Passengers Agree Airlines Need to Improve the CX, Reports Fonolo

July 25, 2017

Toronto, ON — July 25, 2017 — Fonolo, the leader in cloud-based call-back solutions for the contact center, has released its latest vlog series, “Airlines: Are You Going the Distance for Passengers?” for #GetToKnowYourCustomersDay. The interviews uncover customer frustrations when dealing with airlines, and share honest opinions from millennial flyers about how the industry needs disruption to inspire change.

The 2017 American Customer Satisfaction Index Travel Report revealed that, although airlines are making strides to improve on-time arrivals, in-flight meals, and lost baggage, competition in the airline space is still limited, and passengers have come to accept the experiences they get – good or bad.  Therefore, greater discussion around improving the customer experience may open the gateway for budget carries to enter the space and take the market share away from legacy airlines who have struggled to make adjustments.  

To better understand what this new generation of passengers are looking for in an airline, watch “Airlines: Are You Going the Distance for Passengers?” on Fonolo’s YouTube channel.


“For me, I always try to choose the same airlines when I’m flying, because of their customer service, I just know which ones are better.” – Alessandra Castro, Age 23

“I would choose an airline for customer service and pay extra for it.” – Charlie McMahan, Age 25

“9 out of 10 times, I end up having to go to the kiosk with the attendant after going through the self-service check-in and starting all over again.” – Nicolina Savelli, Age 28

“I really dread doing any airline related task through the phone just because it’s notoriously difficult.” – Garon La, Age 28

High customer effort is ailing the airline industry. Large carriers must be willing to match price with better service and a more streamlined customer experience or risk losing the future generation of frequent flyers.  


About Fonolo

Fonolo, the leader in cloud-based call-back solutions, has revolutionized the way contact centers interact with customers through web, mobile, and voice. The company’s patented call-back technology empowers customers with an innovative alternative to waiting on hold. Fonolo’s award-winning solutions are trusted by a growing list of call centers who aim to enhance the customer experience. From Fortune 500 companies to SMBs, Fonolo is valued by customers for its scalability, expertise, and proven ROI.

Visit to learn how your call center can reduce abandonment rates, smooth out call volume spikes, and lower costs.

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