Airline Customer Service

Taking Airline Customer Service to New Heights

What is airline customer service?

Airline customer service is providing customer support to airline customers before, during, and after a flight. The difficulties and complexities of air travel can make airline customer service a major challenge, but improving it can lead to happier customers and improved airline customer service ratings.

Zendesk makes it easy to send satisfaction surveys to customers and turn the results into actionable data.

Особый подход

When travelers’ expectations are not being met, everything from checking in to security screenings to the actual flight can all be improved. It’s a challenge that represents a great opportunity: the company that can provide the best airline customer service will stand out among the crowd, giving it a competitive advantage that will lead to customers choosing them over the competition.

А вы знаете?

There’s only so much that can be done to improve the experience of commercial flight. Things like security regulations, weather delays, and airport infrastructure are simply outside the control of the airlines. However, there are some very simple things savvy airlines are already doing help to the experience a little smoother:
  • Communicate, communicate, communicate. Whether it’s through text messaging, email, or a free mobile app, airlines can keep travelers in the know about things like delays, weather predictions, wait times at security, and more. While people will certainly never be happy about having to wait, they’ll be a little less frustrated if they’re given prior notice.
  • Get feedback. Sending surveys at various touch points, such as after booking or flying, will provide valuable insights on how to improve the experience.
  • Take social media seriously. Many PR disasters can be avoided by simply taking a customer’s complaints on social media seriously. Monitoring mentions of the airline on social media, particularly those that detail extreme situations or come from people with many followers, can help rectify a situation before it spirals out of control. Plus, there’s the possibility of customers praising your response to their followers.

Время для решения

People will always need to fly, but at the very least they can choose an airline they’ve had positive experience with or at least has good airline customer service ratings. Making the choice to invest in customer service can help mitigate the pain of lousy airport food and weather delays.

Чем помогает Zendesk

Zendesk makes it easy to send satisfaction surveys to customers and turn the results into actionable data. Plus, it’s great for keeping open communication between airlines and their customers, so the quirks of traveling can be a little less surprising.

Redefine airline customer service

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