Does booking directly from an airline improve customer service in resolving problems?

Does booking directly from an airline improve customer service in resolving problems? - Man screwing light bulb into lamp

In 2012 I used a third-party site to book international flights on Air Canada and had many problems resulting from missed connections (their fault). Ultimately I got no compensation and at one point one of their reps said to me something like "well what do you expect; you didn't buy the ticket from us directly so we can't do much to help you".

I've just returned from an international trip booked directly from United. When one connection was at risk (their fault), they sent email saying that if we did in fact miss that plane we now had reserved spots on the next flight. We never contacted them (we were busy sprinting through an airport); they initiated that.

Is the difference in these outcomes the direct ticket purchase, or is it the different airlines? (Maybe United's customer service is just way better than Air Canada's?) We also bought travel insurance this time (didn't know to do that the first time), but since we never invoked it I'm not sure that matters.

I'm trying to figure out if the lesson here is "buy direct from the airline" or "fly United (where possible)". I don't have the fortitude (or travel frequency) to determine this experimentally, e.g. by buying a ticket directly from Air Canada to see what happens.



Best Answer

While it varies from airline to airline, certainly booking through the airline, or a reputable travel agent helps. As a travel coach, if the prices are the same I always send my clients through the airline, because if something goes wrong with the reservation, or in the booking process the airline is much more likely to help rather than route you through what ever online travel agency you bought your ticket from. Some airlines will help no matter what, but in my experience it is better to either book with the airline, or at least as directly as you can. Some sources: http://www.moneytalksnews.com/2012/01/06/avoiding-5-common-issues-with-travel-sites/2/ http://elliott.org/the-navigator/a-problem-with-your-reservation-maybe-your-travel-agency-should-pay/ http://www.forbes.com/sites/larrymagid/2013/04/13/why-i-hate-travel-agencies/




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How can airline industry improve customer satisfaction?

Build Relationships With Your Customers
  • Take a passenger-first approach.
  • Focus on knowing your target audiences.
  • Always listen, then talk.
  • Meet specific and unique customer needs.
  • Engage customers in a variety of ways.
  • Create a bond with them throughout the entire journey.
  • Make smart customer-targetted decisions based on data.


  • How can United Airlines improve customer service?

    Create an automated system for soliciting volunteers to change travel plans. Reduce the amount of overbooking. Empower employees to resolve customer service issues in the moment. Eliminate the red tape on permanently lost bags by adopting a \u201cno questions asked\u201d policy on lost luggage.

    Which airline has best customer service?

    U.S. Airlines Ranked Overall for Customer Service Delta led the pack in overall airline customer service scores, as Endeavor Air, a subsidiary of Delta, placed first with a score of 83.94, and Delta itself placed second with a score of 75.77.

    How can the airline industry be improved?

    Here are three ways to improve the way your airline operates.
  • Aircraft Interior Products. Installing high quality aircraft interior products in your airplanes can really take your airline to the next level. ...
  • Better Customer Service. ...
  • Follow-up With Passengers.




  • Customer Service at an ✈️ Airline | Useful Expressions and Phrases | English Role Play Practice




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