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Poll: Cruise vs Air: who has the best customer service?
Not long ago we talked about what airlines could learn from cruise lines and started a bit of a firestorm in comments from readers. I also got a bunch of emails both in support and against cruise lines and airlines. It seems some readers have a horror story to tell, others think one or the other does a good job and a few have inspiring tales of customer service people who really went above and beyond the call of duty. How about you? Have you had the need to engage customer service people at either an airline or cruise line? If so, how did that go for you? Vote in our poll today and feel free to add a comment, share a story, vent your frustration or applaud great stuff that has happened to you.
Flickr photo by hjl
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Filed under: Europe, North America, South America, United States, Caribbean
Reader Comments (Page 1 of 1)
Mark May 1st 2011 12:34PM
Recently, we were trying to purchase two First Class tickets plus one in coach for the same flight with US Air. However, the booking system wouldn't allow us to buy all of the tickets together because one of us was traveling roundtrip First Class while one of the others was only booking one-way First Class. So unfortunately we were forced to get the tickets separately.
This all lead to problems because US Air then told us that we couldn't get the First Class traveling companion benefits (Free upgrade and Free luggage) for the person traveling in coach because the tickets weren't purchased on the same booking even though US Air's customer service hung the phone up on us when we called them for help while we were trying to buy the tickets online. Then the special customer service department that we got through US Air's Executive Office didn't even try and accommodate our needs even though we purchased a First Class ticket even after being hung up on. They simply were not nice to us and they treated us as if they didn't care if we flew with their airline or not... Something so simple became so difficult. I will never fly with them again and you shouldn't either if you are expecting to be treated like you are a welcome guest!!!
BrianM May 1st 2011 4:31PM
You could ask who has better customer service between any of the following and the airline industry would still come out worse.
Who has better customer service?
The airline industry?
The IRS?
The local police who just pulled you over?
The prison gaurd who does a cavity search for contraband?
vince May 2nd 2011 1:28PM
I have had great service from both. I have had terrible service from both. I have less 'slack' to give to cruise lines though... The ratio of travelers to staff is way higher for airlines. If an airline employee has a 'bad day', they are likely to affect more people. There is just no way around it.
cher May 3rd 2011 8:35AM
The airlines just don't get it. People are sick of everything they have tried to pull over the last few years. When you go on a cruise those people bend over backwards to make your experience great. You can ask them anything and they will do it. You ask the airlines for little things and they either ignore your request or say sorry pay up. Also the airlines are not nice to kids. I have had some many bad experiences with my kids on the airlines. Flight attentdents were down right mean. You want to travel these are our choices.