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Airlines Providing Outstanding Customer Service by Steve Robinson
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Airlines Providing Outstanding Customer Service |
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Travel & Tourism
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As much as travelers highly value cheap airplane tickets and cheap vacation packages, excellent customer service continues to be valued by many. JetBlue Airways and Virgin America were among the 50 companies recognized as “2012 Customer Service Champions” by a J.D. Power and Associates report released in March. The recognition was based on customer input of over 800 companies in over 20 industries collected by J.D. Power in 2011. The top five percent of companies were dubbed champions. The airlines that made the cut had people who clearly stood out from the competition. Their employees are “courteous, they’re friendly and they’re easy to get along,” according to J.D. Power and Associates. These employees are well trained to ensured positive traveler experiences. It was observed that the recognized airlines appreciate that travel is not easy these days and “they actually go above and beyond to try to be the buffer between that stressful travel experience and the experience they provide.” Virgin America enjoys a reputation for offering many amenities, including Internet access on every flight. Given that extra fees are one of the biggest complaints travelers have with airlines, fliers appreciate the fact that JetBlue does not charge for the first checked bag. JetBlue and Virgin America are known to provide a customer experience that is significantly better than other airlines provide coach passengers. No legacy airlines, including American, Delta, and United, made the 2012 Customer Service Champions list. Part of that reason is probably because legacy airlines focus their attention on pleasing their highly profitable business travelers. Other travel companies recognized for outstanding customer service included ACE Rent a Car, Drury Inn & Suites, Enterprise Rent-A-Car, Four Seasons Hotels and Resorts, Hampton Hotels, Hotel Indigo and The Ritz-Carlton.
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