Jared Miller, Managing
Director, Self-Service & Emerging Technology
Join us for the presentation “Enhancing the Customer Experience through Seamless Self-Service Interactions: Evolution of Self-Service at Continental Airlines” with Jared Miller, Continental Airlines’ Managing Director, Self-Service & Emerging Technology on Monday, October 25th at 1:4opm. This presentation is part of Customer, UNinterrputed where you will learn to develop a consistent strategy for delivery seamless service interactions across multiple channels, with a focus on self-service, online experience, and technology.
October 25, 2010
Walt Disney World Dolphin
Download the brochure
About the presentation:
Having provided self-service options to customer for 15 years, Continental Airlines and its customers have embraced self-service technologies and processes. This session will give an overview of the evolution of self-service at Continental Airlines with specific emphasis on the multi-channel approach adopted in the past few years. In particular, the session will explore the many ways in which the various channels work together to provide a seamless experience to the customer while recognizing the unique strengths of each channel.
Todd Wright of NBC Miami reports that the same airline that has announced a $45 charge to bring luggage on a flight is at it again. The airline, in an effort to give customers the ” absolute lowest possible base fare” has announced that it will begin charging customers for customer service. Unlike a few banks that charge for live customer support via phone, this charge would occur if a customer asks for help from a customer service representative at the airport. According to a Spirit representative, “This is all part of Spirit’s business model to offer customers the absolute lowest possible base fare and then give customers the purchasing power to choose what they do and don’t want to add on,” Spirit released in a statement. “Although we won’t be charging to use the bathroom, because this is a necessity to getting from point A to point B, we are always reviewing a variety of possibilities that would allow us to lower fares by unbundling options from the base fare that are not necessary.”
Should customers be charged for customer service simply to get a lower price? We’d like to hear your thoughts.
Customers with issues during their travel can tweet their respective airlines and within minutes their issues can be resolved, reports the Associated Press. Now that customer service representatives are using Twitter, fliers of low-cost airlines have another level of contact with the airline. The Associated Press article writes, discount airlines have traditionally outflanked the big network carriers in customer service and low fares, and it appears they’re extending their advantage to social media. The discounters often respond with quick feedback to travelers’ concerns on social networking sites, while traditional network carriers peddle last-minute fare deals but seem slow to embrace Twitter and Facebook to beef up customer service.
If you’re interested in learning more about airline customer service, join Southwest Airlines and JetBlue Airlines at NACCM 2009.