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 ...

Customers who need flight information or want to make changes to travel plans can no longer call Frontier Airlines and speak to an agent, the company confirmed to CNN Saturday. Starting last week, the ...

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 ...

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 ...