Category Archives: Airlines

Why is airlines’ customer service poor?

ZitcomfortUsually, businesses that offer poor customer service will also have a poor financial performance. Airlines, however, are an exception to this rule. In the USA there are only 3 industries that score lower on the American Customer Satisfaction Index (ACSI) than the airline industry.

Customer satisfaction and financial performance

Researchers at the University of Nevada in Reno find there is no link between customer satisfaction and an airline's financial performance. Although carriers tout their customer satisfaction, their low score on the ACSI suggests that reality is quite different.

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Flight review TAP Portugal

A reader submitted a review of a flight on TAP Portugal. This airline is a member of the Star Alliance, the largest airline alliance in the industry. The review follows. I fly in business class from Lisbon, Portugal to Miami, FL, USA. The flight is operated with a fairly old Airbus 330 and departs almost on time at 10:45 am.


In the business class section there are 6 seats in a row with the configuration 2-2-2. The passengers in window seats do not have direct access to...
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How do pilots make up delays in the air?

In 2017, Hong Kong Airlines soared to the top of global rankings with nearly 95% of flights on time, In the airline industry a flight is considered on time if it arrives within 15 minutes of its scheduled arrival time. The carrier was hailed as a success story, until it emerged that the airline had simply extended the scheduled arrival time on several of its routes. Researchers of Which? - an independent British consumer organization - found that more carriers are adding extra time to flight schedules, in...
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How airlines refer to Taiwan

Taiwan’s ministry of transportation is thinking about measures countering China’s pressure on airlines to downgrade Taiwan’s status as a sovereign state according to Bloomberg. China forced airlines to refer to Taiwan as part of China. The ministry is considering both negative and positive incentives for airlines. Negative measures might include denying airlines to use jet-ways for boarding and disembarking and changing their takeoff and landing slots. Positive incentives that are being considered include reducing or eliminating landing fees and charges for airport facilities. But Taiwan’s deputy transportation minister Wang Kwo-tsai told...
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A rare victory of passengers over an airline

From September 5, 2018 American Airlines will allow passengers traveling on basic economy tickets to bring a carry-on bag into the cabin. Until that date they are only allowed to take a personal item that fits under the seat in front of them. If they want to take another bag they will need to pay a fee. The current policy has nothing to do with cost, for taking a carry-on bag into the cabin does not affect the airline’s cost. But carriers charge numerous fees that are unrelated to their...
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China’s power game with airlines

China has played a power game about how airlines should refer to Taiwan. The island of Taiwan, formerly known as Formosa, was inhabited by aborigines before the 17th century. The Qing dynasty – China’s last dynasty - annexed the island in 1683, but ceded Taiwan to Japan in 1895 following the first Sino-Japanese War. After the fall of the Qing dynasty the Republic of China (RoC) was established on mainland China in 1912. Following World War II the RoC took control of Taiwan in 1945. Consequently, the official name of Taiwan is the RoC,...
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