airlines

January 18, 2018

Travel Thursday: Fair is a Four-Letter Word

One of my favorite blog authors is Eric Barker, who writes thought-provoking and well-researched columns over at Barking Up the Wrong Tree. (He also recently published a book by the same name, if you prefer to do your reading offline.) And to kick off the year, he wrote a great post addressing a popular New Year’s resolution: This Is The Easy Way To Save Money: 6 Powerful Secrets From Research. I was enjoying the piece thoroughly, as I usually enjoy Eric’s writing. But it was the points around fairness that got me thinking about the airline industry. In the “Fair is …

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December 14, 2017

Travel Thursday: Setting the Upfront Tone for a Happy Customer Journey

It’s been a while since I’ve done a Travel Thursday post, but with the holiday break fast approaching, I thought it might be a good time to jump back in. This week: why is the airline industry so hated, and what can airlines realistically do about it? Flying is unfortunately not usually a pleasant experience, and some of that blame does fall on the airlines. Back in the golden age of flying (pre-deregulation), the government set ticket prices and amenities were plentiful. Spacious comfy seats, tasty food, exceptional service – all of these went away once airlines had to compete …

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September 21, 2017

Travel Thursday: “Price Gouging” on Hurricane Evacuation Flights

John_Lyons_Claims_AA_Price_Gouging

This week, I was back in south Florida, and I was relieved to find that (at least the area I was in) was pretty much back to normal. There were a few billboards whose advertisements were ripped by the wind, and a few palm trees with lost fronds, but for the most part, everything had already been cleaned up, and I didn’t encounter any sort of power/water issues. I was so glad to see my client’s area back to normal! However, I know there are still a lot of islands in the Caribbean with horrible devastation – I hope all …

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August 24, 2017

Travel Thursday: Personalization of Omnichannel Customer Service

Gladly_Customer_Service_Platform_Switching_Channels

At work, I specialize in both an industry (travel and transportation) and a “competency” (customer experience). I’m always interested in developments in each space, but I get especially jazzed when something newsworthy happens in the intersection between the two. And that’s exactly what’s happened with JetBlue’s announcement that they are teaming up with Gladly to create a new omnichannel customer service system. When you think about the different touchpoints a customer has with a brand, there are a lot of different channels. You might shop for clothes online, but return them to a physical store. (I know I’m not the …

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July 13, 2017

Travel Thursday: United Partners with Volantio to Resell Ticketed Seats

Ticket_Prices_Vary_On_The_Same_Flight

Big news in the airline revenue management space! NBC (and many other news outlets) trumpeted today that United has a new plan for reselling overbooked passenger seats. At first, I was highly annoyed by this sensational and inaccurate headline. You don’t want to sell overbooked seats again (resulting in more overbooking); you want to get those passengers off the plane! But semantics aside, getting people off the plane is exactly what technology startup Volantio promises to do, and this is a lot more exciting than the idea of reducing overbooking (which this technology doesn’t affect). One of the absolute key principles …

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