Airlines with the Best Customer Service

Airline passengers need to get to their destination quicker, but they also want to enjoy high-quality customer services. Customer service in the airline industry is extremely important because it fosters customer loyalty. A good flying experience will lead to repeated use; a bad flying experience, not only will lead to loss of loyalty, but most importantly to negative word-of-mouth. In such a competitive marketplace and highly concentrated industry as the airline industry, airlines need loyal customers to sustain a competitive advantage.

Southwest Airlines declares in its mission statement its dedication to high quality customer service valuing its customers and aiming at satisfying their safety, and highest expectations. Apparently, Southwest meets its mission as the airline is repeatedly voted by its passengers among the best in terms of customer service. Demonstrating flexibility in last-minute bookings, refunding their customers for last-minute cancellations, and crediting their account for switching between Southwest flight schedules are some of the exceptional attributes of the enhanced customer service that Southwest Airlines offer. The airline's representatives are knowledgeable, willing to help and guide the customers to meet their demands and they always wear a big, polite smile on their faces.

JetBlue Airways is a low-cost carrier that has been named the #1 U.S. domestic airline for six consecutive years (2001-2007) by Conde Nast Traveler magazine's 'Readers' Choice Awards'. This is the result of their exceptional customer service that includes friendly customer representatives, ready to accept responsibility for their own failures, and willing to fix any problem that may arise. Normally, when airlines face a consumer crisis, they deny the problem and they lay off an employee to trade off the negative advertisement. On the contrary, JetBlue representatives involve customers in the process of resolving any problem, thus enhancing customer relations.

Both Southwest and JetBlue have Twitter accounts. Along with other airlines, they have embraced online service as a means to keep an eye on customer complaints and respond to consumer concerns. Customers may post a question and get a fast response from the airline via tweets, actually a lot faster than over the phone or e-mail. For instance, a Twitter user asked JetBlue on March 26, at 10:49 am if the airline charges pillows and blankets for a red eye flight. Six minutes later, the customer received a reply from JetBlue saying "Our Pillow and Blanket kit is $7 and includes CleanRest pillow, fleece & $5 coupon to Bed Bath & Beyond" (source: http://tr.im/shuteye).

Continental Airlines is also known for great customer service. The airline is extremely flexible in last-minute changes and its customer service agents are kind, understanding and helpful. They are also knowledgeable to make sure customers won't be charged any change fees. Continental was voted the #1 U.S. domestic airline in 2008. Also, it was voted #1 most admired global airline by Fortune magazine in for six years in a row (2004-2009) as well as Best Value for the Money among all airlines by Zagat in 2008.

Emirates is one of the best non-US airlines that offer high quality customer service. The airline was ranked on the top of customer satisfaction with 9 out of 10 marks as far as customer service is concerned. The airline focuses on every detail, - check-in, baggage handling, airplane cleaning, catering, and passenger flow - to offer innovative services and meet customer expectations. Besides, passengers rate very highly the ease of use of the website and the online product information, as well as the cabin safety standards.

Generally, pointing out great customer service is beneficial both for customers and airlines. Airlines that find the way to differentiate themselves with their customer service can turn round the situation and beat the competition.

http://blogs.wsj.com/middleseat/2009/04/03/airline-customer-service-can-twitter-fix-it/