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.
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.
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.
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.
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.
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.
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.
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 […]