protection, in this case it was something around 25 EUR p/ticket.   The day of the trip arrived and I’ve learned the first flight was ⌛ delayed by 1 h, meaning low chance of making it on-time for the second one at Luton.   I've contacted Kiwi, got the offer to take the first flight and then, if missing the second, to contact again from Luton.   We were traveling 3 of us, and, of course, while we passed the passport 🛂 control at Luton, the gate for next flight was already ⛔ closed, hence I called Kiwi helpline again, we discussed the options - there was a flight after lunch, with price of ~280 EUR. As this was above the limit of Disruption Protection, I was offered to book it with a surcharge of 85 EUR. Of course I agreed, as had no desire to stay at the airport ♾️ forever.   Later, while waiting for PNR code in the app to check-in, it appeared there were not enough seats on that flight, hence an 🔄 alternative was found, which I saw was priced ~240 EUR. This time it was a success and late in the eve we finally 🛬 reached Edinburgh.   Upon return back home from the trip, I remembered this small price difference (~40 EUR) and contacted Kiwi for the reimbursement. First reply was that it was non-refundable.   I replied back, polite as always, but precise and to the point, adding some numbers. Again – it was non-refundable with some 🔣 arguments that were out of scope.   So I asked for booking confirmations or the invoices to check the details, and if true, I would concede. Got the reply it was impossible to provide such information 😊   This really triggered me to mention both Kiwi.com CEO and CX Director that I will contact, which I did – politely excusing myself for such small-level case, asking to check the level of transparency of their help agents.   And magic did happen – after several days I’ve been 📥 contacted by Kiwi, providing detailed analysis and explanation of my case, and a reimbursement of even greater 💶 amount I expected. On top of that – a 💳 voucher for a future booking!   The moral is simple: ✅ Be persistent! ✅ Be polite! ✅ Stick to the point! ✅ Be persistent yet again! ✅ ...use Kiwi for flight booking   Nobody asked me to promote them, but if you use this code https://lnkd.in/d8mpcNJQ you’ll get 10 EUR discount. ❗ NB Shout out to Eliska Reznicek Dockalova, who excused for this situation, although SHE WAS NOT ANYMORE WORKING for Kiwi! That shows the customer-centric 🆙 culture they have built there!!! #kiwi #customerexperienceflights

It can be really frustrating if you are traveling with Avianca Airlines for the first time and facing issues with your reservation. Not only for the first timers, but it can be annoying even if you travel by air frequently. But you don’t have to worry anymore as the Avianca Airlines customer service team always ensures to resolve all your queries and concerns. However, if you don’t know how to contact the Avianca Airlines representative, then this guide is surely for you. Here you’ll get all the answers to your questions. Check out the Link: https://lnkd.in/gehu2tXM #avianca #airlines #travel #blog #blogger #guide #customerservice

🛫✈️ **Customer Service Lesson: A Tale of Delayed Disappointment** ✈️🛫 Today, I experienced a 7-hour flight delay, only receiving notice 2 hours prior to departure. 🕰️ After contacting the airline's service line, the offered solution was a full refund if I chose to cancel. While a refund is appreciated, the lack of proactive service recovery left me pondering the importance of timely communication and passenger support. 🤔 **Key Learnings:** 1. **Communication is Key:** Timely updates are crucial to manage expectations and minimize inconvenience. 2. **Proactive Service Recovery:** Beyond refunds, airlines should offer proactive solutions to mitigate the impact on passengers. 3. **Customer-Centric Approach:** Empathy and understanding go a long way in retaining customer loyalty. Let's encourage airlines to embrace these lessons for a smoother travel experience. Share your thoughts on how we can collectively improve the customer experience in such situations. ✈️🌐 #CustomerService #TravelExperience #PassengerRights

My recent trip from Mauritius to Austria, and Trip from Austria to Finland, turned into a case study for how airlines can improve their customer service in the digital age. As a loyal business traveler, I expect a certain level of efficiency, especially when things go wrong. Unfortunately, I encountered two significant issues: first, my luggage was lost en route to Austria, and then my connecting flight ticket to Finland was inexplicably suspended. Here's why the current approach is flawed and how it can be improved: Flaws in the Traditional Approach: Reactive, not Proactive: Waiting for a customer to fill out a survey after a negative experience is reactive. By then, the damage is done. Airlines should be able to identify issues in real-time and take corrective action before the customer even lands. Impersonal and Generic: Sending a generic survey after a known service disruption shows a lack of empathy and understanding. It feels like the company isn't truly listening or valuing your feedback. Missed Opportunities: These incidents were opportunities to demonstrate exceptional customer service. Imagine if, instead of a generic survey, you received a personalized apology and proactive solutions while still in transit. This could have turned a negative experience into a positive one. How Airlines Can Leverage Integrated Systems: Real-time Tracking and Alerts: Airlines already track baggage and flight status in real-time. This data should trigger alerts to customer service teams when disruptions occur, allowing them to proactively address issues. Personalized Communication: Instead of generic surveys, airlines should send personalized messages acknowledging the inconvenience and offering solutions. This could include updates on baggage retrieval, rebooking options, or compensation for the trouble. Predictive Analysis: By analyzing past data and identifying patterns, airlines can predict potential problems and proactively address them. For example, if a particular route frequently experiences baggage delays, the airline can take steps to improve baggage handling on that route. Integrated Feedback Channels: Instead of relying solely on post-trip surveys, airlines should offer multiple feedback channels throughout the journey, such as in-app feedback forms, chatbots, and social media. This allows for real-time feedback and immediate response. Benefits of an Integrated Approach: Improved Customer Satisfaction: Proactive service recovery can turn negative experiences into positive ones, increasing customer loyalty. Reduced Operational Costs: By addressing issues in real-time, airlines can avoid costly compensation claims and reputational damage. Enhanced Brand Image: Demonstrating a commitment to customer-centricity can strengthen brand reputation and attract new customers. #CustomerExperience #TravelIndustry #CXStrategy 

Dear Lufthansa, I am posting on LinkedIn to express my extreme frustration and disappointment with my recent experience with your customer service department. Despite multiple attempts to resolve an issue with my flight booking, I have been unable to receive satisfactory assistance which resulted in me choosing this option. On Friday, September 13, I inadvertently booked the wrong flight and promptly contacted your customer service team to request a change. I was advised they’d cancel the original booking. I should rebook the correct flight, as this was supposedly the most efficient and cost-effective option. I specifically inquired about potential charges to my account and was assured that no funds would be deducted. I checked my account prior to booking the next flight and no charges had been applied. However, to my dismay, the next day, Saturday, September 14, I discovered that both the original flight charges and additional seat fees had been withdrawn from my account. Which resulted in additional banking fees to my account. While the original flight charges were eventually refunded, I am still awaiting reimbursement for the seat fees. I have attempted to resolve this matter through multiple channels, including phone calls, online chat, and contact with your corporate office. Unfortunately, I have encountered significant delays, unhelpful responses, and even a rude customer service agent who hung up on me. I understand that these situations can be frustrating for both customers and businesses. However, I believe that a timely and empathetic response is essential to maintaining customer satisfaction. I kindly request that you promptly investigate this matter and provide a resolution. Thank you for your immediate attention to this urgent issue. Sincerely, Ken Bradley Lufthansa #airlineservice #airlineindustry #flights

Enhancing the Traveler’s Experience Across Critical Moments In our latest report, we conducted a comparative analysis of international and regional airlines, focusing on three key pain points that significantly impact customer satisfaction: 1. Modifying bookings – Airlines vary greatly in terms of flexibility, ease of use, and cost transparency when it comes to adjusting travel plans. 2. Lost luggage – A stressful situation for travelers, and we’ve explored how airlines manage lost baggage reporting, tracking, and compensation. 3. Delayed or canceled flights – We analyzed the effectiveness of communication, rebooking options, and financial compensation policies. Our study provides actionable recommendations for airlines to enhance these critical aspects of the traveler’s journey, ensuring smoother experiences and higher customer loyalty. #CustomerExperience #TravelExperience #Airlines #BookingManagement #LostLuggage #FlightDelays #CustomerSatisfaction #CXInsights #TravelSolutions #AviationIndustry