Friday, January 2, 2009
Alaska Airlines focuses on customer service
Although Alaska Airlines is facing turmoil along with the rest of the airline industry, they're determined to maintain their high level of customer service. They recognize that they need to maintain and grow their customer base to stay ahead in the future. Information Week has the story. That's why they've come up with a new system to keep their customers informed as to their airline delays and a new innovative way to help customers reschedule their flights using Oracle's Siebel Loyalty Management. Their first test was on December 20, when a bad weather along the west coast, an automated service emailed their frequent fliers who had flights canceled, and allowed customers to alter their travel plans online, instead of waiting in line to deal with a customer service representative. They're looking to make the flying experience less stressful for their customers, and have developed this innovative service which will appeal to frequent fliers.