When something goes wrong, a decent airline is one that does a professional job of either fixing the issue or trying to help those caught out.
When something goes wrong, a decent airline is one that does a professional job of either fixing the issue or trying to help those caught out.
An associate of AirHelp, a company which provides legal advice for passengers wanting to make claims for delayed flights, said in that case, the airline did everything its passengers could reasonably expect: they were all kept informed of what was happening; when the plane didn’t make it out (due to a government blind-spot, not the airline) they were swiftly transferred to a nearby B&B – by taxi or bus – with a generous telephone allowance arranged for them.
That level of customer care is very impressive. Of course, it makes sense to try to work out the track record of the airline before you book.
So AirHelp has provided 9 qualities you should look for if you want to gauge for yourself how good an airline really is:
1. Excellent safety record
2. Easy to navigate website with clear, intuitive online booking process
3. Advanced online booking management and online check-in
4. Simple, properly enforced options for elite check-in, baggage, preferred seating and boarding
5. Approachable, professional flight attendants
6. Range of customer-focused policies (and staff available that are empowered to do things)
7. A clean, comfortable lounge with customer-centred features like free wi-fi
8. Excellent connections to partner carriers
9. Good aircraft condition with plenty of cabin space for long-haul passengers
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