Every On-time Departure, Every Bag and Every Customer Interaction Really Counts

Chris Elliott

In a recent report, US Airways was ranked number one in customer satisfaction among major network carriers. More impressive, the airline accomplished a rare trifecta: In addition to being ranked number one in customer satisfaction, it also ranked number one in baggage handling and on-time performance. In this interview Christopher Elliott speaks with Kerry Hester, United’s vice president for reservations and customer service planning, to find out how this airline, which had previously ranked at the bottom of the list, rose all the way to the top.

Find out US Airways’ secrets to customer service satisfaction at http://www.elliott.org/first-person/every-on-time-departure-every-bag-and-every-customer-interaction-really-counts/.