Customer Service
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When Agencies Make Up Rules and Deny Refunds (Tales From the Field)
Today, I bring you a very special edition of Tales From the Field. What makes it so special? Well, today’s story has…
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Cranky on the Web: Hidden City Ticketing Can Get You in Trouble
If you’re going to miss your flight, call the airline. Immediately. And be nice – Los Angeles TimesI got further into the discussion about…
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Cranky on the Web: Airline Satisfaction Rises (But Still Low), Dreading Flying, Drawing the Line With Unhappy Clients
Airline customer satisfaction up, but industry ranks low – USA Today The AQR may say airlines are slipping, but USA Today wrote…
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Topic of the Week: American Eliminates Customer Relations Phone Number
Sounds like American has decided to eliminate its customer relations phone number. Note, this isn’t reservations. This is just for customer relations,…
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How an Airline Customer Relations Rep Really Wants to Respond to Your Complaint (Guest Post)
I don’t often do guest posts here, but this one was just way too much fun to ignore. This comes from a…
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Cranky on the Web (December 31 – January 4)
2013: Wishes for smooth journeys – CNN They asked for a wish for 2013, so I decided to go to an extreme.…
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Interviewing the Man Behind the Social Media Strategy at American Airlines, Part 2 (Across the Aisle)
Yesterday in the first part of my interview with Jonathan Pierce, Director of Social Communications at American Airlines, we talked more about…
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Interviewing the Man Behind the Social Media Strategy at American Airlines, Part 1 (Across the Aisle)
Last week, I had the chance to speak with Jonathan Pierce, the Director of Social Communications for American Airlines. I like what…
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Airlines Should Not Bend the Rules for Those With Family Emergencies
One of the more contentious customer service issues in the airline industry has long been around how airlines deal with people who…
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Cranky on the Web (August 27 – 31)
How to Navigate Airline Customer Service in Difficult Situations – Conde Nast Daily Traveler There was a story about a woman who…
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Delta’s Twitter Customer Service is a Good Start, Needs to Grow
Another airline has given in to the powers of Twitter. This time, it’s Delta that has brought its customer service to Twitter…
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DOT Mandates Passenger Bill of Rights and I’m Not Happy
Yesterday, the DOT decided to issue a final ruling that will effectively require airlines to have a passenger bill of rights. This…