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July 18, 2012
Gulf Air, the national carrier of the Kingdom of Bahrain, today released the results of its quarterly customer service analysis. Customer comments for the period from January to March 2012 revealed an overall 27% increase in compliments and a 31% decrease in complaints compared to the same period last year. During the same period the airline witnessed a 23% increase in passenger numbers.
Feedback categories included cabin appearance, technical, in-flight services and ground services. In terms of compliments, customers have particularly praised cabin services, inflight and ground services for which feedback from customers have been significant ranging from 58% to 28% increase over last year.
Complaints reduced significantly with most notable improvement in the areas of in-flight services, technical issues and Frequent Flyer Program recording improvements of 75%, 31% and 30% respectively. Areas recording a slight increase in complaints were product and corporate policy which covers complaints on station closures, upgrade policy and excess baggage policy.
Gulf Air Chief Services Officer Mr. Marcus Bernhardt said, “The results are further testimony to our continuous efforts towards improving our customer service across all fronts. We have embarked on an aggressive revamping of our products and services over the past two years that have received excellent feedback from customers leading to us winning a few awards such as the best ‘family friendly airline’ award twice from US-based publications and the ‘best cabin crew’ ranking from an IATA survey.”
April 24, 2012
Japan Airlines (JAL) renewed its main homepage http://www.jal.co.jp/ on April 19, 2012. JAL’s website, from which customers can purchase tickets online, attracts more than 350,000 viewers per day on average, ranging from first-time users to regular visitors such as JAL Mileage Bank (JMB) members.