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.
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.
“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.
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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