Dealing with Complaints in Airline Industry Aviation Hub11
Dealing with Complaints in Airline Industry, Every business even the most trusted and successful have once revived a complaint. All businesses have unsatisfied customers every once in a while. But the problem is many unhappy customers do not give feedback they simply sift or move to the competition without letting you know what company needs to improve and can compete with their competition
Customer Complaints
Customer Complaints, It is feedback provided by the customer about the business when the expectation of the customer does not meet with the quality of service given by the business, Complaints get the opportunity to serve the customer with improvement and maintain a long-term relationship
Importance of customer complaints to an organization
Importance of customer complaints to an organization, When a customer complains about the service they received or the experience they get during their travel. it will help and businesses to detect the problem inside their organization such as quality of products, employee behaviors, and prevent more complaints in the future if the customer complaint is handled in the right way it can create loyal customers and also a better brand image
How do you effectively handle customer complaints
- Make answers easy to find
- Make sure details move with the customer
- Track complaints
- Understand types of customers
- Use the right tone
- Listen
- Own mistakes
- Set expectations
- Provide the best solution
- Go the extra mile
There are two levels to handling a customer’s complaint effectively. Your agents have to respond to the situation directly, and the company has to provide the right tools to equip the customer support team to do their job well. Success requires taking a few key steps at both levels.
Step to Handle Complaints
1-React immediately
Step to Handle Complaints React Immediately, As soon as you received feedback or a complaint from the customer by any means eg. Social Media, telephone call, E-mail, etc. so should react immediately assign the concerned person as soon as possible, and try to connect with the customer with Solution
2- Stay Professionally calm
While answering the customer if he is angry or even rude to you but you should remain calm and listen without any interrupting as it will cause the customer to be angrier and ruder. Best at that time is to let the customer speak and express his/her anger
3-Get Facts and Details
First, let then speak and then askes the question to get details you want to rectify the problem it is important for you to get the facts and details from customers so accordingly you will present him/her solution
4-Offer the Helpful Solution
After going through the fact and details and finding the reason for complaint
, offer the customers the best and most helpful solution, and the quicker you provide the solution more loyal customers will you make for your organization
5-Thank the Customer
No matter how the customer behaves with you he could be angry or rude to you but in the end, you should thank the customer it shows that the airline’s first priority is customer
Most Common Complaint Airline Received
- Loss of Baggage
- Delayed Flight
- Hidden Charges
- Customer service
- Refunds
- Booking terms and conditions
- Airline meals
- Cabin Cleanliness
What is the best way to complain to an airline
The best way to compline an airline is to Contact their customer care or email them to their customer care and nowadays you can use Social media platforms such as Twitter.
Types of customers in travel and tourism
1-The Meek Customers
The Meek Customers will try to avoid submitting compliant as they think you don’t care and they move to competition
2-The Aggressive Customer
They are totally different from Meek Customers they will complaint and have aggressive behavior and they did not listen to any excuses
3-The high Roller Customer
This Type of Customer expects premium Support, and They are likely to complain in and reasonable manner
4-The Chronic Complainer customer
They are the type of customers who are never happy and satisfied with the solution they keep on complaining
If Airline Handle the complaint in the right way, then they have an edge over their competition
An upcoming trend in aviation customer services
upcoming trend in aviation customer services, As post covid period aviation industry is trying to reduce human interaction as much as possible for safe and contactless travel for the best customers Service and to provide them with better and safe operations around airports or even at the airline side. As we are seeing the use of robots and machines with Artificial intelligence (AI) are now setups at airport for faster and that help in reducing lines and better and smooth passenger flow it will even avoid human errors and workload during peak hours. Let’s see what the future of Customer Service in the aviation industry will be.