Hawaiian Airlines uniforms. The airline is taking customer service inquiries by text message. Hawaiian Airlines
Skift Take: This week in aviation news, JetBlue, Hawaiian, and Qatar find that tech can actually make their customers happier in a time when air travel seems to get more and more unpleasant.
— Sarah Enelow
Throughout the week we post dozens of original stories, connecting the dots across the travel industry, and every weekend we sum it all up. This weekend roundup examines aviation.
For all of our weekend roundups, go here.
>>When you add up the PR value for Qatar as well as the good will it engenders among travelers (especially those adding to their oneworld alliance point totals), the snafu was a smart move: Qatar Airways Turns a Fare Mistake Into an Opportunity — Business of Loyalty
>>JetBlue will be one of the first airlines to build unified records of all the interactions that each customer has with it via phone, text, and so forth. We hope other airlines copy the move to improve their service: JetBlue Switches to Customer Service Tool Built by Startup it Funded
>>In the not too distant future, we expect bots will be sophisticated enough to handle almost all customer service inquires sent via text message. But we’re not there yet, so it’s refreshing Hawaiian Airlines is going with an all-human approach: Hawaiian Airlines is Handling Customer Service Inquiries Via Text Message