airport-airline-passenger-surveys Blog Related Topics 
GetFeedback
JULY 19, 2019
A recent McKinsey survey showed customer satisfaction with health insurance is 73% more likely when customer journeys work well than when only touchpoints do. The same survey showed that when hotels get the customer journey right, customers are 61% more willing to recommend the hotel than customers of hotels that only focus on touchpoints.
Experience Investigators by 360Connext
JANUARY 21, 2015
Airlines may argue their journey is about the actual time in-air for a customer, but as customers, we all know it starts earlier and ends later. One airline trying to understand the actual journey more for their customers is Virgin Atlantic. It was a simple gesture to make passengers more comfortable. Don’t fool yourself!
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Beyond Philosophy
AUGUST 14, 2017
Years ago, I endured a long layover at the Detroit airport. However, I passed through the Motor City’s airport more recently and what a difference a new terminal can make. The gleaming space is light and airy, with a bright red tram whisking passengers from one end to the other like something out of a sci-fi movie.
Service Untitled
APRIL 29, 2010
Service Untitled The blog about customer service and the customer service experience. “ Enhancing Airline Passenger Protections&# describes the new rules and is designed to bring some consumer satisfaction from an industry that has consistently ignored the very basics of customer service. Late take-offs. Tarmac delays.
Service Untitled
MARCH 15, 2010
Service Untitled The blog about customer service and the customer service experience. All passengers have assigned seats; all fares are based on one way and an overnight stay is not required. If a customer is involuntarily denied boarding because of a Jet Blue overbooking, the company claims to reimburse a passenger $1,000.
Service Untitled
AUGUST 17, 2010
Service Untitled The blog about customer service and the customer service experience. per 100,000 passengers. Most airlines operate on the same air routes, and every day packed planes travel the same routes, so is rating arrival times and customer service just splitting hairs? million payout.
Service Untitled
DECEMBER 12, 2011
The next time you’re sitting in one of those impossibly uncomfortable hard plastic seats at Newark International Airport and you see a suggestion box hidden somewhere, slip a picture of Singapore’s Changi International Airport in there. Small airports scored significantly higher than the largest airports.
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