The airline industry isn’t known as a leader in customer service.According to
study, they airline industry ranks toward the bottom in customer service.
Yet, airlines are doing a booming business,airlines expect up to nine million more customers over the summer months this year as compared to last year. Some of those customers are going to have an issue during their travel. Call centers and automated response systems will have to be improved to handle issues, as well as cooperation between the airlines to help get passengers to their destinations.
- When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry.
- Our travel industry study also found that three out of four consumers want the ability to resolve customer service issues on their own.
- Here are some of the key considerations to watch as airlines try to accommodate a record number of travelers this summer.
“When it comes to customer service departments, few industries underwhelm on an annual basis quite like the airline industry. This isn’t just about leg room, and it isn’t even about being forcibly dragged off a plane. In fact, despite several recent PR missteps, the airline industry just had its highest rating ever bestowed on it by the American Customer Service Index.”