#3 Customer experience in the clouds – or how to build good customer experience.

We would like to remind you that due to suspended flights, many people are currently faced with the task of contacting airlines to recover their funds or obtain information about other options. The quality of customer service in many cases is very poor.

As we announced, we present conclusions from the analysis of customer service in the cloudsOur analysis was based on customer experiences with the following airlines: LOT, easyJet, Norwegian, KLM, Ryanair, Wizz Air, British Airways, Alitalia, Vueling, Lufthansa, and AirArabia.

Today, good examples of building customer experience by the airlines. So let's go ✈

✅ Information about the canceled flight and a direct link to manage your reservation. The email includes a list of possible options:
1️⃣ change of date,
2️⃣ voucher to be used within a year.
Additionally, redirection to the website for dedicated information related to COVID-19. A prominent message was provided that CC was overloaded and that other forms of contact were recommended. For Poland, the request was encouraged to contact Messenger. The matter was resolved within 1 day via Messenger. The response was a refund. Rating: 5/5.

✅ There's also an element of surprise – the airline sends a passenger satisfaction survey after the refund process. The message is simple.
1. We are sorry that your flight has been canceled.
2. We do everything we can to minimize inconvenience.
3. We want to improve the experience with our line, so we want to find out what we can do better.
4. Help us and answer a few questions about how you felt/were satisfied at each stage. 
And that was it love point.💚 Will the passenger buy a ticket from this airline again? Definitely yes, because in a very emergency situation, their problem was solved. And the customer was "taken care of" throughout their entire journey (customer journey map). Even though he didn't get fired. Rating: 5/5

✅ A text message about the flight cancellation and detailed information via email. Specific information is provided, indicating the customer's options. Links to solutions are provided. The refund process is very simple – a few simple details, and an automatic email confirmation informing them of a refund within 7 days. And please note: the refund was issued as promised. The link initially didn't work properly, and errors occurred – the airline informed them it was working on fixes. When the airline knows it won't meet the deadline, it sends the customer an email stating they're working on the request, but they're experiencing an unusually high volume of messages and asking for patience. The website includes dedicated information for customers regarding COVID-19. The client is taken care of at every stage, periodically informed about progress. Rating 5/5.

✅ The airline offered not only refunds or postponements, but also additional products at a very reasonable price... And customers bought them! Among the products were an upgrade to a higher class on a long-haul flight, extra baggage for 1 euro on any European flight, and an upgrade from a silver to a gold card (of a specific airline) entitling them to use better lounges. It turns out that not only was the customer satisfied, but the airline didn't have to refund the funds; the customer changed the date and purchased additional products. Rating: 5/5

✅ Another plus point in customer service is asking if the customer was successful with their reservation and whether there's anything the airline could help with. Rating: 5/5

✅ Due to the closure, some airlines extended the validity of loyalty cards and status points – informing customers about this, providing a sense of care and security. Rating: 5/5. Unfortunately, only a few airlines addressed this aspect. 

As it turns out great value for the customer Is fact, that the airline fulfills the given word, whether it's a refund, a voucher, or… simple feedback. Being cared for, feeling safe, and having an empathetic approach is a huge value for customers. You're probably wondering which airlines rose to the challenge? But more on that soon 😉