British Airways computer failure Archives

Eurostar est Shambolique: It’s not just the airlines who need to get their act together
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Eurostar est Shambolique: It’s not just the airlines who need to get their act together

Customer Journeys, Customer retention and loyalty, Recovery, Travel

Eurostar est Shambolique: It’s not just the airlines who need to get their act together

I have just returned from a wonderful four-day city break to Paris. Family time, glorious weather (in the main) and one of the world's most beautiful cities, made for a quite fabulous combination. I have been to the French capital many times, but this trip topped them all. From our lovely boutique hotel; to the [...]

By Ian Golding|2017-06-05T17:43:33+01:00June 5th, 2017|Customer Journeys, Customer retention and loyalty, Recovery, Travel|4 Comments

How to spectacularly fail your customers and damage your brand – by British Airways
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How to spectacularly fail your customers and damage your brand – by British Airways

Customer Journeys, Customer retention and loyalty, Recovery, Travel

How to spectacularly fail your customers and damage your brand – by British Airways

Before I start this post, I must first make a couple of sincere apologies. As a result of travelling a great deal, I often write about my experiences of doing so. Some of the best and worst experiences I have ever had have been whilst travelling. I acknowledge how lucky I am to go to [...]

By Ian Golding|2016-07-18T10:19:21+01:00July 18th, 2016|Customer Journeys, Customer retention and loyalty, Recovery, Travel|11 Comments