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What are the best ways to improve customer service in the airline industry?

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Customer service is a key factor in the airline industry, especially in times of crisis, disruption, and competition. Customers expect fast, friendly, and flexible service from their airlines, whether they are booking a flight, checking in, boarding, or flying. How can airlines improve their customer service and enhance their reputation? Here are some best ways to achieve this goal.

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Ali Al Harazi

Customer Care and Customer Experience | Leading Changes to Deliver World Class Service Levels and Service Recovery
Louise T.

Ex First Class Cabin Crew and Service Excellence Coach

1 Listen to feedback

One of the best ways to improve customer service in the airline industry is to listen to what customers have to say. Airlines can collect feedback from various sources, such as surveys, reviews, social media, and complaints. By analyzing the feedback, airlines can identify the pain points, needs, and preferences of their customers, and take action to improve their service quality, efficiency, and satisfaction. Airlines can also use feedback to communicate with customers, acknowledge their issues, apologize for any inconvenience, and offer solutions or compensation.

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Ali Al Harazi

Customer Care and Customer Experience | Leading Changes to Deliver World Class Service Levels and Service Recovery
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Managing customer feedback has to be placed at the forefront of an airline’s priorities as it helps airlines understand the status of the brand and loyalty. The process of managing feedback should be defined in the interest of ensuring customer feedback is the leading contributor to the airlines continuous service improvement initiatives.

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2 Empower employees

Another way to improve customer service in the airline industry is to empower employees to deliver exceptional service. Employees are the front-line representatives of the airline, and they can make or break the customer experience. Airlines can empower employees by providing them with adequate training, resources, tools, and incentives to handle different situations and scenarios. Airlines can also encourage employees to use their creativity, initiative, and judgment to solve problems, personalize service, and exceed expectations.

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3 Leverage technology

A third way to improve customer service in the airline industry is to leverage technology to enhance the customer journey. Technology can help airlines to streamline processes, reduce errors, save time, and increase convenience for customers. For example, airlines can use technology to offer online booking, check-in, boarding, and payment options, as well as mobile apps, chatbots, and self-service kiosks. Technology can also help airlines to provide real-time information, updates, and notifications to customers, as well as to collect and analyze data to improve their service delivery and offerings.

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4 Be flexible and proactive

A fourth way to improve customer service in the airline industry is to be flexible and proactive in responding to customer needs and expectations. Airlines can demonstrate flexibility by offering customers options, choices, and alternatives, such as flexible fares, policies, and schedules, as well as loyalty programs, rewards, and benefits. Airlines can also show proactivity by anticipating customer needs and expectations, and by taking preventive measures to avoid or minimize service failures, delays, or disruptions. When things go wrong, airlines can act quickly and decisively to restore service and compensate customers.

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5 Create a positive culture

A fifth way to improve customer service in the airline industry is to create a positive culture that values and promotes customer service excellence. Airlines can create a positive culture by defining their vision, mission, and values, and by aligning them with their customer service goals and standards. Airlines can also create a positive culture by fostering a sense of teamwork, collaboration, and accountability among employees, and by recognizing and rewarding their achievements and contributions. A positive culture can help airlines to attract and retain loyal customers and employees.

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6 Learn from best practices

A sixth way to improve customer service in the airline industry is to learn from best practices and examples of other airlines or industries that have excelled in customer service. Airlines can benchmark their performance against their competitors or industry leaders, and identify their strengths and weaknesses. Airlines can also learn from best practices and examples of other industries that have adopted innovative, customer-centric, and value-added service strategies, such as hospitality, retail, or entertainment. Airlines can adapt and apply these best practices and examples to their own context and situation.

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Louise T.

Ex First Class Cabin Crew and Service Excellence Coach
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A lot of airlines like to hire from other airlines which adds to the customer service experience. Instead of solely promoting current employees, it's a great idea to recruit experienced crew from other airlines who might have innovative ideas that your own airline hasn't thought of. Airlines like Qatar recruit experienced crew quite a lot and from all continents so it is a brilliant way of seeing different perspectives and enhancing their airline. What someone from a full service airline may possess in finesse and extravagant service and offerings on board, a crew member from a low cost may have more initiative when it comes to recycling and streamlining costs.

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7 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What are the best ways to improve customer service in the airline industry?

1

2

3

4

5

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1 Listen to feedback

2 Empower employees

3 Leverage technology

4 Be flexible and proactive

5 Create a positive culture

6 Learn from best practices

7 Here’s what else to consider

Customer Service

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What are the best ways to improve customer service in the airline industry?

1

2

3

4

5

6

7

1 Listen to feedback

2 Empower employees

3 Leverage technology

4 Be flexible and proactive

5 Create a positive culture

6 Learn from best practices

7 Here’s what else to consider

Customer Service

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