Southwest Airlines on Monday announced it was operating on a normal schedule after technical problems delayed hundreds of flights on Sunday. A computer glitch related to the technical systems that powered its customer service operations -- specifically its reservation system -- apparently was to bla...
Delta Air Lines has outfitted its more than 19,000 flight attendants with Windows Phone 8 mobile devices that it expects will further customer service and facilitate on-board transactions. Specifically, the flight attendants are now using Nokia Lumia 820 devices equipped with a Delta-specific applic...
Customer satisfaction with the airline industry took a dip in J.D. Power and Associates' 2012 North America Airline Satisfaction study after two consecutive years of improvement. The drop was not a large one; overall, passenger satisfaction dropped to 681 index points on a 1,000-point scale. In 2011...
When you're talking with your best and most trusted friends, there is no need to defend yourself with disclaimers, overly defined examples, or defensible arguments. The conversation just happens. When two friends know each other well, they finish each other's sentences. Wouldn't it be great to commu...
Loyalty schemes had been around for years before their sponsors paired them with purchase power on credit or debit cards. For any best customer program, the business running it measures its effectiveness on two levels -- the top line and the bottom line. On both levels, co-branded and proprietary c...
US Airways and United Airlines are already under bankruptcy protection, and Delta Air Lines is skating dangerously close. Consumer members of frequent-flier programs are not considered creditors, but to many, they might as well be. "Consumers are absolutely, unquestionably concerned, and anyone who ...
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