Today, I bring you a very special edition of Tales From the Field. What makes it so special? Well, today’s story has nothing to do with a Cranky Concierge client; it happened to us directly. The villian in today’s tale is Chase Ultimate Rewards, powered by Expedia, but you should … Read the post
Category: Customer Service
If you’re going to miss your flight, call the airline. Immediately. And be nice – Los Angeles Times
I got further into the discussion about hidden city ticketing for this one, including what happens if you miss a flight in your itinerary.
Airline customer satisfaction up, but industry ranks low – USA Today
The AQR may say airlines are slipping, but USA Today wrote about the ACSI which says things are improving. I, of course, don’t like any of these, but I spoke with the author about how I agree that … Read the post
Sounds like American has decided to eliminate its customer relations phone number. Note, this isn’t reservations. This is just for customer relations, which deals with problems. The website now shows you can use snail mail or email. Is this simply recognition of shifting consumer behavior toward electronic communication? … Read the post
I don’t often do guest posts here, but this one was just way too much fun to ignore. This comes from a customer relations agent at a big airline who just needs to vent a little bit. If you had a job like that, you might need a release too. … Read the post
2013: Wishes for smooth journeys – CNN
They asked for a wish for 2013, so I decided to go to an extreme.
Johnny Jet and Flight Delays Part II – The Tech Guy with Leo Laporte
Johnny Jet was kind enough to praise Cranky Concierge … Read the post
Yesterday in the first part of my interview with Jonathan Pierce, Director of Social Communications at American Airlines, we talked more about strategy and composition of the social media team. Today we get into some more specific details about how they use specific social channels, how they handle crises, … Read the post
Last week, I had the chance to speak with Jonathan Pierce, the Director of Social Communications for American Airlines. I like what American has been doing particularly with Twitter, so I wanted to learn more from the man behind it all. Even after trimming the interview down, it still ended … Read the post
One of the more contentious customer service issues in the airline industry has long been around how airlines deal with people who have family emergencies. This comes in a lot of different forms. Some people may need to buy a ticket at the last minute to get to an ailing … Read the post
How to Navigate Airline Customer Service in Difficult Situations – Conde Nast Daily Traveler
There was a story about a woman who missed her brother’s funeral because of a bunch of airline problems. That prompted me to write a post for CNTraveler.com about how to avoid those kind of situations … Read the post
Another airline has given in to the powers of Twitter. This time, it’s Delta that has brought its customer service to Twitter in a big way, and that’s great news. It’s not quite where it needs to be, but hopefully they’ll realize that quickly and fix it.
Yesterday, the DOT decided to issue a final ruling that will effectively require airlines to have a passenger bill of rights. This includes a 3 hour limit on the amount of time you spend on the ground on a domestic flight. While I’m sure that Kate Hanni and friends are … Read the post