Can airlines really deliver good experiences? Listen up Iberia Customer Experience!

Iberia, I know here in Spain you actually have a Customer Experience director (not a common job title in this country), so, read on…

Let’s face it – most airlines are pretty similar. Unless you’re taking advantage of frequent flier miles, the reason you pick one over the other is price, plain and simple. In my case, the only reason I might pick Iberia is because they have direct flights to Boston from Madrid, not because the service is great – or even that good. I think we’ve just resigned ourselves to the fact that flying is what it is – a means to get from one place to another and something that you have to put up with. (maybe you’ve seen one of my earlier airline experience posts).

So, is it possible to create a good experience?

Yes! I think it is possible to break old thinking and barriers and create something new with flying. Take a look at this article about a design consultancy’s idea “Poppi” for reinventing the airline experience:

http://edition.cnn.com/2015/10/07/design/airline-future-uber-airbnb/index.html

For example, instead of having customers be upset and complain for being stuck in a bad middle seat, why not let those who want a free gift choose  to go with that seat? Why not make the luggage experience more hassle-free? Why not think of ways to make the waiting time at the gate be better?  Poppi might not be a reality yet, but I hope it follows in Uber’s footsteps to shake things up.

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