Standing up to customers’ expectations can be really tough, especially when the times are bad and you know you might incur losses for maintaining good-will and offering great customer experiences. But times like these are testing phases. How far you, as a brand, go to keep your customers happy makes or breaks your business in the long run.
At a time when passengers are avoiding traveling as much as possible, Alaska Air is doing all it can to be ensure their passengers are safe and don’t incur heavy losses. As a part of the customer experience efforts, they have offered to let customers reschedule their travel plans, and customers are elated.
Have a look at some of the comments made by passengers who were absolutely impressed with the airline’s excellent customer service.
Thanks for your efforts. It was just awesome to be able to change reservations. Love Alaska airlines. #alaskaforlife— Srini (@srinivasguduru) March 16, 2020
Just canceled our early April flights online and it was so quick and easy. No fees, certificates for the full price. What a relief! Thank you Alaska Airlines!— TheOl’Fishy (@reming10steele) March 16, 2020
Best airline ever! So happy to be a returning customer and visa signature cardholder with you guys. Thanks for making things so easy to get back home during this extraordinary time @AlaskaAir— Spenser True (@suh_spens) March 15, 2020
We cancelled our flights online today and it was seamless! Hoping rebooking to get home to Alaska at a later date is as easy, but we have faith in you! Weird to be nomads for now, though. 😷🏜 #travel #COVID19— Erin Kirkland (@akonthego) March 15, 2020
Great customer service as always! Thought I was going to lose my companion fare since I couldn’t rebook my travel, but the @AlaskaAir team took care of me. Thanks so much!— Matthew Scott Varner (@mvarn1) March 17, 2020
Alaska, you took really great care of my friend - we're so appreciative of your proactive stance during this very difficult time. Thank you and see you when the skies are clear again!— Jeffle wash your damn hands again! (@Jeffle) March 15, 2020
Understanding your customers’ needs is what Customer Service is all about. We are sure that this small act of consideration will boost Alaska Airlines’ customer loyalty and lifetime value by manifolds.