Customer service is an area that we can always improve, and this being the case of an

airline, even more. Within an airline, customer service can involve: the punctuality of the
flights, the reception service, the attention on the flight itself, the speed in which the
luggage is turned to the client, as well as avoiding the loss of luggage.
It is important to take into consideration the public opinion of our clients. Focusing on
social networks, since if any of our collaborators is negligent in any aspect of their
customer service, it may harm the image of our company, and so we could suffer great
economic losses. One solution to this is to implement strategies focused on the constant
training of our employees, so that they always prefer our airline before others.

Three ways to improve your airline’s customer experience

1. Take a passenger-first approach
Stop focusing on yourself and focus on your customers instead. In order to shape a positive
experience from the customer's point of view, your airline brand can follow these five
steps:
1. Interact in a friendly, authentic, and personalized way.
2. Listen to the customer's unique situation and acknowledge their needs.
3. Give real-time, accurate information that empowers the customer to make decisions.
4. Go beyond the customer's service expectations so they will remember and share
their great experience.
5. Remember the customer's preferences and anticipate their future needs.

We don’t want to make customers repeat themselves.

Customers do not want to repeat their issue or personal information, such as their
confirmation or frequent flyer number, over and over every time they’re handed off to a
new agent or department. The key to providing personalized attention is case ownership.
This requires a social media management tool that integrates with a CRM and maintains
detailed customer histories and assigns cases rather than posts. This setup ensures that when
agents have to pass along a customer, that customer’s information is readily accessible by
the next agent.

2. Effectively support customers on the platform of their choice

We have to offer a variety of support options to our clients so that each of them feels
comfortable on the platform they like best.

3. Foster collaboration across internal departments

A closer bond between marketing and customer service is critical for success. According
to Forrester, collaboration is required to leverage learnings and to provide a cohesive digital
experience for customers. But it shouldn’t end there. When there is an open dialogue
between customer service and other departments, both the customer and the company win.