UP! Your Service - Blog

From 2nd Class to World Class in 24 Months: How Air Mauritius Achieved the Skytrax "4 Star" Rating

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Two years ago the national airline of Mauritius was struggling with financial losses, poor customer service ratings, and low staff morale. A new CEO and dedicated top team launched a bold attempt to achieve profitability […]

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Should a low-cost airline be tagged with "service"?

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A recent article in Businessweek caught my eye. Titled “Most-hated airline is also the most profitable”, the author states, “…the low-cost model rightly treats airfare as a utility. There really does not need to be a service component attached to consuming airfare.”

I believe this point of view incorrect. There IS a service component in airfare…and in every other form of service or product delivered throughout the world.

Let’s explore this together.

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How to Turn an Airline Flight Delay into Customer Loyalty

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Each time a flight is cancelled, it’s an opportunity to irritate 300 captive customers–but it’s also a chance to turn them into understanding, passionate loyalists and recommenders.

A couple of months ago, I was on the wrong side of that equation…

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