Airline Customer Service

Adam and Jeannie share some lessons we can all learn from recent airline customer service disasters.

What can we learn from airline customer service?

There’s been so much in the news about airline customer service, it’s time we talk about it here on Crack the Customer Code! Including, but not limited to the customer who was dragged off his United flight, we’re not sure any airline has been left unscathed.

It’s not news that airline customer service a long way to go, but more common issues are getting more public attention in the wake of these high-profile incidents. Clearly, there’s a theme of processes and regulations superseding the customer experience. Even United CEO Oscar Munoz has come right out blaming not his people, but the outdated processes they’re chained to.

Today, Adam and Jeannie share their take on what’s happening with airline customer service, what’s causing the biggest problems, and why we’re seeing little improvement.

What can you learn from airline customer service? Find out how airlines’ processes, regulations, corporate politics, and poor culture prevent them from doing right by their customers. Could this happen to you? Listen in to find out, then take action!

Listen To This Episode!

Sponsor Message:


Give your team the customer service training they deserve

Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at, that is

Related content


Take care of yourself and take care of your customers.