The Hollywood Roosevelt’s Post

You never get a second chance to make a first impression, and this is especially true in the world of customer service. Two recent real-life experiences illustrate this perfectly. Hilton denied Diamond status to a loyal HHonors customer of 28 years, even though they met the requirements for the status. All because they checked out 8 hours past the designated "deadline" for their last stay. Delta Air Lines, on the other hand, extended Diamond Medallion status to a 25-year customer who came up just short of the required annual miles. The result? The Hilton customer switched to Marriott International, costing Hilton tens of thousands of dollars in revenue every year. The Delta customer, however, remained loyal and will continue to generate future revenue for the airline. It's clear that a single bad customer experience can make or break decades of loyalty. That's why it's crucial to empower every employee to make good decisions, regardless of policy. By ensuring every customer experience is a positive one, you'll protect your brand and earnings in the long run. #CustomerExperience

Good customer service simply leaves customers smiling. Our American Airlines host slipped this little note before we landed on the 17th...today, is the 23rd and it still resonates with me, making me smile. I have always preferred travelling with #AmericanAirlines and this simply reenforces that preference. Even the simple correct spelling of my name was spot on. How to motivate your team to take care of the people they serve? How to make it standard among all members? Finding the answers to these questions will build brand loyalty in your customers.

Read the latest airline distribution and retailing updates from Travel In Motion and Oystin.

American Airlines former CCO Vasu Raja discussed his views on the internet as a sales and distribution channel as well as future innovation in #airlinedistribution with Cory Garner, a former sales and distribution executive for the carrier. Find out more on #PhocusWire: https://bit.ly/4fD76FD #travelnews #travelindustrynews #travelindustry #americanairlines #airlineindustry #airlinenews #airlineretailing

Attached the latest airline distribution and retailing updates, collected and published by Oystin and Travel In Motion!

Consultants build tunnels. When you see the light at the end of the tunnel they build more tunnel. When you ask a simple question that challenges their narrative they answer a different question. When you press for an answer they duck. Slide 8 on NDC adoption is fake news. Whatever they might say, airfares booked in the gds are simply that. Nothing new. Nothing capable. However they find their way into the gds- including via an old fashioned API called #NDC. The only thing that has changed is the economics of the transaction. Yes. AMA keeps their “contribution”- slide 7. But the travel booker gets paid less. That’s what it’s always been about. #NewDistributionConjob.

World's top 50 airlines in 2024 ✈ Qatar Airways rose to first place in this year's rankings, with Singapore Airlines coming in second. Additionally, Cathay Pacific Airways jumped from eighth place to fifth this year. Thinking of jet-setting to your next family vacation at the end of the year, or planning your team's next business trip? SkyTrax recently announced the ⁠World's Top 100 Airlines of this year on 24 June 2024. Established in 1999, the World Airline Awards began when Skytrax launched its first global, annual airline customer satisfaction survey. Although the list expands to the top 100 airlines across the globe, HRO has compiled the best 50 for easy reference. 🛫 Read the full story here: https://lnkd.in/gfgXpFuk

Once again, our Travel In Motion and Oystin team collected a lot of news tidbits from the world of #airlinedistribution. Never a dull moment... For us, helping airlines with their distribution and offer/order transformation strategies, it is essential that we stay at the forefront of our industry, allowing us to analyse what works, and what didn't. #airlines #iatandc #distribution

I love new experiences, but this was certainly one I didn't need.... I have now lost a bag on a flight, 2 bags on each journey to be exact, and the same suitcase (my suitcase) on both the inbound and outbound journey.., Not an experience anyone needs on any journey, let alone after 20+ hours on a plane with a 5 and 1 year old... and the airline staff weren't exactly empathetic/ helpful. For example, in NZ my hard, Lilac case was reported as deep grey and soft... (this report made us miss our connecting flight and extended our journey by 4 hours/ Why is the process to report a bag missing, and the follow up entirely on me as the customer! It's a real pain in the a** process, and certainly not a customer friendly one... Which airlines are investing in their customer experience this year? I mean they certainly need it, we didn't have great, consistent service from any if I am honest... In flight experiences were the shiny beacon! Nigel on our British Airways made the final leg of our journey fabulous 😍 Here is us, so full of hope, heading to our `1st flight home 😂 #customerexperience #customerservice #airlines

thanks Vibushan Thirukumar.. Reposting with the correct link : Attention all businesses with captive customer bases! Maintaining customer loyalty and trust is crucial for long-term success. Recent research suggests that improperly introduced price increases can have a greater impact on your brand than the marginal return they provide. Don't make the same mistake as British Airways, who informed passengers of a food and drink price hike mid-flight !. #CustomerLoyalty #BrandImpact #PriceIncreaseAdvice