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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. […]

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How the Customer in 9C Saved Continental Airlines from Bankruptcy

Innovation Excellence

GUEST POST from Howard Tiersky When Gordon Bethune took over as CEO of Continental Airlines in 1994, the carrier had just emerged from its second bankruptcy and was headed for their third and potentially final round. US Department of Transportation … Continue reading →

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KLM Royal Dutch Airlines Launches "Fly Responsibly" Program

Rebel & Reason

However, KLM Royal Dutch Airlines is proving that it is possible to slay larger, globally recognized monsters – even if the organization itself is an inherent part of the problem. KLM'S Fly Responsibly Campaign Helps Redefine Status Quo When Traveling.

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The Double-Handed Approach to Innovation

Destination Innovation

Similarly with the low-cost airline Ryanair. It eliminated allocated seating and travel agents. It added new destinations of smaller airports that the major airlines did not use. The iPhone added new functionality such as camera and music while eliminating the physical keyboard. And it offered lower cost.

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Virgin just invested in new supersonic jets which travel faster than Concorde

Idea to Value

hours, yet would be cheap enough to run that they would be economically competitive with normal airlines taking more than twice as long. Boom has also reportedly signed a $2 billion (£1.4bn) deal with an unnamed London airline to help it develop its own planes. It will travel 2.6

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Can Airlines Survive the Worst Year in Airline History?

Linda Bernardi

Even with a COVID 19 vaccine looming in the future, it will be a long time before we will be traveling in masses for client meetings, go to large gatherings, or see millions of travelers take trips around the globe. Companies are saving millions of dollars in travel costs, so will they ever approve travel at scale again?

Culture 26
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Can AI Help Reframe Business Problems?

Stephen Shapiro

Communicate with travelers: Make sure travelers know what to expect when it comes to baggage claim wait times. Provide information about average wait times, and let travelers know if there are any delays or issues that may affect their experience. These can help reduce wait times and improve the overall experience for travelers.

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