The airline industry is known for its fierce competition, and it’s no surprise that the airline industry’s customer service has always been a battle ground.
However, customers have become increasingly unhappy with some of the airline’s practices and some airlines have come under fire for poor customer service.
A recent survey by research firm Flurry found that almost a third of customers have a complaint about a customer service issue, with only about one in five (19 per cent) of these customers complaining about an airline’s customer care.
According to the survey, about one-third (33 per cent of customers) felt they were not treated well by their airline.
While many airlines have tried to fix their customer service problems, the survey showed that more than half (55 per cent), and nearly one in four (22 per cent, according to Flurry) did not have a dedicated hotline to report issues to.
In a statement, Flurry CEO, John Dolan, said: “In the years since our last survey, we’ve received more than 20,000 complaints from customers, but the number of people who have complained about a particular airline has continued to grow.
We want to be clear that our survey shows that airline customers are unhappy with their airline and with the industry at large, and we’re working hard to change that.”
In addition to the ongoing issue with customer service and poor customer care, airlines also face other problems such as the threat of terrorism.
While the threat is real, most airlines still have not been able to solve it.
However a recent report by The National Centre for Public Policy and Government Research (NCPPPR) found that a whopping 81 per cent (82 per cent in the UK) of passengers believe the threat posed by terrorism will continue to rise over the next 10 years.
However it seems the airline lobby is more focused on the future than the past, and many airlines are also keen to diversify their customer base.
According a report by the UK’s Transport Research Laboratory, more than a third (36 per cent or 6.7 million passengers) of airlines have launched a new or renewed airline.
The industry is also considering launching a new service offering in the coming years, such as an option to book flights directly with a credit card or travel vouchers.
Some airlines have been doing this for some time, but now that the threat has passed, the industry has a lot to look forward to.