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Cranky on the Web (December 31 – January 4)

2013: Wishes for smooth journeys – CNN They asked for a wish for 2013, so I decided to go to an extreme. Johnny Jet and Flight Delays Part II – The Tech Guy with Leo Laporte Johnny Jet was kind enough to praise Cranky Concierge on Leo Laporte’s...

Published Sat, Jan 5 2013 11:45 AM by The Cranky Flier

Filed under: Customer Service, Delays/Cancellations
Interviewing the Man Behind the Social Media Strategy at American Airlines, Part 2 (Across the Aisle)

Yesterday in the first part of my interview with Jonathan Pierce, Director of Social Communications at American Airlines, we talked more about strategy and composition of the social media team. Today we get into some more specific details about how they...

Published Tue, Nov 13 2012 11:45 AM by The Cranky Flier

Filed under: Customer Service, American
Interviewing the Man Behind the Social Media Strategy at American Airlines, Part 1 (Across the Aisle)

Last week, I had the chance to speak with Jonathan Pierce, the Director of Social Communications for American Airlines. I like what American has been doing particularly with Twitter, so I wanted to learn more from the man behind it all. Even after trimming...

Published Mon, Nov 12 2012 11:45 AM by The Cranky Flier

Filed under: Customer Service, American
Airlines Should Not Bend the Rules for Those With Family Emergencies

One of the more contentious customer service issues in the airline industry has long been around how airlines deal with people who have family emergencies. This comes in a lot of different forms. Some people may need to buy a ticket at the last minute...

Published Mon, Oct 22 2012 11:45 AM by The Cranky Flier

Filed under: Customer Service
Cranky on the Web (August 27 – 31)

How to Navigate Airline Customer Service in Difficult Situations – Conde Nast Daily Traveler There was a story about a woman who missed her brother’s funeral because of a bunch of airline problems. That prompted me to write a post for CNTraveler...

Published Sat, Sep 1 2012 11:45 AM by The Cranky Flier

Filed under: Lufthansa, Customer Service, Delta
Delta’s Twitter Customer Service is a Good Start, Needs to Grow

Another airline has given in to the powers of Twitter. This time, it’s Delta that has brought its customer service to Twitter in a big way, and that’s great news. It’s not quite where it needs to be, but hopefully they’ll realize...

Published Mon, Jun 28 2010 11:45 AM by The Cranky Flier

Filed under: Customer Service, Delta
Continental’s Overnight Excursion in Rochester, Minnesota

I haven’t commented on the ridiculousness that is Continental #2816 yet, and I’ve received plenty of emails asking me why that hasn’t happened. You know the flight; that’s the one where the passengers got stuck on their little...

Published Mon, Aug 24 2009 4:03 PM by The Cranky Flier

Filed under: Customer Service, Continental, Delays/Cancellations, ExpressJet
In the Loop Radio Guest and This Week on BNET (July 6 - 10)

I’m hijacking my usual “This Week on BNET” post with a brief plug. Minnesota Public Radio puts out a weekly podcast called In the Loop, and I was one of the guests for this week’s production. I usually do interviews on the phone...

Published Sat, Jul 11 2009 3:28 PM by The Cranky Flier

Filed under: United, Baggage, US Airways, Virgin America, Customer Service, Mergers/Finance, Delta, Boeing, BNET, Spirit, 787
Why Did US Airways End Charges for Soda and Water? To Enhance Its Rep

Over the weekend, US Airways said it would stop charging for soda, water, coffee, and tea on March 1. You’ve probably read about this elsewhere by now, but it’s interesting to think about why they’re finally relenting on something that...

Published Tue, Feb 24 2009 4:04 PM by The Cranky Flier

Filed under: US Airways, Customer Service, Meals
This Week on BNET (Jan 26 - 30)

Southwest Reports Q4 Loss on Hedges Hedges and other “special items” brought Southwest down to a Q4 loss, but it was the announcement on growth that had people turning their heads. Southwest Sees Strong Revenue Performance in Fourth Quarter...

Published Fri, Jan 30 2009 3:01 PM by The Cranky Flier

Filed under: United, Baggage, Virgin America, Schedule Changes, Customer Service, Southwest, Mergers/Finance, Delays/Cancellations, American, Delta, Allegiant, BNET, Fuel, IND - Indianapolis
Why I’m Glad the “Glory Days” of Air Travel are Gone

I saw an op-ed in the New York Times over the holidays from a former TWA flight attendant that got me so riled up, I had to write a response. I sent it in to the NYT, but it was way too long to be considered as a letter to the editor, and my [...] Read...

Published Fri, Jan 9 2009 4:21 PM by The Cranky Flier

Filed under: Customer Service, Delays/Cancellations
United Gets Beaten Down Over PhoCusWright Presentation on Customer Experience

It’s been a long but interesting few days here at PhoCusWright. Mostly, I’m here to meet with people and learn more about their companies, so I haven’t been attending too many of the sessions. That being said, there was one presentation...

Published Thu, Nov 20 2008 3:22 PM by The Cranky Flier

Filed under: United, Airport Experience, Customer Service
Thoughts on “An Open Letter To The Airline Industry Leadership”

I received an email from the author of the blog, “Think for a Moment,” suggesting that I take a look at the letter to airline CEOs that he (she?) had written. I’m always happy to read people’s takes on the industry, because often...

Published Fri, Oct 31 2008 2:51 PM by The Cranky Flier

Filed under: Customer Service, Miscellaneous
O’Leary Wants to Offer Blowjobs on Airplanes

Stay with me here. Michael O’Leary, Ryanair’s fearless leader and king of publicity, has announced his plans for a transatlantic airline. And yes, it will apparently include blowjobs. His plan? A bunch of economy class seats that will sell...

Published Wed, Jun 18 2008 6:47 PM by The Cranky Flier

Filed under: Ryanair, Customer Service
Open Skies Concierge

Open Skies, the new airline from BA, is getting ready to launch flights between New York and Paris in the next couple of weeks, and we’re slowly learning more about their service. In last week’s blog post, Dale Moss, head honcho, announced...

Published Wed, Jun 11 2008 3:38 PM by The Cranky Flier

Filed under: Customer Service, British Airways

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