The time is right to reinvent travel and get customers excited about the prospect of travelling again

Those of us who were lucky enough to be travelling in the 1970s and 1980s, and even into the 1990s, benefitted from an experience that…..

More than half of Americans believe airline customer service is in decline and millennials lead the complaints

Millennials are twice as likely as baby boomers to complain about airline service, according to new research of American air passengers. Worryingly, more than half…..

In-flight services and entertainment found to be the primary drivers of passenger satisfaction among international travellers

Great food – the spicier the better – plus good customer service and a positive track record are the primary drivers of passenger satisfaction on…..

What makes flyers happy? It’s generally all about meeting (and beating) traveller expectations

Whether we are travelling for business or leisure, we all have our preferred way to fly. Some like to board early to ensure overhead luggage…..

Passengers want more control over the travel experience and are happy to adopt technology, but they don’t want to be left waiting

Travellers want more personal control over their journey via their smart phone, want to use biometric identification to speed up travel processes, be able to…..

Delta aims to reign supreme in NPS customer service metrics

Delta Air Lines continues to beat the drum for its favourable net promoter score (NPS), touting the progress it has made in that metric during…..

KLM partners with DigitalGenius to deliver perfect marriage of AI and a human touch to its social media channels

KLM Royal Dutch Airlines has partnered with DigitalGenius to add automated answers to general questions on its social media channels, including Facebook Messenger, Twitter and…..

US airlines show customer service gains as bumping and mishandled bag levels hit new lows

Here’s some statistical analysis from the new Americas version of The Blue Swan Daily that highlights involuntary boarding and mishandled baggage rates in the domestic market…..

Air travel ranked the most likely sector to be alienating customers

The air travel sector did more than any other to damage its reputation over the last year through poor customer service and increasing complaint levels,…..