Released: October 17, 2007

Airlines may never achieve top customer service

Source: Dan Reed, USA Today

Maybe all the hubbub about flight delays and shoddy service is beginning to register with the USA’s big airlines. After cutting costs in Chapter 11 bankruptcy, Northwest Airlines (NWA) CEO Doug Steenland now says low operating costs are just “the opening ante” for air carriers to compete successfully. “Customer focus is going to define the winners in the years ahead,” he says.

No. 1 American Airlines (AMR) said recently it will pass up potential revenue by not selling in advance many of its middle seats during the peak Thanksgiving travel season. That allows American to more easily accommodate travelers knocked off their travel plans by bad weather. And, in the last two years, most big U.S. carriers have created executive-level positions to address the problem of widespread customer dissatisfaction.

So, are good times for travelers just around the corner? Don’t bet on it, say skeptical travelers, industry insiders and customer-service experts who say the peculiarities of the airline business will forever leave the industry below average in satisfying travelers. 

Read Full Article: Airlines may never achieve top customer service