Rosemary Phan (L.I.O.N.)’s Post

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

User experience and security in travel is super important

“We are sorry for the delay in your flight. It’s due to late arrival of the aircraft” This message must sound familiar to millions traveling at this time of the year😮. ❓But is this the right way to explain the delay❓ During my years in banking, things inevitably went wrong many times. But, to the customer, it didn’t matter where or who was responsible? 🤔For the customer, I was the face of the organization. And all they cared about was how I will address the issue. And why I should continue to get their business? I believe airlines should also focus on how they can address the negative customer experience. Not just giving a simplistic explanation to close the topic. ❓How do you think airlines can better explain and address this recurring issue? 👏 and maintain customer loyalty! Merry Christmas & Safe Travels! #business #customerexperience #hospitality #travel #loyalty

The results of the J.D. Power 2024 North America Airline Satisfaction Study are set to be published on May 8. This study offers critical insights into passenger satisfaction across major North American airlines, encompassing both business and leisure travelers. It evaluates the complete air travel experience—from booking to baggage claim—based on passengers' recent flight experiences. Understanding the nuances of media coverage can significantly affect your airline's perception. Don't overlook the importance of staying informed about how your airline compares in terms of customer satisfaction. Mark your calendars to explore the study to gain a comprehensive understanding of passenger feedback and how it influences your airline's standing in the industry: https://hubs.la/Q02rlTl90 #Airlines #CustomerSatisfaction #AirTravel

The results of the J.D. Power 2024 North America Airline Satisfaction Study are set to be published on May 8. This study offers critical insights into passenger satisfaction across major North American airlines, encompassing both business and leisure travelers. It evaluates the complete air travel experience—from booking to baggage claim—based on passengers' recent flight experiences. Understanding the nuances of media coverage can significantly affect your airline's perception. Don't overlook the importance of staying informed about how your airline compares in terms of customer satisfaction. Mark your calendars to explore the study to gain a comprehensive understanding of passenger feedback and how it influences your airline's standing in the industry: https://hubs.la/Q02rlXpK0 #Airlines #CustomerSatisfaction #AirTravel

Top-performing airlines are setting themselves apart with friendly staff. According to the J.D. Power 2024 North America Airline Satisfaction Study, big investments made by airlines in staff training and enhancing overall flight experience through friendly, attentive service have led to improvements in customer satisfaction—despite the endless crowds, stuffed overhead bins and expensive fairs. 🔑 Key findings: - Although airline ticket prices have surged following the pandemic lull in air travel, the primary drivers of overall airline customer satisfaction remain the ease of travel and trust. - Passengers' satisfaction levels for trust dip substantially (400 points on a 1,000-point scale) if they encounter negative news coverage about an airline's performance. 👉 Learn more from the press release: https://hubs.la/Q02wrfth0 #Airlines #Travel #AirlineInsights #CustomerSatisfaction #TravelInsights

✈️ WestJet gets rid of Basic Economy. Just received this email. What do you all think? Will the discounts be enough to balance the bare bones flying experience? Will Westjet raise the next fare level to take in more money from people who don't want to fly #UltraBasic? Should the Government of Canada open #domestic #routes to more competition? Leave a comment below! ✈️ FYI: #Westjet ranks near the bottom for customer satisfaction and on-time status, according to J.D. Power 2024 North America Airline Satisfaction Study: (https://lnkd.in/dRsva2Zb) and Cirium 2023 study, as reported by CTV News (https://lnkd.in/ddhQEzJr). == EMAIL == Subject: Our Basic fare is now UltraBasic From: WestJet@rwds.westjet.com Date: June 4, 2024 Body:            WestJet is committed to providing our guests with fare options that provide affordability, choice, and flexibility. We want to empower our guests to choose the products and services they value most so they can match their travel experience to both their preferences and budget. As a valued member, we wanted to inform you that on June 4, 2024, our Basic fare is being replaced by our new UltraBasic fare. UltraBasic is still our lowest price fare option and will result in price reductions across domestic and transborder routes. However, it does come with restrictions. It is important to understand the limitations of UltraBasic and what this means for you and your benefits: Carry-on bags: Carry-on bags are not permitted unless you are travelling on a transatlantic or transpacific flight, or if you purchase Extended Comfort for all flights in a single direction, including connections. Personal items that fit under the seat in front are allowed and there is the option to check a bag in advance for an additional fee. If you arrive at the gate with a carry-on bag when not permitted, it will be checked with both a checked bag and a service fee applied. Pre-assigned seats: You will be automatically assigned seats at the back of the aircraft, including middle seats, which may not be together if you are travelling with others. You have the option to choose your seats for an additional fee. Boarding: You will be the last to board. Not eligible for changes: Changes, cancellations, or refunds are not permitted with this fare. WestJet Rewards earn: Opting for this fare means you’ll miss out on earning WestJet dollars and tier qualifying spend. We believe these changes will help us continue to provide competitive air travel options while focusing on operational excellence. By expediting the boarding process and optimizing cabin space, we aim to enhance on-time performance and improve your travel experience. #Airline #Travel #Vacation #Flight #News

Top-performing airlines are setting themselves apart with friendly staff. According to the J.D. Power 2024 North America Airline Satisfaction Study, big investments made by airlines in staff training and enhancing overall flight experience through friendly, attentive service have led to improvements in customer satisfaction—despite the endless crowds, stuffed overhead bins and expensive fairs. 🔑 Key findings: - Although airline ticket prices have surged following the pandemic lull in air travel, the primary drivers of overall airline customer satisfaction remain the ease of travel and trust. - Passengers' satisfaction levels for trust dip substantially (400 points on a 1,000-point scale) if they encounter negative news coverage about an airline's performance. 👉 Learn more from the press release:

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

🛫✨ Learning from Delays: Transforming Customer Service Turbulence into Satisfaction 🛬✨ Ever been on a flight that seemed more like a world tour with unexpected layovers? 🌍✈️ Recently, I found myself in that exact scenario, with a 7-hour delay turning what should have been a routine trip into a journey. But here's the twist: instead of fuming in frustration, I emerged from the experience with a renewed appreciation for excellent customer service. Here's why: 1️⃣ Constant Communication: Throughout the ordeal, United Airlines staff kept us in the loop, ensuring we were never left in the dark about what was happening. 📞✉️ 2️⃣ Genuine Apologies: From the ground crew to the VP of Customer Service, Bryan Stoller, United didn't skimp on apologies. They acknowledged the inconvenience and genuinely expressed regret. 🙏 3️⃣ Gratitude and Care: Despite the delays, United prioritized the well-being of a passenger in need of medical attention. That's a level of care that speaks volumes. ❤️ While my journey may not have gone as planned, I left with a sense of gratitude and respect for United Airlines' commitment to customer satisfaction. ✨ So, here's a toast to smooth flights and hassle-free travels. But in those rare moments of turbulence, may we all be fortunate enough to encounter the kind of service that turns setbacks into success stories. 🥂✈️ Have you ever experienced exceptional customer service during a travel hiccup? Share your stories below! 👇 #CustomerService #Gratitude #Leadershipdevelopment Bryan Stoller United Airlines