I am both a very frequent (400k+ mileage last year) and demanding (lots of emails to airline CEOs) traveler. As I sit inside an aluminum can at 30,000 feet, I spend time thinking about the customer experience I have as an air traveler and contrasting that experience with what I find in the rest of my life. I think about the way airlines interact with me and see where that pales when compared to the way that other organizations (from e-tailers to technology companies, from traditional retail to insurance organizations) go about their communications.
I’m often left unimpressed by the communication of the travel industry generally, and airlines specifically. Given that the bulk of my travel is with my national airline, Air New Zealand, that airline and its CEO, Christopher Luxon, has come in for an arguably unfair amount of criticism. Especially since Air New Zealand actually does a pretty impressive job of communicating in new and innovative ways with customers, it’s just that my proximity to them means that and minor failings become particularly obvious.