[Travelandtourism] CARING AIRLINES? NOW THAT WOULD BE NEWS

[cheryl echevarria]

Margo or Marion if you can also post this to the main NAGDU List this would be wonderful
I think this would help a lot in our issues with the airlines, complain on Twitter, facebook, linkedin, etc. and make sure we are using the # or @ signs when talking about the issues that went on at convention.
The airlines are listening, might not do anything about it, but are listening.
Cheryl Echevarria, PresidentNFB Travel & TourismNational Federation of the Blindwww.nfbtravel.orginfo at nfbtravel.org
631-236-5138
CARING AIRLINES? NOW THAT WOULD BE NEWSby Michèle McDonald

The story spread like wildfire: A man whose father’s luggage was mishandled by British Airways bought a Promoted Tweet to complain about the carrier’s apparent lack of interest in resolving the situation. 
Dad got his bags back but not before the complaint went out to all of BA’s Twitter followers. After the press got a hold of the story, it was seen by millions of people around the world.
In the social-mobile age, a service provider has to be vigilant.
Unfortunately, airlines too often view service disruptions – delays, cancellations and missed connections in particular – as something that happens to their aircraft, not to their passengers. 
Consider the customerA new report by PhoCusWright, underwritten by Amadeus, urges airlines to think about how irregular operations affect the passenger’s journey.
While in many cases automatic re-accommodation on the next available flight does the trick, it can be infuriating if it doesn’t meet the passenger’s needs.
If the new flight doesn’t get the traveler to the church on time for his best friend’s wedding or if it gets the traveler to a cruise port in time to see his or her ship sailing away, the airline is likely to be blamed – even if the disruption was caused by air traffic control or minor weather problems, the report said. (Travelers are more understanding in major events like Hurricane Sandy.)
A customer-centric approachThe report offered suggestions on how airlines can shift to a more customer-centric approach:
•    Airlines must implement a single view of the customer that integrates traveler data with operational performance to track how customer behavior is influenced. A substantial investment in technology may be required, which should be balanced against the cost of losing customers’ lifetime revenue.
•    It’s not just about shifting people from one aircraft to another. Airline staffs need to be empowered to help customers complete their trips as close as possible to the original itinerary, even if it means putting a passenger on a competing airline.
•    Airlines already have built in extra time in their schedules to improve their on-time performance numbers. But passengers care far more about how the airline manages irregular operations than about their on-time stats. Schedules should be flexible enough to ensure that the vast majority of passengers can stay on their scheduled itineraries even if delays occur.
•    Airlines have to stop linking compensation only with fault. Passengers don’t care about whose fault a disruption is. But costs can be controlled by the use of “soft compensation” such as frequent flyer miles or lounge passes. Tip: Don’t offer a lounge pass to someone who is already a member or whose new flight is taking off from a different terminal.
•    Stay ahead of the game on social media when a disruption occurs. Don’t wait for individual tweets to start pouring in. Get useful information out there before being asked.  


Disabled Entrepreneur of the Year 2012 of NY StateLeading the Way in Independent Travel!
Cheryl Echevarria, Ownerhttp://www.echevarriatravel.com631-456-5394reservations@echevarriatravel.comhttp://www.echevarriatravel.wordpress.com

Affiliated as an independent contractor with Montrose TravelCST - #1018299-10 FLST T156780Your old car keys can be the keys to literacy for a blind child.  Donate your unwanted vehicle to us by clicking https://nfb.org/vehicledonations or call 855-659-9314.Echevarria Travel has partnered with Braille Smith. http://www.braillesmith.com for all her braille needs.Gail Smith is the Secretary of the NFB of Alabama