Marketing.fm » customer service

Best & Worst Airlines: Follow-Up

Lee — Sat, 10 May 2008 14:22:39 +0000

As a follow-up to my recent post on the “Best & Worst Airlines: 2008,” I wanted to provide an update on my rant about American Airlines. After canceling a day of meetings due to an inconvenient delay, I was told by American Airlines customer service that I could mail a letter to their claims department in Texas (no email or phone option). After two months, I finally received this generic response:

May 9, 2008
Dear Mr. Jones:

Thank you for contacting us. We obtained your email address and hope you don’t mind that we sent you an email in reply. We were eager to touch base with you. After reading your comments, it is clear that we let you down – we apologize. Your comments serve as a reminder that we cannot afford to overlook our commitment to consistently provide quality service to our customers. I am truly sorry we disappointed you.

At the same time, we very much appreciate your honest feedback. Your comments represent areas of our service that receive our continual review and we are renewing our focus on key service areas — “on time” flights, efficient and courteous assistance, timely information — and all other products and services important to our customers. The details you provided give us an opportunity to improve and you have my pledge that we are working hard to make your next overall travel experience with us the best it can be. In the spirit of goodwill and appreciation, we’ve made arrangements for an eVoucher (see details below) for you to use toward the purchase of another ticket to travel with us. Again, thank you for keeping us informed. We look forward to the privilege of welcoming you aboard American Airlines very soon.

Sincerely,

L. Milam

Customer Relations
American Airlines

To clarify, my suggestions in this letter were:

1) Improve customer service by offering online surveys as well as email support. I told them to take a page out of the Jet Blue book: be pro-active. use technology to provide more efficient customer service.

2) I asked American Airlines for some form of compensation for the cancellation of my 3 business meetings and I suggested that I will never use the airline again. As a result, they sent me a $50 voucher which is a joke!

I understand that this airline is struggling and will most likely go bankrupt soon. I appreciate their response but it was hardly timely. If they’re going to email me a response, why did I have to mail a letter to Texas? Moreover, a $50 voucher is a joke and it’s hardly enough to get me to book another flight with this sub-par organization. Once again, I think American Airlines should ditch their stupid in flight magazine and focus on a 21st century website. Look at your competition!

Post from: Eric Friedman
You should follow me on Twitter here
Best & Worst Airlines: Follow-Up

Customer Service is a killer app

Eric Friedman — Mon, 28 Apr 2008 02:23:58 +0000

Post from: Eric Friedman
You should follow me on Twitter here
Customer Service is a killer app

The Best & The Worst Airlines 2008

Lee — Wed, 26 Mar 2008 15:40:51 +0000

I’ve been travelling a fair amount lately and I’m beginning to get a little too familiar with the different airlines, airports and even gates. I am now starting to base my travel decisions on which airport and airline has the fastest and most comfortable security and boarding process.

Most Comfortable Experience

Delta at La Guardia is my preffered airline for business travel. The airline have adequate security lines, a comfortable modern terminal, and much bigger, newer planes. If only they had live Direct TV and a better online booking experience, I might call them my favorite.

Best All Around Airline

Personally, I think JetBlue has done the best job overall. They have managed to differentiate themselves from the rest of the pack while creating a very desirable brand. Some of the highlights include: newer planes, better service, cheaper flights, live TV, more legroom, and best of all, you can book one-way or return from a different airport without a surcharge. The also have the most customer friendly, intuitive website which should be a prerequisite for all airlines these days.

Not too long ago, I was delayed on the runway with JetBlue for 3 hours at JFK (as were all planes). Before I could even think about calling customer service, there was a $100 voucher in my email. Instead of leaving a bad taste in my mouth, JetBlue won me over

The only problem with JetBlue these days is that their JFK terminal is overcapacity. There are seriously long security lines. The good news is that there will be another new terminal expansion before the end of the year.

Lastly, from a marketing perspective I believe that JetBlue has done the best job of creating a fantastic desirable brand remarkably, without wasting a fortune on traditional advertising. JetBlue has mastered the e-marketing – from its well-timed promotional emails and refined mobile site to its easy-to-use online booking function. I would love to read a marketing case study on JetBlue.

The Worst Airline

I try to stay away from American Airlines as much as possible – I’m not really sure how or why they are still in business (must be the name). This airline takes the cake in all categories: they have the worst lines at the airport, the oldest rundown planes, horrendous customer service, a website from 1998 and the worst in-flight routine. There’s nothing like looking out the window and seeing paint peeling off the wing.
I recently showed up to La Guardia airport for a business trip to Atlanta. After a 45 minute security line, I found out my flight was cancelled. The re-routed me through Chicago and I had to cancel all my meetings for the day. When I asked what my other options were, the gate agent told me to call the 1-800 number (which had a 32 minute wait at 7:45 am) thus ensuring that I will NEVER fly American Airlines again unless I absolutely must. A simple email this morning teling me that my flight was cancelled and what my options were would have gone a long way.

In the ultra competitive air travel market, I really don’t understand how American Airlines could be so poor.

Other Airlines

I hear great things about Southwest and Virgin America. I would love to try them some day.

On another note, Thai Airways has the best food I’ve ever had on an airline. Believe it or not, their pad thai, green curry, and red curry rivals that of many well known Thai restaurants in New York!

Post from: Eric Friedman
You should follow me on Twitter here
The Best & The Worst Airlines 2008