It’s not always blue skies and tailwinds when an airline deals with customer service. Long lines, delayed flights, missing baggage, dogs left at the airport, employee communication mistakes, and so on can frustrate passengers as they can cause trouble in the operation. Luckily, business transcripts can give airlines a peek into what customers expect, opening the doors to ways airlines can improve customer service.
However, transcripts aren’t the whole story. Airlines that focus on improving their customer service need to implement best practices to tackle challenges head-on and keep at it. They should also invest in comprehensive training for customer support reps to equip them with the skills to handle all customer concerns.
In this article, you’ll learn how:
- 40% of airline passengers said a great experience would matter more than lower prices when booking again with an airline.
- 86% of airline customers who strongly connected with an airline were likely to recommend them to others.
- Easy check-in is the 4th biggest factor in customer loyalty across all ages and trip types.
Why Is Excellent Customer Service Essential in The Airline Industry?
Great customer service is a must for many reasons. First, going above and beyond for customers can make a huge difference in whether they stick around. The Airlines International Destination Satisfaction Study found that 40% of passengers said a great experience would matter more than lower prices when booking again.
Another survey backed this up, showing that 89% of customers who felt a strong connection with an airline were likely to give them a thumbs-up to others. As times change, airlines must switch up their customer service game to keep up with what different age groups want, especially younger folks who can be tougher critics.
In the end, the airline that hits the mark with customer happiness, not focusing on the nuts and bolts, is the one that’s more likely to stand out from the crowd.
Popular Contact Methods for Airline Customer Support
It may vary from one airline to another; however, below are the common means of communication involved in airline customer service.
| Contact Medium | Description |
| Call Centers/Phone Support | Dedicated customer service phone lines with human agents to handle queries, complaints, and bookings. |
| Email Support | Email addresses or web forms for customers to submit inquiries, complaints, or requests for assistance. |
| Social Media Channels | Airlines use platforms like Twitter and Facebook to respond to customer queries and issues. |
| Mobile Apps | In-app support features allow access to itineraries, changes, and assistance on the go. |
| Airport Staff and Kiosks | In-person assistance at check-in counters, gates, customer service desks, and self-service kiosks. |
| Online Chat/Messaging | Live chat functionality on websites for real-time text-based conversations with support agents. |
| Chatbots/Virtual Assistants | AI-powered chatbots or virtual assistants provide automated responses to common inquiries. |
| Community Forums/FAQs | Customers can use online forums to search for solutions or post queries answered by the airline or other customers. |
Innovative Ways to Optimize Airline Customer Support
There are several ways for airlines to improve their customer experience. Below are some of the most common yet effective ones.
Tailored Customer Experience and Journey
Personalization is the way to go for airlines who want to improve their overall customer service performance. A recent study shows that 52% of customers expect a personal touch, and 87% of Americans are cool with tracking their activity if it means more personalized rewards.
Airline management can use conversational apps to obtain customer data such as demographics, purchasing habits, preferences, and so on, offering services tailored to each customer’s unique needs.
Furthermore, 49% of buyers are more likely to make spur-of-the-moment purchases when they get that personalized treatment. Personalization makes customers happier and encourages impulse buys.
Enabling Effortless Check-In Experiences
A study on what keeps customers coming back found that easy check-in is the 4th biggest deal for people of all ages and trip types, and it’s the top concern for those over 65. To simplify the process and save time for customers and staff, airlines need to focus on options that don’t involve the time-sink of in-person check-ins at airport counters
Instant messaging apps have become a major factor in the massive drop in passengers checking in at airport desks, from 49% in 2015 to 27% in 2021. These apps not only make online check-in a snap, they also come with extras like downloading boarding passes or reminders to inform customers about important cutoffs.
Proactive Communication Strategies
Another way to boost airline customer satisfaction is by proactively keeping passengers in the loop throughout their trip. Timely mobile updates about bag status have been observed to increase passenger satisfaction compared to just relying on airport announcements or displays.
Plus, sending friendly nudges before a trip, like reminders to double-check required documents or head to the airport on time, can make for a smoother customer experience. Embracing these proactive in-app communication strategies, whether through Messenger or the airline’s app, is becoming a must for the future of air travel to keep overall customer satisfaction flying high.
Leveraging Customer Feedback Loops
Businesses, including airlines, can have a database of valuable insights for transforming customer service through customer feedback. Some years ago, the Wall Street Journal reported that generic email questionnaires from airlines often get a pitiful response rate below 5%, which means it’s time to find more engaging ways to gather feedback.
Fortunately, automated feedback surveys through instant messaging apps, like Messenger or Whatsapp, are one of the easiest ways for customers to share their thoughts with just a few clicks and seconds. Airlines can then analyze this feedback to identify areas of customer service that need the most attention. The potential result? Data-driven decisions or targeted improvement strategies.
Exceeding Customer Expectations
According to research, the airline industry could lose a staggering $1.4 billion yearly by not putting customer service front and center.
Alaska Airlines is hitting the mark in customer experience. They consistently find ways to create unforgettable moments for their passengers. The airline has been known to offer champagne on New Year’s Eve. Plus, it gives priority boarding to people rocking festive attire on National Ugly Sweater Day.
Here’s the thing, though. Exceeding expectations isn’t always about pulling off grand gestures. More often than not, the small, thoughtful touches resonate with passengers.
A flight attendant remembering a passenger’s name or an agent going the extra mile to rebook a missed connection seamlessly can turn ordinary customer engagement into something truly special and create relationships with customers that keep them returning for more.
Analyzing Crucial Discussions Using Transcripts
Airlines can uncover a wealth of valuable information by examining customer calls, business meetings, and other important conversations. A properly managed business analytics database can be a goldmine and improve airline customer service in many ways.
Fortunately, business transcripts give airlines a written record of these discussions, making it easier to pinpoint common issues or areas that need work.
Let’s say multiple customers bring up the same problem during calls to the airline’s customer support. The company can prioritize tackling that issue to boost the overall customer experience. Analyzing transcripts of business meetings can also help airlines spot strategic opportunities or innovative ideas to better serve their customers.
Why Are Outsourced U.S.-based Human Transcriptionists The Way To Go for Airlines?
The best way to get transcripts for airlines is to enlist the help of a reputable, human-powered, U.S.-based business transcription service provider like Ditto.
Some of you might think that’s a big claim since AI is supposedly getting better, and offshore providers are often dirt cheap. However, it’s essential to look at the issue from every side—and let me tell you, every side tells the same story. Let’s talk about it here.
Contextual Understanding
Communication is a messy, messy subject. Despite the relatively advanced state of linguistics these days, it is possible—nay, extremely probable—for humans to misunderstand each other. Please refer to your nearest on-again, off-again relationship for a specific example.
The point I’m driving at is that native speakers usually develop an almost instinctive grasp of language yet still have difficulty communicating efficiently. What more if you throw a non-native speaker or a large language model into the mix?
Non-native transcriptionists will miss important contextual details like implied sarcasm or upfront irony. This can lead to misunderstanding the video or audio content they are transcribing, leading to potential errors.
Similarly, AI works by transcribing what it thinks it hears. It has no concept of context and will just as easily write “there” instead of “their.” Despite all the hype, AI tools cannot transcribe as accurately as humans.
Working with U.S.-based human transcriptionists allows you to sidestep both issues, ensuring accuracy and better service quality.
Ability To Understand Ambiguous Speech And Unfamiliar Accent
Non-standard accents are to be expected when transcribing video and audio content. Non-native speakers and natural language processing software will have difficulty handling such cases if they’re unfamiliar or, in AI’s case, not trained with the accent.
Experienced transcriptionists will be exposed to different accents throughout their careers. This helps them understand and transcribe audio and video content accurately.
Furthermore, transcribers can also use context to generate transcripts faster. The best example is a human’s innate ability to guess the next words a speaker would say based on the subject matter and what is being said. With professional U.S.-based transcriptionists like the ones who work with us here at Ditto Transcripts, this skill is dialed up to ten, making them faster and more efficient.
Specialized Knowledge
Airline business meetings can cover a wide range of topics and ideas. Some of these terms may sound like Greek to the uninitiated, which is not ideal for transcriptionists. Using transcription services with proven experience across industries ensures that accuracy.
Privacy, Security, And Discretion
Here in the U.S., we have government agencies and regulations like HIPAA and CJIS to ensure confidential data is kept confidential.
That might not be the case in other countries, as the issue of data security is different worldwide.
And don’t get me started on AI. These platforms are practically gold mines for information hackers. They’re susceptible to social engineering attacks, data poisoning, model inversions, and lateral bypasses through support systems.
Your best bet is to enlist the help of a secure transcription provider. Ditto, for example, is FINRA, HIPAA- and CJIS-compliant. This means we provide high-security measures lightyears beyond your typical birth year password and dog’s name combo.
Find Ways To Improve Airline Customer Service With Ditto
The truth is, anyone with a computer and headphones can offer business transcription. However, not everyone can provide accurate and high-quality transcription as we do.
With Ditto, you know you’re working with professional transcriptionists who understand the English language better than most. All our services come with our 99% accuracy guarantee, high-quality transcription, and the best customer service in the industry. Contact us today and see the difference.
Ditto Transcripts is a FINRA, HIPAA, and CJIS-compliant Denver, Colorado-based transcription services company that provides fast, accurate, and affordable transcripts for individuals and companies of all sizes. Call (720) 287-3710 today for a free quote, and ask about our free five-day trial.
