Brightwell’s Post

Over 100k flights are cancelled annually, leaving millions of CX issues to be remedied.    Stay DOT compliant and improve the customer refund experience with a digital payment solution.    Read more here: https://lnkd.in/eDmKSeWQ #Latitude #B2CPayments  #Airlines #Refunds #Payments #CrossBorderPayments #DOT 

DISCLOSE HIDDEN FEES, and not just in the airline industry. The so-called 'Customer Experience' has become the 'Customer No-Service Experience'. The Financial Times asked last week: How did customer service get so bad? How indeed. #hiddenfees #customerservice #customerexperience #reuters

With thousands of flight bookings happening every minute, a hiccup in the payment process can lead to frustrated customers and lost revenues. ✈️ That's where Payment Orchestration comes in! ⚡ Providing a seamless payment experience is non-negotiable.🚫 Our latest article takes you behind the scenes, exploring the vital role of Payment Orchestration in ensuring hassle-free transactions for airlines and their customers. From optimising payment flows to maximising authorisation rates, discover how the transformation of payments can deliver an enhanced customer experience. ✈️ https://lnkd.in/dkh2ZdmS #PaymentOrchestration #Airline

✈️ Ever wonder why airline payments can sometimes fail? Here's the lowdown: 💳 Real-Time Processing: Airlines use real-time processing to manage payments for a seamless customer experience. ⚡️ Why It Fails: ✔️ Connectivity issues 🌐 ✔️ Payment gateway errors ⚡️ ✔️ System glitches ⚠️ 📊 Learn More: Dive into the attached PPT to understand the key reasons. Check it out! ⬇️ #AirlineIndustry #Payments #RealTimeProcessing #Technology

Demonstration of poor customer experience. I booked a flight and had non changeable tickets outbound and changeable return. Sod’s Law - I now need to change the outbound flight- which acceptably I can’t. However, if I buy a new single ticket outbound - Finnair will cancel my return leg because I didn’t use the outbound leg??? No matter who I speak to the answer is ‘computer won’t allow it’s or ‘it’s the rules’ or ‘it’s our policy’. Who do these rule / or policy help? Not the customer Not the baggage handling Not the industry Not the safety And certainly not the company - as they are losing a long term loyal customer, who was happy and willing to buy a single ticket and just use the return leg. To be fair they might make another €100 but will lose this Gold loyal customer to another airline. My businesses empower our customer facing people to do what they feel is the right thing to do. We train our people to think, and make the right call whilst balancing everyone’s needs. What do you do to empower your staff to be able to do the right thing?

United Airlines customer satisfaction scores are up 5% due to more detailed explanations about delays and details about trips, including maps. The airline relies on people from outside the industry to avoid jargon. Good customer service blended with good technology goes a long way. #unitedairlines #airlineindustry #customercentricity

I don't know that it's ever a good look for an entire industry to lobby against fee disclosure. But, then again, we're talking about the airline industry here... not exactly known as a bastion of customer-centricity. No matter what business you're in, transparency breeds trust. https://lnkd.in/eB8KxPiU #CX #CustomerExperience #CustomerService #Airlines

The Biden-Harris Automatic Ticket Refunds Policy brings a wave of positive change, not only for airlines but for all sectors within the travel industry. With a reduced need for customer-initiated refund requests, travelers experience greater convenience and peace of mind. This, in turn, leads to higher levels of satisfaction and loyalty across the board. However, as customer satisfaction reigns supreme, how should the travel industry handle the soaring customer expectations that come with it? Visit our blog for an in-depth look at the ground-breaking policy and its impact on customer expectations. https://buff.ly/4ceLfll #BeSuper #TravelIndustry #CustomerService #Airlines #Biden-Harris #CustomerExperience #TravelAgencies

United Airlines customer satisfaction scores are up 5% due to more detailed explanations about delays and details about trips, including maps. The airline relies on people from outside the industry to avoid jargon. Good customer service blended with good technology goes a long way. #unitedairlines #airlineindustry #customercentricity

Enhancing Customer Experience in the Airline Industry: The Power of Policy Clarity and Active Listening In the fast-paced world of airline customer service, conflicts can arise at any moment, especially during delays, cancellations, or other disruptions. To ensure a smooth customer experience and prevent conflicts from escalating, two key approaches stand out: policy clarity and active listening. 1. **Policy Clarity**: - A solid understanding of airline policies regarding ticketing, baggage, delays, and cancellations is crucial for frontline staff. - Transparent communication of policies to customers helps manage expectations and reduces misunderstandings. - Empowering employees with comprehensive training enables them to make informed decisions within the boundaries of airline regulations. 2. **Active Listening:** - Listening attentively to customers' concerns without interruption fosters trust and rapport. - Paraphrasing and summarizing customer issues demonstrate empathy and understanding. - Asking clarifying questions allows for a deeper understanding of customer needs and concerns. - Validating customers' emotions, even when immediate resolution isn't possible, acknowledges their experience and helps de-escalate conflicts. By combining policy clarity with active listening, airlines can elevate their customer service standards, mitigate conflicts, and ultimately enhance the overall travel experience for passengers. #CustomerService #AirlineIndustry #PolicyClarity #ActiveListening #CustomerExperience