Airline – User Experience!
I dropped a close relative of mine to the airport in Bengaluru yesterday. We faced a lot of issues – the flight got delayed; the display system provided inaccurate details of departure; the airline did not have a representative or help desk.
Lack of correct information had us all worried. Is the flight on time? Is it delayed?
This made me think about the different avenues through which the airline could have done better in providing us information.
- Provide flight updates to the passenger through SMS, even when the flight is on time
- Provide clear information about the customer help line on the ticket
- Provide a common staff in the airport who can clear queries
what could be other ways for airlines to improve communication with its customers.
In the competitive world, every touch point between the corporate world and the customer is important. The better experience goes a long way in ensuring long term relationships.