When Customer Promise Meets Operational Reality
Mark NasrExecutive Vice President and Chief Operations Officer, Air Canada
Moderated by Peter Greenberg, Travel Editor, CBS News
THE TAKEAWAY
Airlines can strengthen customer trust by making earlier operational decisions and communicating clearly when disruptions threaten travelers’ plans. Air Canada’s Mark Nasr argued that reliable service and transparent communication create the foundation for customer loyalty, even when an airline cannot deliver the journey as originally scheduled.
Source: skift.com
