Praise (!) For the Airlines During COVID

By Vuxi - Own work, CC BY-SA 4.0, commons.wikimedia.org

As a frequent flier with several airlines, you would think I’m the most likely person to appreciate what the airlines are going through during the COVID pandemic. And I do have a lot of concern about what air travel will look like not just for the rest of 2020, but also in 2021 and 2022 and beyond. But I’m also realistic about how many airlines have treated customers – even those traveling in business or first class – at the best of times (I’m looking at you, American Airlines and a particularly bad PHL-LHR trip that still makes me shudder). 

All that said, there are things that some airlines are doing that make a lot of difference to me, both as a frequent business and leisure air traveler in normal times, and someone who has to travel at times now despite coronavirus. So here is a rare chance to say “thank you” for truly good customer service.

First, many of the airlines, particularly U.S. carriers, are extending not only status periods for frequent fliers but also automatically extending the periods for which e-certificates, companion certificates, and other credits are valid – Delta and United have been good on this front.  For those of us who for one reason or another are carrying substantial vouchers and credits, that is really helpful right now.

Second, even in the toughest of times, I’ve had good conversations with customer service, particularly at Delta, when trying to book flights or get a refund for a flight that got cancelled due to COVID.  I’ve also had incredibly professional and pleasant flight crews on Delta, including when I was in a wheelchair and needed assistance with boarding and deplaning.  A recent consulting report from McKinsey regarding insights and recommendations for the travel industry given COVID noted that a high priority for travel companies is that they should “seek to understand their customers as microsegments, not monoliths.  Travel is, after all, deeply personal.” https://www.mckinsey.com/industries/travel-logistics-and-transport-infrastructure/our-insights/the-travel-industry-turned-upside-down-insights-analysis-and-actions-for-travel-executives#   I’ve certainly felt valued and like I had personal attention from Delta in those instances.

Third, more airlines are making their websites more customer-friendly to try to avoid those long waits for customer service by phone.  It’s great to tell fliers to go to your website, but if your website is bulky or doesn’t give information about how to resolve a problem, you turn off customers by forcing them to endure lengthy wait times for telephonic help – again, I’d say Delta and United have been enormously improved in allowing me to access details of my profile, schedule flights, change flights, get updates, and receive other information that is useful rather than just circling me through a series of clicks that ends up with no resolution.

I can’t say it’s all been smooth flying – even in the best of times – but right now I’m grateful for the good service and safe flights that I need to take.

-Laura Flippin | Wheels Up