Before I even start this article, I must make it clear that Emirates are not the only airline to make customers unhappy. In fact, they are far from being alone in any industry around the world at creating masterclasses in customer dissatisfaction. The airline industry does seem to excel at providing examples of shocking and [...]
As someone who spends his life eating, talking, breathing, writing and generally living everything to do with Customer Experience, it is inevitable that on occasion I may get tagged as a serial 'moaner'. It is true to say that I often highlight the less than palatable experiences I encounter. However, I am just as quick [...]
Many dinner table conversations about customer experience will end up talking about the airline industry. It is almost impossible to find a human who does not have an airline 'story' - and most of the time the stories are not particularly positive. An industry that appears to be amongst the most glamorous has consistently struggled [...]
