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After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system. MORE
airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. The post Cheap Airlines: Low Prices! MORE
Southwest Airlines has an industry-standard approach to promoting people from within. Sonya Lacore has proudly served Southwest Airlines for 15 years, Sonya began her career as a flight attendant. Sonya has a wealth of knowledge, experience and understanding of the needs in the airline industry. Podcast annual planning Aviation proactive recovery plan Southwest Airlines unite leadership unite the silosEpisode Overview. MORE
On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. Using Gogo internet, which has been American Airline’s provider since this sort of thing was possible on airplanes, I had an account where all my credentials were stored on my computer. American Airlines turned the Wi-Fi experience from one that was easy and enjoyable to one that is clunky and full of friction. MORE
On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. The email read, “‘Friendly’ now means more than it ever did. It means being user‑friendly. In other words, flyer‑friendly. We’re giving you an unmatched global network with more onboard product features, better technology and, of course, great customer service.”. MORE
The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. Podcast apology apology peace process decide to say sorry United Airlines United scandalEpisode Overview. As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers. MORE
Countless factors led to the United Airlines failure, and countless interactions led to the public consensus that their customer experience is problematic. Articles MORE
The customer experience for airlines is made even worse by the shrinking window for customers to reach their gate, frustration at people cutting in line, or a sense that there are not enough attendants at the front desk, gate, or any other location. For an airline, long or unwieldy lines also represent a business problem. This is the classic “fast boarding” or “shorter security line” option that many airlines have in place. Driving Engagement and Retention in Line for Rides. MORE
You may be hearing those words a lot lately, as many major airlines recently sent Coronavirus updates to frequent fliers. The post Comparing Airline Coronavirus Emails – CX Lessons appeared first on Blog @beyondthearc.com. “I wanted to personally reach out." But did their messaging and tone provide the reassurance they intended? And if not — how did it impact your impression of their brand? Comparing emails from Alaska, United, [.]. MORE
Southwest Airlines, Alaska Airlines, and JetBlue Airlines deliver the best customer experience in the airline industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […]. 2016 Temkin Ratings Customer experience Alaska Airlines American Airlines Delta Airlines JetBlue Airlines Southwest Airlines Spirit Airlines United Airlines US Airways Virgin America MORE
Congratulations to Southwest Airlines for earning the highest customer experience score in the airline industry. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51st place overall out of 318 companies across 20 industries. The post Temkin Experience Ratings Industry Snapshot: Airlines appeared first on Customer Experience Matters®. MORE
Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. As Vice President of Inflight Operations at Southwest Airlines, Sonya Lacore oversees the planning and scheduling of flight attendants. MORE
Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. And it may not be a computer glitch, but a weather problem that causes airline delays. But, what I can speak to is the general response that United Airlines made, and how it was a perfect example of what to do in a crisis situation. The post United Airlines Computer Outage Is Customer Service Crisis Case Study appeared first on Shep Hyken. MORE
Let’s face it: the airline industry is tough. Do you remember how many airlines there were when you were a kid?) To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D. Powers North America Airline Satisfaction Study. The study shows that overall, airlines in North America have been making solid gains in customer satisfaction. MORE
I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. One reason for this, the Times reports, is that airlines and other industries are under pressure from Wall Street to return strong profits each year. Cheap Airlines: Low Prices! MORE
The post One miserable [United Airlines] Customer Journey appeared first on Pivot Point Solutions. Customer Experience Customer Journey Bruce Temkin Crying Baby Social Media United AirlinesOne disadvantage of being a social media Luddite is that you sometimes miss teachable customer experience moments that have wide public reach. I missed one recently that blew up social media but it still warrants a quick post. In the. MORE
Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. The ratings of all airlines in the 2018 Temkin Experience Ratings are as follows: Southwest Airlines: 76%. MORE
In order to best accommodate travelers, airlines offer several additional services where travelers can upgrade their seats, access airline exclusive lounges, and purchase in-flight food and entertainment. This gives airlines the perfect opportunity to boost their end-of-year sales numbers. Airlines need to identify new avenues to market to a tech-savvy audience and what better way to do it than understanding their spending habits. MORE
More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9 MORE
Overall, the airline industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 12 th place out of 20 industries. Southwest Airlines came in second with a rating of 72%, placing it 89 th overall. At the other end of the spectrum, Spirit Airlines , which made its debut on the ratings this year, was the lowest-scoring company in the industry. MORE
A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. Customer Experience Customer Loyalty Covid-19 Loyalty Price Supply and Demand United AirlinesTruth be told, it’s never been imprisoned.) MORE
As if flying isn’t enough of a hassle, United Airlines has made every passenger in every flight around the world a little more uncomfortable in their seats until the plane is in the air. Unless you’ve been hibernating from all media feeds, you’ve likely seen the video of a passenger being forcibly removed from a United Airlines flight. Customer experience United Airlines MORE
RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. The reason for the cancellations, according to the airline, is a shift in the vacation policy for pilots. While pilots used to have a vacation year that ran from April to March, the airline is switching to a January to December schedule. Cheap Airlines: Low Prices! MORE
The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular. Nearly a third (28 percent) of all Britons who fly use an airline app and. airline, 65 percent of customers said immediate alerts about where their. MORE
The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer. I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […]. MORE
Centurion, South Africa, 20 November 2020, Asky, The Pan African Airline retains the LoyaltyPlus solution to run their Frequent Flyer Program (FFP) Asky Club by moving to a direct commercial agreement with LoyaltyPlus to enhance the relationship. MORE
Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. Airline customers are being heard less precisely because they are saying more. The airline problem seems desperate. MORE
About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. Align Around Experience align around experience big moments customer experience hurricane harvey moments of customer interaction moments of truth purposeful moments Southwest Airlines wow moments MORE
Southwest Airlines and AirTran deliver the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on […]. 2017 Temkin Ratings Customer experience Airlines AirTran Airways Alaska Airlines American Airlines Delta Airlines JetBlue Airlines Southwest Airlines Spirit Airlines United Airlines US Airways Virgin America MORE
Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […]. The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge. MORE
Airlines have a major role to play in the global fight against the COVID-19 pandemic because they are part and fabric of this interconnected world, carrying people and cargo. age of the customer customer experience strategy airlines covid-19 Customer Experience (CX) customer service MORE
“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience. Why do Airlines Have Low Customer Satisfaction Ratings. And it’s not that airlines are oblivious to the underlying testimony. MORE
This week: United Airlines’ customers are outraged because of the forced removal of a passenger from a plane. The video of the passenger who was violently dragged off a United Airlines flight on Sunday night has potentially damaged customers’ trust in the company. What you already might know is that this incident has damaged United Airlines’ online reputation. MORE
Customer Experience Customer Loyalty AA American Airlines BA Brand British Airways Finnair OneWorld Skyteam Alliance Star AllianceWhile code sharing is a model that should benefit customers greatly, the reality is still far from the promise. As a result, customers who benefit from one aspect of the customer experience – pricing advantages – suffer along the remainder of the customer journey. The Promise: OneWorld offers “interline ticketing between member [.]. MORE
We’re all very aware of the unique and unprecedented challenges airlines face today. As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand. MORE
One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve. United Airlines. MORE
Airlines Related Topics Andrew Mcfarland
SEPTEMBER 3, 2020
A recent Forbes article about United Airlines’ customer-friendly actions freed my inner skeptic. Customer Experience Customer Loyalty Covid-19 Loyalty Price Supply and Demand United AirlinesTruth be told, it’s never been imprisoned.)
Customer Bliss
AUGUST 31, 2017
About 500 Southwest Airlines customers were stranded at Houston’s Hobby Airport last Sunday morning once the Hurricane Harvey flooding began and the FAA shut down Hobby. Align Around Experience align around experience big moments customer experience hurricane harvey moments of customer interaction moments of truth purposeful moments Southwest Airlines wow moments
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Experience Matters
MARCH 20, 2017
Southwest Airlines and AirTran deliver the best customer experience in the airline industry, according to the 2017 Temkin Experience Ratings, an annual customer experience ranking of companies based on […]. 2017 Temkin Ratings Customer experience Airlines AirTran Airways Alaska Airlines American Airlines Delta Airlines JetBlue Airlines Southwest Airlines Spirit Airlines United Airlines US Airways Virgin America
Experience Matters
JUNE 1, 2016
Southwest Airlines, Alaska Airlines, and JetBlue Airlines deliver the best customer experience in the airline industry, according to the 2016 Temkin Experience Ratings, an annual customer experience ranking […]. 2016 Temkin Ratings Customer experience Alaska Airlines American Airlines Delta Airlines JetBlue Airlines Southwest Airlines Spirit Airlines United Airlines US Airways Virgin America
Customer Bliss
JUNE 28, 2018
Let’s face it: the airline industry is tough. Do you remember how many airlines there were when you were a kid?) To stay ahead of the competition, airlines keep close tabs on customer experience to address flyers’ concerns, preferences, and needs through reports like the recently released J.D. Powers North America Airline Satisfaction Study. The study shows that overall, airlines in North America have been making solid gains in customer satisfaction.
Customer Bliss
OCTOBER 4, 2018
Thankfully, there are leaders in the airline industry who understand this and are working tirelessly to improve both of these experiences. In today’s episode, you’ll hear from Karen Ellis , the Chief Customer Officer of San Antonio airport , and Sonya Lacore , Vice President of Inflight Operations at Southwest Airlines. As Vice President of Inflight Operations at Southwest Airlines, Sonya Lacore oversees the planning and scheduling of flight attendants.
Beyond Philosophy
SEPTEMBER 20, 2017
RyanAir, Europe’s largest airline, in my view are the epitome of a poor Customer Experience. Over the last few days, they have proven this yet again as the airline has begun cancelling hundreds of flights. The reason for the cancellations, according to the airline, is a shift in the vacation policy for pilots. While pilots used to have a vacation year that ran from April to March, the airline is switching to a January to December schedule. Cheap Airlines: Low Prices!
Experience Matters
MARCH 19, 2015
Overall, the airline industry averaged a 63% rating in the 2015 Temkin Experience Ratings and tied for 12 th place out of 20 industries. Southwest Airlines came in second with a rating of 72%, placing it 89 th overall. At the other end of the spectrum, Spirit Airlines , which made its debut on the ratings this year, was the lowest-scoring company in the industry.
Customer Bliss
APRIL 4, 2017
Southwest Airlines has an industry-standard approach to promoting people from within. Sonya Lacore has proudly served Southwest Airlines for 15 years, Sonya began her career as a flight attendant. Sonya has a wealth of knowledge, experience and understanding of the needs in the airline industry. Podcast annual planning Aviation proactive recovery plan Southwest Airlines unite leadership unite the silosEpisode Overview.
Customer Bliss
APRIL 25, 2017
The United Airlines incident is eventually going to fade from public consciousness, but I wanted to try and address it a few times. Podcast apology apology peace process decide to say sorry United Airlines United scandalEpisode Overview. As we all know, customer experience happens in the real world — it’s companies and organizations interacting with their customers.
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Experience Matters
APRIL 12, 2017
As if flying isn’t enough of a hassle, United Airlines has made every passenger in every flight around the world a little more uncomfortable in their seats until the plane is in the air. Unless you’ve been hibernating from all media feeds, you’ve likely seen the video of a passenger being forcibly removed from a United Airlines flight. Customer experience United Airlines
LoyaltyPlus
NOVEMBER 19, 2020
Centurion, South Africa, 20 November 2020, Asky, The Pan African Airline retains the LoyaltyPlus solution to run their Frequent Flyer Program (FFP) Asky Club by moving to a direct commercial agreement with LoyaltyPlus to enhance the relationship.
Andrew Mcfarland
DECEMBER 1, 2015
Customer Experience Customer Loyalty AA American Airlines BA Brand British Airways Finnair OneWorld Skyteam Alliance Star AllianceWhile code sharing is a model that should benefit customers greatly, the reality is still far from the promise. As a result, customers who benefit from one aspect of the customer experience – pricing advantages – suffer along the remainder of the customer journey. The Promise: OneWorld offers “interline ticketing between member [.].
CustomerGauge
MAY 17, 2017
Now that the dust has settled, and pictures of Dr.David Dao’s half naked body are no longer making the rounds on my social feed, I think it’s time we talk logically about the elephant in the room: Customer experience within the airline industry has come under hot water over the last few months, through a combination of […]. The post 2017 Customer Experience Lessons from the Airline Industry…So Far appeared first on CustomerGauge.
Clarabridge
OCTOBER 17, 2017
Clarabridge released a report, Customer Experience in the Clouds , last month that looked at the airline industry through the lens of passenger expectations. One of the more surprising findings was that almost three quarters of travellers don’t bother complaining to airlines when things go wrong. Airline customers are being heard less precisely because they are saying more. The airline problem seems desperate.
LoyaltyPlus
NOVEMBER 10, 2020
We’re all very aware of the unique and unprecedented challenges airlines face today. As a well-established Loyalty Solution provider, previously sold as the branded solution for a well known PSS, we are perhaps one of the best kept secrets in the airline market in terms of our own brand.
Beyond Philosophy
JUNE 19, 2017
I’ve been flying major airlines for a long time, and like everyone else, I’ve noticed the changes – and not in a good way. At American Airlines, for example, incentive payments for top executives are now determined exclusively by income and cost savings. One reason for this, the Times reports, is that airlines and other industries are under pressure from Wall Street to return strong profits each year. Cheap Airlines: Low Prices!
Andrew Mcfarland
DECEMBER 18, 2018
The post One miserable [United Airlines] Customer Journey appeared first on Pivot Point Solutions. Customer Experience Customer Journey Bruce Temkin Crying Baby Social Media United AirlinesOne disadvantage of being a social media Luddite is that you sometimes miss teachable customer experience moments that have wide public reach. I missed one recently that blew up social media but it still warrants a quick post. In the.
ShepHyken
FEBRUARY 1, 2017
Last week United Airlines had a computer outage that lasted two and a half hours and caused 200 flight delays and six cancellations. And it may not be a computer glitch, but a weather problem that causes airline delays. But, what I can speak to is the general response that United Airlines made, and how it was a perfect example of what to do in a crisis situation. The post United Airlines Computer Outage Is Customer Service Crisis Case Study appeared first on Shep Hyken.
Retently
AUGUST 22, 2018
“You can’t have a mid-life crisis in the airline industry, because everyday is a crisis.” – Herb Kelleher. Maintaining an airline is a mess. However, in the pursuit of keeping their operational costs lower, airlines often compromise on one element that has become the crucial competitive differentiator – customer experience. Why do Airlines Have Low Customer Satisfaction Ratings. And it’s not that airlines are oblivious to the underlying testimony.
GetFeedback
APRIL 12, 2017
Countless factors led to the United Airlines failure, and countless interactions led to the public consensus that their customer experience is problematic. Articles
Beyond the Arc
MARCH 10, 2020
You may be hearing those words a lot lately, as many major airlines recently sent Coronavirus updates to frequent fliers. The post Comparing Airline Coronavirus Emails – CX Lessons appeared first on Blog @beyondthearc.com. “I wanted to personally reach out." But did their messaging and tone provide the reassurance they intended? And if not — how did it impact your impression of their brand? Comparing emails from Alaska, United, [.].
Heart of the Customer
SEPTEMBER 9, 2019
The post Why Spirit Airlines’ and Ryan Air’s Customer Experience is Better than Yours appeared first on Heart of the Customer. I’m partway through a European holiday with my wife, celebrating 25 years of marriage. Okay, actually 26, but that’s a different story. When a friend heard we were flying Ryan Air, she told me, “Uh oh. Pay attention to the experience you receive.” Interested, I did pay attention. And I realized that Ryan Air probably […].
Think Customers
OCTOBER 18, 2015
After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system.
Kitewheel
FEBRUARY 11, 2020
The customer experience for airlines is made even worse by the shrinking window for customers to reach their gate, frustration at people cutting in line, or a sense that there are not enough attendants at the front desk, gate, or any other location. For an airline, long or unwieldy lines also represent a business problem. This is the classic “fast boarding” or “shorter security line” option that many airlines have in place. Driving Engagement and Retention in Line for Rides.
ReviewTrackers
APRIL 13, 2017
This week: United Airlines’ customers are outraged because of the forced removal of a passenger from a plane. The video of the passenger who was violently dragged off a United Airlines flight on Sunday night has potentially damaged customers’ trust in the company. What you already might know is that this incident has damaged United Airlines’ online reputation.
Beyond Philosophy
JANUARY 18, 2017
airlines, sizing them up according to factors that matter to travelers, including delays, on-time arrivals and lost baggage. Overall, the newspaper reported, airlines did a better job on some measures in 2016 than in 2015, with 7 percent fewer late arrivals. Alaska Airlines earned top rank for the second year in a row, but as a customer experience consultant, I was just as interested in the airlines at the bottom. The post Cheap Airlines: Low Prices!
Forrester's Customer Insights
MARCH 30, 2020
Airlines have a major role to play in the global fight against the COVID-19 pandemic because they are part and fabric of this interconnected world, carrying people and cargo. age of the customer customer experience strategy airlines covid-19 Customer Experience (CX) customer service
CSM Magazine
APRIL 3, 2018
Southwest Airlines delivers the best customer experience in the airline industry, according to the 2018 Temkin Experience Ratings. Of the nine airlines included in this year’s Ratings, Southwest Airlines earned the highest score with a rating of 76%, putting it in 51 [st] place overall out of 318 companies across 20 industries. The ratings of all airlines in the 2018 Temkin Experience Ratings are as follows: Southwest Airlines: 76%.
PeopleMetrics
FEBRUARY 13, 2018
On a recent fight on American Airlines, however, I experienced the opposite of an easy experience - it indeed had quite a bit of friction and effort. Using Gogo internet, which has been American Airline’s provider since this sort of thing was possible on airplanes, I had an account where all my credentials were stored on my computer. American Airlines turned the Wi-Fi experience from one that was easy and enjoyable to one that is clunky and full of friction.
Think Customers
APRIL 5, 2016
More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9
CSM Magazine
OCTOBER 5, 2018
The survey asked British airline passengers what they currently think of the digital flight experience and how much more personalised they would like real-time digital services to become. Some of the key findings are: Airlines’ digital service apps are popular. Nearly a third (28 percent) of all Britons who fly use an airline app and. airline, 65 percent of customers said immediate alerts about where their.
ijgolding
MAY 2, 2017
One of the stories featured in the article was about United Airlines and their much publicised PR disaster caused by the practice of overbooking flights. Oscar Munoz, Chief Executive Officer, United Airlines, speaks during the 2017 Aviation Summit hosted by the U.S. We are working harder than ever for the privilege to serve you and I know we will be stronger, better and the customer-focused airline you expect and deserve. United Airlines.
Kerry Bodine
AUGUST 4, 2016
On September 24, 2013, United Airlines sent out an email announcing its renewed commitment to customer experience and the resurrection of its “Fly The Friendly Skies” tagline from decades past. The email read, “‘Friendly’ now means more than it ever did. It means being user‑friendly. In other words, flyer‑friendly. We’re giving you an unmatched global network with more onboard product features, better technology and, of course, great customer service.”.
QuestionPro Audience
JANUARY 3, 2017
In order to best accommodate travelers, airlines offer several additional services where travelers can upgrade their seats, access airline exclusive lounges, and purchase in-flight food and entertainment. This gives airlines the perfect opportunity to boost their end-of-year sales numbers. Airlines need to identify new avenues to market to a tech-savvy audience and what better way to do it than understanding their spending habits.
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