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Customer Engagement: Ideas for Airlines to Improve Customer Engagement

Mukesh Gupta

A bright future for airlines who have good customer engagement. The airline industry has been notoriously infamous about the poor customer experience and engagement. The only airlines that are making profits are the one’s that have some semblance of good customer experience going.

What's Fueling Customer Complaints with Airlines

The 1to1 Media Blog

More flights are arriving on time while airlines are losing fewer bags and fewer passengers are getting bumped from flights. Yet customer complaints are at their highest levels since 2001, according to the 2016 Airline Quality Rating report. The report, released on April 4, found that while the percentage of flights that arrived on time in 2015 rose from 76.2 percent in 2014 to 79.9

3 Ways American Airlines Can Win Customers

The 1to1 Media Blog

After nearly two years since their initial merger, American Airlines and US Airways officially became one airline on Saturday. And after a million hours of training and more than 9,000 tests of kiosks, the airline is facing the last remaining hurdle where mergers are concerned: going live with their combined reservations system.

Do Prospects Lie to Your Salespeople Like the Airlines Do?

Understanding the Sales Force

Do the airlines and the FAA seriously expect us to believe that when there is no WiFi on the plane our devices will interfere with navigation but when there is WiFi on the plane the devices won't interfere? After all, these lies continues to work for them, much as the lies the airlines use continue to get us to power down our devices.

United Airlines Uses Customer Service This Way to Impact Sales

Understanding the Sales Force

Understanding the Sales Force by Dave Kurlan Yesterday, I was returning from New Orleans on an airline I had previously decided never to use again.

Perception Is All That Matters for Your Sales

The Sales Heretic

Every business speaker, blogger, podcaster, columnist, and comedian owes a huge debt of gratitude to United Airlines. Sales Airlines business communication crisis customer negotiating perception policies service social media speaker training United video

Right Data at the Right Time to the Right People

Mukesh Gupta

Today I was travelling from Bangalore to Mumbai on an airline. The airline could have used this opportunity to delight at least 6 of their loyal customers. All the airline had to do was the following: Include the Frequent flier status/miles of the passengers in their manifesto.

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All Airlines are the Same, Except for Their People

Jeffrey Gitomer's Sales Blog

We''ve Moved! Update your Reader Now. This feed has moved to: [link] Update your reader now with this changed subscription address to get your latest updates from us

Quit Chasing Every Customer!

The Sales Hunter

United Airlines announced last week a new cheap fare that does not allow ticket holders to carry on any luggage. Their reasoning is they want to attract customers who are now attracted to the ultra low fare airlines like Spirit.

United Airlines Cracks Down on Oversize Carry-Ons

The 1to1 Media Blog

airline customerexperience customerloyalty customerservice customerstrategy Flying is, for some people, a necessary evil. It''s a convenient--and many times the only--way to get from one place to another, as long as you''re willing to check your comfort with your suitcase.

Misalignment Continues to Be the True Foil Impeding Organizational Success

Increase Sales

By now many in the US and all over the world have heard about or viewed the video of the United Airlines passenger being forcibly taken off from the airplane. As someone who avoids airline travel like the plague because of the hassle, it has been a long time since I actually read the policies stated when purchasing an airline ticket. Airlines reserve the right to remove passengers if for example the airplane is overbooked.

The Effect of Airline Overbooking on Customer Service - Think.

The 1to1 Media Blog

Topic: The Effect of Airline Overbooking on Customer Service. The Effect of Airline Overbooking on Customer Service. While most of us would be shocked with such a situation, we seem to take it for granted that airlines regularly overbook their planes and offer ticket holders compensation if they take a later flight. That was when the airline scrambled to find other passengers who were willing to accept a substantial amount of money to take a later flight.

Be The Best At What Matters Most – A Chat With Joe Calloway

Bob Burg's Blog

Interviews Success Be The Best At What Matters Most Joe Calloway Marty Grunder Southwest Airlines What really are the elements that lead toward and result in huge business success? Is it mainly – as we’re often told – about being different?

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Travel booking sites are destroying the airline industry.

Mukesh Gupta

The proliferation of travel booking sites like ( travelocity , expedia , makemytrip , cleartrip , Yatra , etc) have reduced the airline industry to an industry competing purely on price and this is telling on the profitability of the industry. This so happens as price is the easiest way to compare multiple airlines. The airlines will need to figure out a different strategy to get out of this price competition. These are just some ideas to differentiate an airline.

Why Airlines need to re-design their loyalty programs

Mukesh Gupta

Today, I was reading an article “Why Airlines Need to Reconsider What “Loyalty” Is Today…” This brought back a few questions to my mind. My company has a corporate deal with an airline ( Jet Airways ) in India to minimize the cost of travel. The company also allows me the freedom to choose a different airline if there is no Jet Air flights available at the time I want to fly. This allows me to collect frequent flier miles on that airline.

Why Are Airline Quality Ratings Soaring?

The 1to1 Media Blog

We've all experienced an airline horror story at one time or another. It's inevitable. Whether it's a delayed flight, lost luggage, or a surly flight attendant, these experiences tend to unite us like the 4th of July. There’s more… To read the rest of this blog posting click here or visit Customer Experience Customer Loyalty Customer Service Customer Strategy airlinecustomerservice airlinequalityimprovements airlinequalityrating unitedbreaksguitars

A Legendary Character…Of Very High Character

Bob Burg's Blog

Last post we looked at just one example of how Southwest Airlines has created a benevolent environment where team members embrace their responsibility to act in the best interests of the company itself.

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Create a Winning Business Personality to Standout from the Crowd

Vertical Response

Another excellent example of a strong brand personality can been seen in the South African discount flight provider, Kulula Airlines. Marketing your small business is an ever-evolving project.

Executive Sales Leader Briefing: Guilt by Association — It’s Not the Way to Lead

The Sales Hunter

It seems everyone is talking about the unfortunate situation United Airlines had recently. I’m tired of hearing about it and I’m more tired of hearing how people are bashing every United employee they can find. I spend a lot of time in airports and here’s what I see: Thousands of United employees going to work […]. Blog leadership Professional Selling Skills executive sales leader briefing leader sales leader sales leadership

Rap your presentation. And other ways to engage your business audience.

Julie Hansen's Sales Blog

The rapping flight attendant on Southwest Airlines received a lot of attention for turning an otherwise boring, monotonous in-flight announcement into a fun, engaging experience for a captive audience. Speaking … Continue reading → ACT Like a Sales Pro Tip Sales Presentation Sales Scripts Uncategorized Julie Hansen presentation skills rapping flight attendant sales sales techniques selling skills southwest airlines It’s not what you say. It’s how you say it.

Algorithms, Rules, Values, and Artificial Moral Intelligence

The Sales Blog

I have no way to know whether or not what was reported is true, but I read that an algorithm decided which passenger was to be removed from the United Airlines flight that caused such a stir.

Airlines Leverage Holiday Cheer

The 1to1 Media Blog

We''re right in the middle of the holiday season and like every other year, organizations are trying their utmost to make the most out of holiday cheer to encourage consumers to make purchases or at least to remain top of mind.

Envisioning the Airport Experience of the Future

The 1to1 Media Blog

Customer Experience Customer Strategy Emerging Trends Voice of the Customer airline customercentereddesignA new study released by Amadeus examines the frustrations that travelers have with today's airport experience and how airports are expected to evolve between now and 2025. The study provides a fairly comprehensive look at what passengers dislike most about the airport experience and what they would like to change.

How JetBlue's Marketing Promotes Trust and Loyalty

The 1to1 Media Blog

Each day, airlines connect thousands of travelers with hundreds of distant destinations. Particularly, JetBlue's advertising initiatives show that the airline cares about each individual customer's experience, not just how the airline is perceived. Customer Loyalty Customer Strategy Marketing advertising airline dma groundrules jetblue youtubeThey carry customers from one place to another, often forgetting they are not just passengers, but are people, too.

Air Travel for Business: Where Carriers Get it Wrong

Sell More and Work Less

Having racked up over 225,000 miles over two major airlines last year you could say that my most used office space is seat 3D. Like many professional sellers, I travel all the time.

United Could Have Avoided Dragging Passenger Off Plane

A Sales Guy

Look sometimes “rules” and “regulations” blind us to the most obvious and simple solution and this was the case for United Airlines this weekend. Typically, airlines ask for volunteers and offer some small stipend to passengers to volunteer.

The Bait and Switch

A Sales Guy

Business Performance Customer Service bait and switch Sales Sales Advice United AirlinesAs far as I know, the “bait and switch” is against the law in all 50 states, so how United gets away with it is beyond me. The bait and switch is when a company advertises a particular product at a particular price, then when the customer shows up to buy, they don’t have the product at that price. The price is now more expensive OR it’s a cheaper product at the same price.

Tweeting About American Airlines' Social Strategy

The 1to1 Media Blog

Social media might have been born out of humans'' need to communicate with friends, to remove geographical boundaries, and share information with loved ones.

The 10 Most Influential Customer Experience Milestones of 2013

The 1to1 Media Blog

Your Goals Are Your Own

The Sales Blog

You have a different view of the world (Think Southwest Airlines and Virgin Airlines). Your Goals Are Your Own is a post from: The Sales Blog | S. Anthony Iannarino. Your strengths are different from your competitors. So are your weaknesses.

Why Are Airline Quality Ratings Soaring?

The 1to1 Media Blog

We've all experienced an airline horror story at one time or another. It's inevitable. Whether it's a delayed flight, lost luggage, or a surly flight attendant, these experiences tend to unite us like the 4th of July. There’s more… To read the rest of this blog posting click here or visit Customer Experience Customer Loyalty Customer Service Customer Strategy airlinecustomerservice airlinequalityimprovements airlinequalityrating unitedbreaksguitars

Dimensions of Trade: Into the Air


To begin with, it was and still is salespeople that sell commercial airliners to the companies that use them. Trade plays a key role in sales, and it is of great benefit for anyone engaged in any level of sales to learn the fundamentals of trade.

Targeting Transactional Customer Experience or Long Term Strategy?

Babette Ten Haken

You and I receive these surveys after each airline flight. However, let’s say you aren’t a hotel, airline or a theme park. Targeting transactional customer experience (CX) can short-change your business long-term.

Sporadic Customer Retention Strategy is not a Strategy at All

Babette Ten Haken

Does the survey read like the standard hotel, airlines and entertainment surveys clients are “used” to receiving? Sporadic customer retention strategy tends to appear in three forms. If you are inconsistent and half-hearted when working with customers, then you lose credibility in their eyes.

The CX Curriculum

The 1to1 Media Blog

Companies with customer-obsessed cultures--think USAA or Southwest Airlines--differentiate themselves in their industries and earn major financial benefits as a result. But customer-obsessed cultures don''t just happen: To help transform a culture, customer experience professionals must develop training and coaching curriculum that touches all employees. There’s more… To read the rest of this blog posting click here or visit

8 Things Technology Will Never Replace

No More Cold Calling

Do you remember the 2001 Southwest Airlines “Some Things Are Just Better in Person” campaign? Southwest Airlines isn’t perfect (no business is). Digital communication only takes us so far. Generation Y loves technology. They’ve grown up immersed in text messages and emails.

The Salesperson Mindset: The Quality of Security


Or an airline pilot until a flight is successfully made? For sales today, a mindset is at least as important as a skillset, and I refer to this mindset as social intelligence.

5 Things Not to do in a Social Media Crisis

The 1to1 Media Blog

I didn''t think there was a single marketer on the planet who hadn''t taken seriously the viral effect that being unresponsive in social media can have--a painful reminder exemplified by United Airlines and Dominos Pizza. When an angry and creative customer took to social media because of a broken guitar and raunchy employees uploaded videos of themselves doing disgusting things to a sandwich, the lack of response was worse than no response at all.

Is Surge Pricing Coming of Age?      

Mukesh Gupta

Hotels, airlines are known to have done this for ages and done well. This could be an option for airlines seats, cineplexes, conferences, railway/bus tickets, car parking, workshops, fund-raisers, limited edition items, etc. Surge Pricing is Coming of Age.

Do We Really Need Women in Sales?

Jonathan Farrington

It is very similar in many other professions where women have had to work hard to establish not only their rights but also their credibility: For example, when I was growing up doctors were men; airline pilots were men; train drivers, lorry drivers, and soldiers were all men.