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Tag Archives: Customer Service

Opinion: Air India’s Star alliance membership is a precursor to Tata-SIA entry

During his visit to India, Mark Schwab the CEO of the Star Alliance, the world’s largest airline grouping, announced that national carrier Air India could join the alliance within the next six months. In a press interaction Schwab said “without giving a specific date, one can say that we will complete all the ground work and formalities of Air India’s …

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Etihad Airways introduces ‘Flying Nanny’ service aboard long duration flights.

by BA Staff Etihad Airways has introduced ‘Flying Nanny’ service, a dedicated in-flight child care assistance program for families, on its long-haul flights, Identified by a bright orange apron, the Flying Nanny provides a ‘helping hand’ to families and unaccompanied minors. Video below the fold During the past two months 300 Etihad Airways cabin crew members have completed enhanced training …

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Videos: Singapore Airlines launches its new ad campaign “The lengths we go to”

by Devesh Agarwal Iconic national carrier Singapore Airlines (SIA) has launched a new global brand campaign named “The Lengths We Go To”, showcasing the airline’s commitment to putting the customer at the heart of everything it does. Explaining the thinking behind Singapore Airlines service experience, and the brand campaign, Singapore Airlines’ Executive Vice President Commercial, Mr Mak Swee Wah, said …

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Ryanair enhances consumer security on Ryanair.com

Earlier today, European ultra-low cost carrier (ULCC) Ryanair launched a new customer verification system on the Ryanair.com website. Find the details below.  20th August 2013 Ryanair, Europe’s only ultra-low cost carrier (ULCC), today (20 Aug) launched a new consumer verification security system on the Ryanair.com website, which offers increased security when booking Ryanair’s lowest fares on Ryanair.com.Delivered through CardinalCommerce’s Centinel® …

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In-flight review: Air Canada Executive First: Boeing 777-300ER and 767: Frankfurt to Toronto & Ottawa to London

Air Canada Boeing 767-300ER C-FMWU arrives at London Heathrow. Photo copyright Devesh Agarwal.

On a recent trip from Bangalore to Dallas-Fort Worth via Frankfurt I flew Air Canada international for the first time in my life. The first trip was from Frankfurt to Toronto Pearson on their Boeing 777-300ER and thanks to mother nature, and two very efficient and caring customer service executives at United and Air Canada in Boston, from Ottawa to …

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Video: Emirates aims to improve in-flight customer service using Windows 8 HP ElitePad 900 tablets

Dubai based Emirates airline, is deploying a line-of-business application for improving in-flight communication and customer relationship management. Called Knowledge-driven Inflight Service (KIS), the airline is equipping its in-flight Pursers with over 1,000 HP ElitePad 900 tablets running the KIS application on Windows 8. As the video below shows, the KIS application will download passenger data at the start of each …

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Exclusive interview: Giorgio De Roni – CEO GoAir – Part 2: We first deliver results, we do not over-promise.

Continuing from part 1 of the interview with the the soft spoken CEO of GoAir, Giorgio De Roni, who has quietly turned around the Wadia family promoted airline from a rock bottom position, dismal market share, and reputation for frequent cancellations, to a top performing contender in the Indian airline industry, with some of the best performance parameters in the …

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In-flight review: Lufthansa new Business Class: Boeing 747-8i and Airbus A330-300: Mumbai Munich

Lufthansa new business class cabin

Following an excellent trip in India, I started off on my return flight to the US. I got to Mumbai Airport around 22:20 (10:20pm) for my flight to Munich at 01:07. Mumbai airport – A series of bottlenecks Right now Mumbai Airport is in a bit of a transition phase as they construct the new integrated terminal so I suppose …

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Indian airlines should implement United’s ‘flat tire’ rule and put late-coming passengers on next flight

Photo copyright Weltenbummler. Licensed under CC. It is a well known business fact, that satisfaction and trust are created when contracts are balanced. Yet, globally, airline ticket contracts are extremely one-sided in favour of airlines, especially when it comes to flight delays and cancellations. In India, while the aviation regulator DGCA has rules on facilities to be provided to a …

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Opinion: Travel agents to charge service fee. A smart move, but they will have to earn it.

As domestic full service carriers like Air India and Jet Airways are cutting back on their commissions, travel agents in India have decided to charge a service charge of Rs 225 from July 16 on tickets of full service carriers, issued by them. In this age of skyrocketing expenses, airlines are desperately trying to curtail costs. Ticket distribution and sales …

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Virgin America to take delivery of 6 A320s in the first half of 2012 (and other news)

Late last week, San Francisco based Virgin America announced their latest destination, Philadelphia, which will be served from Los Angeles and San Francisco. Flights will begin in April with two daily flights from LA and one from San Francisco, and will increase to 3 and two daily flights respectively. Schedules for the new routes are as follow: (via airlineroute) Los …

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VIDEOS: The new Southwest Airlines cabin

On Tuesday, Southwest Airlines announced a series of changes to its interior, including the addition of 6 seats to their 737-700 aircraft and a reduction in seat pitch offset by a decrease in recline. The new cabin also features, “recyclable carpet, a brighter color-scheme, and a more durable, eco-friendly, and comfortable low-profile seat that weighs less than the current seat.” …

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Review: Menzies Aviation erodes Lufthansa’s passenger service quality at London Heathrow

In December last year I was a guest of Lufthansa and Fraport for a visit to the Frankfurt airport and Lufthansa world headquarters. Having travelled from Bangalore till Frankfurt, I decided to visit family in London after the visit, and would return via Munich to Delhi. Throughout the trip the on-board service was excellent in both business class (between India …

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