Sizing up airline service

Article Abstract:

Airline passengers are more liable to complain about bad service rather than delayed flights. In a telephone survey conducted by USA Today, 54% of the complaints were about lousy customer service. Many passengers, however, complimented the airlines, with the words 'good' and 'excellent' springing up 182 and 84 times, respectively.

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Airlines tempt fickle frequent fliers to switch

Article Abstract:

InsideFlyer magazine publisher Randy Petersen has observed the existence of a group of frequent-flier-program-member travellers who switch carriers every year. Some frequent fliers switch airlines because they are dissatisfied with the service, others change preferred airlines when they relocate to a city where another carrier is dominant. Still others change to register their dissatisfaction when labor troubles strike their preferred carriers. Some competing airlines make it easier for these travellers to switch carriers.

Intnl & Territorial Air Service

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Airlines look before they let fliers leap online

Article Abstract:

Airlines are carefully evaluating whether to immediately buy online communications systems or wait for more sophisticated ones that will most likely be available in late 2001 at the earliest. Most airlines are more inclined toward the second option since they do not want spending huge amounts of money on systems that could get outdated within months. They are also afraid that first generation systems may have many kinks that would only disappoint passengers.

Strategy & planning

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