New trend for airline customer service to be inhuman


A new Airline is scheduled to take to the American skies in 2020. The Airline will be put into business by the founder of JetBlue.  The Airline with an unknown name yet has bought 60 Airbus A220 jets and plans to fly them on long-haul flights from the US to Europe and South America, as well as within the US.

A revolutionary difference on how passengers can interact with customer service will for the most part, not from a human being. Communication will be with an app. There is no need to stay in long lines when interacting with an app.

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Customers will interact with the airline via its app. Which means no long wait times on hold and no surly customer support agents. Agents will be available only when human involvement is essential.

“Artificial intelligence is in a unique position to promote a better customer support experience that also comes at a lower cost. Chatbots make customer support processes more efficient and streamlined, so that there is more bandwidth for human-provided high-touch assistance when necessary,” said Helpshift CEO Linda Crawford. “In five years, it will be difficult to find a world-class company that isn’t using AI to improve the customer experience. Think about the last time you had to wait on hold with a customer service representative for 20 minutes. Using bots in this scenario means you get instant answers. The future of customer service is proactive—not passive or reactive and brands who want to stay ahead of the competition should take this to heart.”

Helpshift is the company that bridges the disconnect between conventional customer service channels – like email and phone support – and a growing consumer base that does more on mobile phones and has a strong preference for messaging as their primary mode of communication. Helpshift is not involved with JetBlue or Moxy.

“The A220s flown by this new airline will be the -300 model, larger than the A220-100s that will start flying for Delta in January. With about 150 seats in a typical configuration, they will likely have fewer seats on Moxy since Neeleman wants them to be outfitted with lie-flat seats in business class, which take up more space.

Juergen Thomas Steinmetz has continuously worked in the travel and tourism industry since he was a teenager in Germany (1979), beginning as a travel agent up through today as a publisher of eTurboNews (eTN), one of the world’s most influential and most-read travel and tourism publications. He is also Chairman of ICTP. His experiences include working and collaborating with various national tourism offices and non-governmental organizations, as well as private and non-profit organizations, and in planning, implementing, and quality control of a range of travel and tourism-related activities and programs, including tourism policies and legislation. His major strengths include a vast knowledge of travel and tourism from the point of view of a successful private enterprise owner, superb networking skills, strong leadership, excellent communication skills, strong team player, attention to detail, dutiful respect for compliance in all regulated environments, and advisory skills in both political and non-political arenas with respect to tourism programs, policies, and legislation. He has a thorough knowledge of current industry practices and trends and is a computer and Internet junkie.