Customer service as the building stone to customer loyalty

The airline industry has suffered very hard from the worldwide economic crisis.

First of all, fuel prices were exorbitant. Secondly, people preferred less expensive conveyances to travel, and the number of people planning a city trip declined dramatically.

Due to this economic crisis and the sharp concurrence between numerous airline companies, the relationship between companies and its customers has become very important in the airline industry. There even exists a prestigious ‘Customer Cup’, a trophy for the company who improved his customer service the most.

The six most important accents the companies were judged on are gate interactions, the boarding experience, delays and delay management, onboard interactions, baggage handling and baggage resolution. This year, American Airline had the honour to receive the cup, just like last year.

It is obvious that airline companies have to attach importance to an impeccable customer service in order to survive, since this is the basic principle to make their customers use their services again.

(American Airlines)

Annelies Martens