Four Things Airlines Can Do to Improve Customer Service

Poor customer service from airlines is legendary. It's cliche. It's so common that when we do get great service we feel like we've won the lottery, if only for a moment.

But it doesn't have to be that way. Sure, airlines have big challenges that can be obstacles to providing great customer service. So do many other companies that find ways to provide remarkable service to their customers. They choose to overcome their challenges and they take care of their customers very well. And they do it consistently.

Here are four things any of our airlines could do to improve the quality of service they're providing to their customers. I understand they might already be doing these things. If so that's great! But they need to do more of them, or do them better, so their customers start to see a consistent result.

1. Get management in direct contact with customers.

All levels of management should be exposed to customers. And I'm not just talking about focus groups or round-tables. Members of management need to roll up their sleeves and do the work of their employees once in a while. And they should talk to customers. It's easy. Just drive to the nearest airport. They'll find hundreds of customers sitting around waiting. I'd bet my mortgage payment most of these people would be happy to spend a few minutes chatting with an executive from the airline whose plane they're waiting to board.

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