customer service

Aviation

Qantas maps out digital-led future, with dedicated sales and service desks set to go

by Huntley Mitchell

More redundancies are coming for Qantas staff, as the airline accelerates its shift to digital.

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Hotels

OPINION: How getting personal could bring the hotel industry back from the brink

by Peter Buttigieg

This blogger argues that hoteliers need to start looking beyond price and getting personal, but not in a deliberately unkind or insulting way.

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Aviation

“We need to listen to the trade”: British Airways’ Robert Williams talks customer experiences

by Ali Coulton

The airline just invested a huge $8 billion in customer services! We love anything that will make long-haul flights more bearable, so this is huge for us.

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Aviation

Passenger claims American Airlines employee sent her abusive text

We’re sure most people who work in customer services want to swear at their customers sometimes, but we suggest practicing restraint and having a sneaky wine instead.

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Aviation

United Airlines’ three stuff up’s this week

by Daisy Melwani

United just can’t seem to stay out of the headlines, this week winning a trifecta of negative stories – but at least their CEO didn’t cop a pie to the face, yet.

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Aviation

Airline gives free upgrades to ‘nice’ passengers

by Daisy Melwani

If you’re like us, you’ve tried the ol “but it’s my birthday, honeymoon, anniversary of when I adopted my goldfish” trick to no avail. And that’s when we try to score an upgrade from a Hamburger to a Big Mac.

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Tourism

How to market to Australian Baby Boomers

Aussie baby boomers couldn’t care less about birthday emails, here’s what you need to know when it comes to customer service for this target market.

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News

Qantas Holidays' 24/7 emergency service

Qantas Holidays and its associated wholesale brands have launched a new initiative designed to provide extra benefit to agents looking […]

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