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Frontier Airlines Ends Human-to-Human Customer Service

Innovation Excellence

GUEST POST from Shep Hyken In a bold move to cut costs, Frontier Airlines announced that it would no longer offer human-to-human customer support. As a customer service expert, I was surprised at this move. I have waited to see the fallout, if any, and thought the company might backpedal and reinstate traditional phone support. […]

Company 74
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JetBlue Acquires Spirit Airlines: Will Straddling Work?

Michael Roberto

Source: Getty Images The bidding war for Spirit Airlines has ended. The combined airline will have 458 planes—up from JetBlue’s fleet of just over 280 jets now—and will have over 300 more on order. Historically, firms in the airline industry has struggled to be consistently profitable. It's a fascinating question.

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Internal Branding Strategy – 3 Ways to Be Smarter than United Airlines

BrainZooming

The folks at Armada Corporate Intelligence offered an internal branding strategy take on the United Airlines woes, offering strategic thinking questions you can ask and answer to improve your brand’s resiliency and avoid brand crises. 3 Ways Your Internal Branding Strategy Can Be Smarter than United Airlines.

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Branding Strategies – A Scary Mistake for Southwest Airlines

BrainZooming

I’m not sure where to start with the brand experience problems for Southwest Airlines in this picture. When it comes to bad decisions about branding strategies, this scary mistake is all tricks and no treats. The entire Southwest Airlines ticketing area was decorated for Halloween. Extending Branding Strategies Too Far.

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Future-Centered Design: How to Turn Great Ideas into Action Plans

Daniel Burrus

Southwest Airlines has a notable history with both intrapreneurship and solving both internal and external company pain points creatively. But at Southwest Airlines, an internal employee named Marty Cobbs decided to take passengers by surprise by livening up the safety instructions with humor.

Design 89
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Innovating for a Worse Customer Experience (Insights from United Airlines)

Innovation Excellence

This week’s debacle at United Airlines highlighted a darker side of Innovation. While this was an extreme example of terrible customer service, I think it is merely the tip of the commercial innovation ‘iceberg’ that has been pervasive in the airline industry for many years.

Tips 41
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Can AI Help Reframe Business Problems?

Stephen Shapiro

Work with airlines and other partners: Collaborate with airlines and other partners to find ways to improve the baggage handling process. Work with airlines and other partners: Collaborating with airlines and other partners to coordinate baggage handling procedures can also help to reduce wait times.

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