Customer Experience Featured Article

Philippines Airlines Rated Among the Best in Customer Service

November 20, 2014

Making sure customers are happy and well engaged is the goal of most businesses, whether talking about the call center, retail or service industry. Philippines Airlines seems to understand this in a way that other airlines haven’t quite figured out. The company has gone out of its way to make sure that when someone flies on one of their airplanes, the customer experience is one they will be talking about as one of the best.

EIN News recently published a report about the company’s efforts when it comes to customer service. Among the customers that have used the airline is a marketing professional by the name of Piny Ileto. She recently made a trip to the United States with her four year old son and one year old daughter. Boarding the plane she was plenty worried about what the long trip would be like with the kids but the customer service that was demonstrated on the flight quickly put her mind at ease.

Their food, amenities and seats are good, but the service is the best. The crew made sure to make our trip comfortable. They moved us to an empty row so I can let the baby lie. They provided baby food, baby cot and, when I had to eat or go to the lavatory, they happily offered to babysit my kids. Felt truly pampered!" Ileto said.

Other customers have been coming back with the same reports. Another couple of flyers claim they had their seats upgraded for no reason, other than it was the first time one of them was flying for the first time. The company touts its dedication to excellence as well as a kind of national pride as the reason so many of its customers come away so happy after a flight. Other airlines might want to start taking notes about how PAL treats its customers if they want to have similar success.

Edited by Alisen Downey

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