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The ultimate customer experience: four key trends in the evolving online space

Customer experience at the heart of everything The ultimate customer experience: four key trends in the evolving online space

Tim Gunstone, EyeforTravel’s Managing Director, has been talking to top travel players and key innovators across the world about the next steps for a highly-competitive, low-margin industry.

Flying in different realities

US Airline Industry Flying in different realities

By Ron Kuhlmann, Aviation Journalist

The statistics are in and the US airline industry has posted its best operational performance in many moons.

HotelTravel.com's new two-step check out make bookings a breeze

Improving online customer experience HotelTravel.com's new two-step check out make bookings a breeze

PHUKET, Thailand - HotelTravel.com continues to improve its customer experience by simplifying the website’s checkout process, making it possible to go from hotel selection to payment ...

The airline shift continues

Customer-oriented US Airline becomes an oxymoron The airline shift continues

By Ronald Kuhlmann

The results were predictable, but jarring nonetheless.

United Airlines hell, first-class style

Airline Customer Service United Airlines hell, first-class style

By Nelson Alcantara, eTN editor-in-chief

For every United Airlines flight, United CEO Jeff Smisek offers a welcome video greeting to customers onboard. In that greeting, Smisek talks very highly of the company’s customer service ...

Research: Customer service most important consideration for air travelers

Air Travel Research: Customer service most important consideration for air travelers

WASHINGTON, D.C. - This year's Airline Passenger Survey confirms that customer service is the most important consideration for air travel consumers.

Bad news for traveling golfers

Golfers' Nightmare Bad news for traveling golfers

By Nelson Alcantara, eTN editor-in-chief

New research from Purple Parking, which provides parking at UK’s Heathrow Airport, has revealed that many of the major airlines have hiked up the price of transporting golf equipment.

British Airways cabin crew to use iPads

British Airways to Revolutionise Customer Service British Airways cabin crew to use iPads

HARMONDSWORTH, England - British Airways cabin crew are using the latest iPad model to bring a new dimension to customer service in the air.

New Zealand's service training program "will miss target"

KiaOraMai training program New Zealand's service training program "will miss target"

When Prime Minister John Key launched the KiaOraMai training program two years ago, it was touted as raising the skills of 10,000 service-industry workers in time for the Rugby World Cup.

Southwest Airlines: Apologizing quickly and profusely

Airline Industry Southwest Airlines: Apologizing quickly and profusely

By TERRY MAXON

There are some things that Fred Taylor Jr. and his crew at Southwest Airlines Co. just cannot explain.

US Airways: Some customet service improvements made, but...

US Airways Customer Service US Airways: Some customet service improvements made, but...

By Tom Belden

Hub airlines have a delicate relationship with their customers in the cities where they hub. US Airways and Philadelphia are the perfect example.

Airlines have to wake up and up the ante on customer service

Flights In East Africa And The Indian Ocean Airlines have to wake up and up the ante on customer service

By Wolfgang H. Thome, eTN

I left the our residence on the shores of Lake Victoria around 0230 hours for the nearly 50 kilometer drive to the Entebbe International Airport to check in for my flight on Kenya Airways to ...

The decade of delusion

The Internet Decade The decade of delusion

By Ranjiv Bhalla, eTN Ambassador

Good riddance to the decade of delusion.

Travel agents are back in business in the UK

More Willing To Pay For Customer Service Travel agents are back in business in the UK

By eTN Staff Writer

Pundits have been predicting the demise of the traditional travel agency since the dawn of the web-based travel industry and low cost, no frills airlines in the 1990s.

With fewer flights, airlines' customer service improves

Airline Industry With fewer flights, airlines' customer service improves

By Hugo Martín

A funny thing has happened during the airline industry's economic slump.

The airlines have actually improved customer service.

Why Air France deserves its loss

Bad Customer Service Why Air France deserves its loss

By David Tarsh

It’s often small things that reveal the most about someone’s character and in business character is crucial.

Hotel staff "Got it... and Get It"

Tremonts Customer Service Program Hotel staff "Got it... and Get It"

By eTN Staff Writer

A long-standing Baltimore company is planning a rally in honor of its associates (Tremont staff) who "Got it...

Southwest Airlines has tentative deal with customer agents

Southwest Airlines Southwest Airlines has tentative deal with customer agents

By star-telegram.com

Southwest Airlines inked a tentative new contract with its customer service employees Tuesday that includes wage increases and work rule improvements.

Creating passion for your tourism business in difficult times

Tourism and Economy Creating passion for your tourism business in difficult times

By Dr. Peter Tarlow, Tourism Tidbits

Tourism is a business and like all businesses its purpose is to make money. Simply put a tourism business that does not turn a profit dies.

R.O.A.R.:  Ryanair to charge for toilet use?

Ryanair Toilet Charge R.O.A.R.: Ryanair to charge for toilet use?

By David Tarsh

One of the great unresolved questions in journalism is this: If you were a journalist left with the opportunity to put just one question to one person; what would it be?

Building customer loyalty in a global economy

Loyalty Programs in Global Economy Building customer loyalty in a global economy

By Dr. Peter Tarlow, Tourism Tidbits

In the current economic situation, developing and keeping customer loyalty is essential. Recognize that in a global economy, customers have many more choices than ever before.

Know your Jetiquette

Coffee, Tea, Attitude Adjustment Know your Jetiquette

By eTN

Did you receive a smile the last time you were charged for your extra checked bag? Was the reservation agent polite when they asked you for a credit card number to cover your $100.00 change ...

Alaska Airlines appoints managing director of customer service call centers

Lane Kemper Named Alaska Airlines appoints managing director of customer service call centers

By eTN

Alaska Airlines announced today that Lane Kemper has been named managing director of customer service call centers, where she will oversee the carrier's customer call centers, including ...

Airlines are charging for the wrong bags

Airline Greed Airlines are charging for the wrong bags

By Mark N. Katz l Christian Science Monitor

FAIRFAX, VA. - Flying with luggage this summer? It's going to cost you. Last week, United Airlines and US Airways joined American Airlines in charging for even one checked bag. Additional bags ...

Overall satisfaction in airline industry declines to three-year low

Primarily Due To People Factors Rather Than High Prices Overall satisfaction in airline industry declines to three-year low

By eTN

Deteriorating levels of customer service provided by airline staff, rather than high fares and additional charges for amenities, have led to a significant decline in customer satisfaction with ...

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