Perry Cantarutti is the vice president for sales and customer care at Delta Air Lines, the airline’s top customer-service position. I wanted to find out his tips for getting better customer service from an airline — particularly his. So I asked.
customer service
Got a problem with Hilton? You might get help. Then again, you might not.
When I think of great customer service, I remember Alamo.
If you think customer service on U.S. airlines is a dying art — and especially on legacy carriers — you’ve probably been reading this site too much. And while it’s true that service levels have plummeted to historic lows, there are some exceptions.
Do airlines suddenly care about their customers? Well, it may be a bit premature to say they all do, but some of them seem to be making a serious effort. And I’m not just talking about British Airways, which has promised to compensate victims of its latest fare error.
A legacy airline with outstanding customer service? Give me a time machine, and I’ll show you one.
A few weeks ago, I asked Michelle Hansen, JetBlue’s director of customer support operations, if I could interview her about customer service issues. She later asked Morgan Johnston, JetBlue’s manager of corporate communications, to field my questions. Here are their answers.
Tom Brollini had to cancel a recent American Airlines flight because of health problems. He was left with the impression that he had until mid-October to rebook the flight — a common misunderstanding, as I’ve noted in the past. In fact, Brollini’s ticket credit had expired. Was he out of luck? If I had to [...]
Look up the word “delusional” in the dictionary and you’ll see a plane and the address of the Air Transport Association in Washington.
Just have a look at the numbers. They show an industry that is collapsing, both figuratively and in a few notable cases, literally.
Ginny Mahl is Travelocity’s vice president of sales and customer service — the woman behind the online travel agency’s vaunted “Travelocity Guarantee”. I asked Mahl about getting the best customer service from a travel Web site, and how her company is doing its part.
Cliff Van Leuven is the vice president of customer service at Frontier Airlines, the Denver-based regional airline. I asked him about how the carrier’s turbulent year so far, including a trip through bankruptcy court, a different take on fees and the likely bidding war between Republic Air and Southwest Airlines to take over Frontier. I also wondered how late-summer travelers can get the best customer service from a struggling airline industry.
Conventional wisdom says that during a recession, you cut, cut, cut your way back to profitability. That includes slashing resources devoted to customer service. But some hotels are going against the grain.
Heather Harvey is the manager of customer relations at Spirit Airlines. A few days ago, she posted an interesting comment on my site, saying that she had been “tasked with turning our customer perception around.” Spirit gets more than its fair share of complaints, so I wanted to give her an opportunity to explain. Here’s our interview.
Elliott is consumer advocate 
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