Customer Service | Airline Reporter

American Airlines Gives Bonuses to High Performing Employees

By David Parker Brown, on May 16th, 2009 at 12:44 pm

AMERICAN AIRLINES Airbus A300 & Boeing 777 at JFK, New York, USA. Sept 2008.

At a time where airlines are cutting jobs, services, airplanes, while raising fees – it seems odd that American Airlines has decided to move forward with paying out $14million in bonuses — or does it?

There is no denying that moral at some airlines are reaching record low levels. About 72,000 American Airline employees might feel a little less down when they see their performance based bonuses (averaging $200).

According to American Airlines, the incentive program seems to be working – with customer service up 3% and on-time service up 23%.

I think it can be hard for airlines to realize what their greatest investment can be…not planes, new technologies, or routes, but investing into their employees. On a flight with all the “toys,” no fees, and on the newest plane can be great, but if the customer service received is horrid, it can leave a very lasting impression.

Source: Business Week Image: Tom Turner

Delta is Coming to America!

By David Parker Brown, on April 28th, 2009 at 12:01 pm

Flight 891 from Buffalo. This plane was delivered to Eastern Airlines on 11/30/1979 and transferred to Delta in 1991

Although it is frustrating at times, I understand when airlines have had to send jobs overseas to help them survive.

Delta, in a rare showing, is now doing the opposite — and at a good time nonetheless! They are no longer outsourcing their reservation call center to India and will be moving the jobs back to the US.

There will still be call centers in Jamaica and South Africa, but staffing would most likely be reduced there as well in the future.

When Delta outsourced their call centers to India in 2002, they estimated saving $25million per year, which is nothing to sneeze at.

However, customers made it clear they weren’t happy with the service they received from the call centers in India. “The customer acceptance of call centers in foreign countries is low, and our customers are not shy about letting us have that feedback,” said Richard Anderson, Chief Executire of Delta Airlines.

I would imagine the number of reservation calls has greatly decreased since 2002, with most people choosing to reserve tickets online.

Source: AP Image: AV8NLVR

Complaining 101

By David Parker Brown, on April 27th, 2009 at 4:14 am

Sometimes it is impossible to get customer service!

With prices going up and amenities going down, it shouldn’t be too surprising that complaints are going up. Airline complaints increased about 60% from 2006 to 2007.

While the complaints increase, more and more companies are cutting call centers, outsourcing, and automating, increasing the distance from the customer to someone in the company who can do something about it.

Christopher Elliot (former National Geographic Traveler’s reader advocate) lists the 8 most common mistakes people make when complaining.

1- Frivolous grievances: complaining about stuff that is not a big deal (not the right soda, someone was a little short with you).

2- Calling instead of writing: there is no record and normally nothing good comes from it.

3- Making a laudry list: too many complaints will just make you look like a complainer and people will stop listening.

4- Wasting their time: make sure it is worth they time to make a right from a wrong.

5- Writing long: keep your complaint short and sweet.

6- Not offering a solution: let them know what would make you happy to solve this problem.

7- Being impolite: you get more flies with honey than vinegar.

8- Threatening: saying you will never fly with the airline again will do nothing.

Just know that sometimes when you complain, you will be treated well and things will be made right. Others you will be ignored. Show how you feel by not flying that airline again!

Source: CNN Image: Schmidt-Family

Screw the peanuts, I don't want to spend 9 hours on the tarmac

By David Parker Brown, on December 2nd, 2008 at 6:44 pm

Taca Airlines Airbus

And it happens again. The lovely situation where people are left sitting in a plane that is going no where for hours and hours. Add to that they only get water and crackers (yummy).

This is just another incident that is re-sparking the debate about passenger protections.

The flight today is a little more difficult, since it is an international airline, Taca. Even is the US government had regulations about this, they would be immune.

I know the idea of a Bill of Rights for passengers, but I don’t know how it could be enforced. Normally a free market should exist, but it seems passengers quickly forget their multi-hour wait on the tarmac, when they see they can save $150 on choosing the same airline versus another.

Source: MarketWatch Image: code20ph

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American Airlines Gives Bonuses to High Performing Employees

Delta is Coming to America!

Complaining 101

Screw the peanuts, I don't want to spend 9 hours on the tarmac