One has to wonder what airline executives were thinking when they began eliminating in-flight service, charging for baggage, adding extra fees, charging more to sit with a family member or associate, and adding an extra charge based on a customer’s size. These policies and the anti-consumer attitude they convey, have driven the customer experience on most of the domestic airlines into the toilet, with one exception: Southwest Airlines. Southwest strives to understand and enhance the customer experience, while offering pricing that provides a good economic value for its customers. The result is a higher level of customer satisfaction.
- Despite the advances that digital technologies have already enabled, the airline industry is still missing out on opportunities to better interact with its customers.
- Keane believes airlines should take a cue from consumer-related business leaders such as Amazon whose simple and direct manner of engaging and communicating with their customers allows them to offer unique, personalized experiences in real-time.
- That is the best way for carriers to meet the growing customer demands of a connected travel experience,” he said.
“Despite the advances that digital technologies have already enabled, the airline industry is still missing out on opportunities to better interact with its customers.”
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