Traveling with an allergic child trained me for a post-pandemic world
Before the World Health Organization named COVID-19 a pandemic, I was invited to attend an exclusive preview of Air Canada’s newest premium ... Continue Reading
Tag Archives: customer service
When Jet2’s cheap and cheerful budget airline brought big smiles
Friendly low fares. That’s what UK holiday airline Jet2 promises — and what, on a recent flight from Gran Canaria to Birmingham before coron... Continue Reading
Press Release: SEKISUI SPI names customer experience manager
The customer experience. For some companies, this is just the customer service department, but at SEKISUI SPI the customer experience is del... Continue Reading
Winter delay proves effectiveness of Brussels and Eurowings PaxEx
My return from a recent trip to Geneva for the International Air Transport Association’s annual Media Days could easily have turned in... Continue Reading
Customer service incompetence colors Thai Airways travel experience
This was a review I had been looking forward to writing for some time. After spending weeks in Southeast Asia filming in the jungle without ... Continue Reading
In praise of an aging lie-flat and stellar crew on Delta 767-300
Who doesn’t love a surprise? Sure, there are bad surprises, like the time China Airlines surprised me by going on strike and canceling... Continue Reading
Dulles team reminds women that airport management is a career option
Modern girls and young women are increasingly aware that pilot or engineering careers are as much a possibility for them as their male peers... Continue Reading
Exploring Vueling’s new not-quite-Eurobiz replacement fares
Just over a year ago, I was impressed by the IAG low-cost carrier Vueling’s Eurobusiness seating, sold as its “Excellence” fares. But with r... Continue Reading
London or no? Geraghty on guiding JetBlue’s future
JetBlue Airways has teased the prospect of launching flights to Europe for years. Now, under the leadership of president and chief operating... Continue Reading
Lindsay Cunningham builds impressive career at Airbus Helicopters
Introducing young people to aviation can open up a world of ideas and opportunities that they might not have considered before. For Airbus H... Continue Reading
Delving inside the popular airline metric Net Promoter Score
The complexities of airline service provision mean that comparing passenger experience across carriers can be a difficult task. What’s a ‘go... Continue Reading
British Airways short-haul business: any hope for “fortress Heathrow”?
As the dog days of European summer turn into the cooler days of autumn, let me tell you a story about how a trip redeeming frequent flyer mi... Continue Reading
Brand inspectors aim to maintain integrity of product and design
With billions invested in airline branding programs, getting a return in customer satisfaction and brand reputation is critical. Checking th... Continue Reading
With few exceptions, United Airlines’ Polaris shines
After a long wait, United Airlines finally opened its spacious new Polaris Lounge at the international terminal of San Francisco airport (SF... Continue Reading
Geven’s Roberta Macciocca balances engineering and business
Walking the line between the exacting demands of airline customers and a deep knowledge of seat engineering processes is a complex challenge... Continue Reading
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