Southwest Airlines quietly ended a key customer service that helped it stand out from competitors.

Another customer-friendly part of Southwest’s brand appears to have faded, and passengers want to know why.

Forbes contributors publish independent expert analyses and insights. Shep Hyken is a customer service/CX expert, author & keynote speaker. Great brands don’t just react to customer expectations. They ...

For airline customer service workers, the holiday season serves it all: festive music on a loop, stressed-out travelers and, occasionally, movie-worthy triumphs. You might go see an airline agent if ...

Overall passenger satisfaction for North American airlines is up this year compared to last, but with soaring fuel costs and rising air fares, it will be hard for airlines to maintain this level of ...