travel

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 …

Travel Thursday: Personalization of Omnichannel Customer Service Read More »

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 …

Travel Thursday: United Partners with Volantio to Resell Ticketed Seats Read More »