Airline Management’s Post

Status matching within the alliance can be broken down into five simple steps.

United Airlines customer satisfaction scores are up 5% due to more detailed explanations about delays and details about trips, including maps. The airline relies on people from outside the industry to avoid jargon. Good customer service blended with good technology goes a long way. #unitedairlines #airlineindustry #customercentricity

If your luggage doesn't arrive when you do, like it didn't for this passenger, what should you do? Here's a story about how it went terribly wrong and some steps to take so that the same thing doesn't happen to you. Learn more.

United Airlines is making an effort to be more transparent by sharing the reasons behind flight delays. While this transparency might not magically make travellers happier, but it seems to be helping a bit—United says their customer satisfaction scores have improved by 5% since they started giving passengers more information. It might not make us thrilled about delays, but it can help take the edge off. How do you feel about United Airlines' effort to be more transparent? https://lnkd.in/gNPauv-n

Sometimes the "obvious" solution can be dead wrong. E.g. Houston Airport solved their biggest customer complaint by doing the EXACT OPPOSITE of what made sense... See, back in 2012 - The airport was drowning in complaints about luggage wait times. They optimised everything and got wait times down to 8 minutes. Spent MILLIONS to fix this. Problem solved? Nope. Complaints kept flooding in. Plot twist: Passengers reached baggage claim in 2 mins, then stood around for 6 mins doing nothing. Passengers: "It's so BORING!" See... The REAL problem wasn't the total wait time - it was the PERCEIVED wait time. The solution: The airport made people walk LONGER to get their bags. 7-minute walk + 1-minute wait VS 2-minute walk + 6-minute wait. Same total time. Complaints? Gone completely. Sometimes the obvious fix isn't the right fix. It's just what WE THINK will fix the problem. Your customers don't always want what they say they want. They want what they FEEL they want. Big difference. Stay Focused, Perry 

United Airlines customer satisfaction scores are up 5% due to more detailed explanations about delays and details about trips, including maps. The airline relies on people from outside the industry to avoid jargon. Good customer service blended with good technology goes a long way. #unitedairlines #airlineindustry #customercentricity

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Want to know how Baggage Tags work and why some tags are easier to use than others. Follow the link below. Talk to the Experts. Security Label “Probably the best tag in the world” apologies and thanks to Carlsberg.

💡Can you improve what you don’t measure? And can you measure what you can’t see? Measuring performance in a consistent and unbiased way is the path to improvement. Port turnaround time is directly impacting your customer’s performance and has so far been hidden time. Not anymore! Identify your real customer experience and that of your competitors. Context is king in decision-making, and having a comprehensive view of what happens at and around your terminal and at others is the way to start your journey towards improvement. #Maritime #MaritimeIndustry #OperationalExcellence Teqplay - Expose & Eliminate Waste and Risk in Cargo Movement