Flight Blog

May 11 2011 Airline Customer Service BY adminTAGS Customer Service


Consumer advocate Christopher Elliott has a question to ask: "Can your business learn anything from the airline industry’s customer service philosophy? Why, yes." Elliott's broad points are:

  1. If you have an oligopoly, service doesn’t really matter.
  2. Treat your best customers like royalty; the rest are irrelevant.
  3. Tell them you’re “transparent” – whatever that means.
  4. When you’re profitable, take the credit; when you’re not, blame your customers.
  5. Make your customers think they asked for all of this.

At first I thought he was just being snarky, but he's got a point. Read the rest of column here.


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May 06 2011 Allegiant Expansion Plans BY adminTAGS Allegiant


The head man at Allegiant, Andrew Levy, is publicly talking about his airline's expansion plans. According to Aviation Week, "Allegiant Air expects to be offering service to Mexico and Canada within two years, the president of the airline’s parent company says, and it could end up offering some service to the northern part of South America as well."

Any expansion outside the continental United States will rely heavily on the airline's recent purchase of several Boeing 757s. Initially, Allegiant said it planned to use the 757s to provide service to Hawaii. That move has been delayed by several regulatory issues, including the federal certification needed to fly the planes over water for long periods of time.

Flying to international destinations presents its own unique challenges — one of the biggest is U.S. Customs. To get its customers back to the United States, Allegiant will have to bring them to a U.S. airport with a Customs' office that's staffed and equipped to process a large number of people. That sounds easy, but here's the catch... Most of the small U.S. cities served by Allegiant do not have a large Customs' office. Springfield falls into this category. Our Customs' office is generally staffed by one person. They spend most of their time processing cargo.


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""We do want to do something that acknowledges that virtually everyone who travels is not a terrorist," Mr. Pistole said."

That quote is the very last sentence in a story from today's Wall Street Journal. It probably belongs at the top of the story.

Mr. Pistole is the person who runs the Transportation Security Administration (TSA). According to the Journal, TSA "is working on a concept that could let "trusted travelers" keep their shoes on, leave laptops in bags and avoid body scanners altogether..."

The paper reports TSA could begin screening flight crews, without scanners or pat-downs, sometime this summer. Read the rest here.


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Apr 28 2011 Customer Service Awards at SGF BY adminTAGS Delta


We’re pleased to report that two Springfield airline offices have won customer service awards. The office (or “station”, as it’s known in industry jargon) handling Delta flights in Springfield has been named 2010 Station of the Year in its tier group, which includes 38 medium size cities. The award scorecard included customer service, on-time performance, and baggage handling.


The Regional Elite Team, which represents Delta in Springfield, has been named 2010 Station of the Year

The Regional Elite Team, which represents Delta in Springfield, has been named 2010 Station of the Year.


The American Eagle station in Springfield has won the title of Grand Champion in the company’s 2010 “Make the Gate Great” competition.  The corporate award, which is based on customer surveys, measures several things, including sufficiency of gate announcements, timeliness and accuracy of information at the gate, and whether an airline employee greeted the customer at the boarding gate.  The Eagle team in Springfield competed against their colleagues in 19 other airports, including Los Angeles, Chicago O’Hare, Little Rock, Northwest Arkansas, and Pittsburgh, PA.

Springfields American Eagle station has won the title of Grand Champion in the airlines 2010 “Make the Gate Great” competition

Springfield's American Eagle station has won the title of Grand Champion in the airline's 2010 “Make the Gate Great” competition.




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Chalk one up for the forces behind Mad as Hell Day... The federal department of Transportation announces new rules today designed to make the air travel experience more transparent and fair. Here are some of the new "passenger protections:"

  • Airlines must clearly disclose fees. No more putting them on the web site ten levels deep.
  • Advertised fares will have to include taxes and fees as part of the total fare.
  • If they lose your bag, they have to refund the bag fee.

Read more from Bloomberg, and the New York Times.


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