If you run into an issue when catching a flight, it can be reassuring to have the time and the attention of both customer service and gate agents. But American Airlines appears to be changing the ...

Emplifi’s social care analysis found new patterns emerging for airline brands, with social AI agent implementations surging while activity on X sharply declines leaving room for improvement NEW YORK-- ...

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 ...

A heated clash between Frontier Airlines gate agents and a passenger over a $25 check-in fee has gone viral. The video has drawn attention to the airline’s policies and customer service practices. The ...

The uniformed male attendant had just landed at Atlanta Airport when he began calling out the female Southwest employee for what he claimed was poor customer service, according to a video posted on ...

Video footage captured by another flyer shows the employee browsing shoes and handbags while working behind the counter Hinterhaus Productions/Getty Images An airline gate agent was caught on video ...

Many have negative associations when it comes to customer service provided by artificial intelligence, but Chetan Dube insists it can be done right. The 59-year-old billionaire AI pioneer is the CEO ...

Dan Smoker’s dream family trip to Europe turned into a nightmare—not because of a cancellation, but due to a call he made to United Airlines. After his initial flight was canceled due to mechanical ...