#1 Customer experience in the clouds

Emergency situations are the ultimate test of customer experience. We're examining how airlines are coping, which face a challenging situation. But their customers are no better off.

Due to suspended flights, many people are exercising their patience 😕 by contacting airlines to recover funds or obtain information. No one predicted this situation – airlines had to quickly plan and implement dedicated solutions. But did everyone succeed? 🤷‍♀️

Our analysis relied on our experience with the following airlines: LOT, easyJet, Norwegian, KLM, Ryanair, WizzAir, British Airways, Alitalia, Vueling, Lufthansa, and AirArabia. We considered the perspective of a customer who had scheduled flights but the lockdown began. Customers expect just two things: a simple message and information on what to do next. We assessed only communication, customer service, and the resulting experience. We omitted elements such as:
⭐Form of solution – refund, voucher, flight change, offered by individual airlines.
⭐Their evaluation by the customer – it is clear that some customers will not be satisfied with the form.

Curious about the results? We'll soon present examples of good and bad customer experience. We'll also tell you which airline delivered the best customer experience 💪