Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

Become a Basic Member for free. Click Here

The Customer Service Experience you should create for today’s Airline Customer - Mindpearl - Blog

The Customer Service Experience you should create for today’s Airline Customer

With Mindpearl recently winning the global contact centre outsourcing contract for Malaysia Airlines, I found myself relocating to Malaysia to manage this account from our newest centre, in Kuala Lumpur. Given Malaysia Airlines’ brand presence and prominence in global aviation, Mindpearl’s airline expertise and track record have naturally, been front of mind for me.

So what pearls of wisdom can I share with you about the modern airline customer and the customer service experience you should create for this customer? Well, it is very simple really. The airline industry and airline customers have changed drastically over the last decade. Today’s customer is global, social, tech-savvy and most of all, connected all the time. What they want and need is convenience, competence, personalisation and proactive value adds. What do I mean by this? Well, let me elaborate.

Convenience is key

....NOTE - content continues below this message


We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!



  • You need to make it easy for customers to connect with you when and how they want
  • You need to give this customer 24/7 access
  • You need to give them multiple channels: voice, email, Web, chat, SMS, social networks – the works

Competence and Consistence are crucial

  • You need to make sure, it is easy for them to access all information – so focus on a user-friendly website
  • Ensure you send this customer to the right agent the first time
  • Consistency is so important, you need to deliver a consistent experience across all channels

 Create personalised experiences

  • You need to know who your customers are
  • Once you know your customer, you need to use this information to understand customer needs and cater for these needs via preferred channels
  • This is not rocket science, use the information you already have about them to gain customer insights and act on it

Be proactive

  • Do not wait for your customer to call you, be proactive. Inform customers about things that are relevant to them before they have to ask
  • Do not bombard your customer with every promotion you have going on, rather offer your customer products and services relevant to their needs
  • Your customer is looking for proactive value-add, so add-value proactively and predictably. Offer relevant auxiliary services with every interaction

We are extremely proud of our in-depth understanding of the airline sector and best in class service we provide for our airline clients. So what is the crux of my message? With 17 years’ experience under our belt as a contact centre outsourcer servicing airline clients, the best advice I can give any airline is to focus on prioritising communication and convenience. The modern airline customer craves information and simplicity. Give them this and they will be your customer for life.

Airline Case Studies

If you found my blog interesting, check out these airline case studies:

Aviation Industry Case Studies: Customised Solutions sustain Partnerships

Optimising Operations with an Innovative Approach


Publish Date: October 17, 2016 5:00 AM

2020 Buyers Guide Visual Communications


Co-Browsing Integration
Co-Browsing is the practice of web-browsing where two or more people are navigating through a website on the internet. Software designed to allow Co-Browsing focuses on providing a smooth experience as two or more users use their devices to browse your website. In other words, your customer can permit the agent to have partial access to his/ her screen in real-time.

View more from Mindpearl

Recent Blog Posts:
The Impact of Poor Customer Experience on Retailers – Call Centre DisconnectMarch 31, 2017 5:00 AM
Customer Service and Contact Centres – A Year in ReviewNovember 28, 2016 5:00 AM
Whitepaper – Malaysia: Contact Centre Offshoring Synergy. Bridging the gap between service delivery and customer expectationsNovember 21, 2016 5:00 AM
The Customer Service Experience you should create for today’s Airline CustomerOctober 17, 2016 5:00 AM
Does Live Chat offer untapped potential for your business?July 20, 2016 5:00 AM
The Benefits of Business Continuity Planning (BCP)April 5, 2016 5:00 AM
My Top Five Contact Centre Predictions for 2016April 5, 2016 5:00 AM
Do Long Service Awards still have value?November 25, 2015 5:00 AM
Simple actions that will increase your First Call Resolution with drastic resultsNovember 25, 2015 5:00 AM
Responsibility = Sustainability! To achieve this, we need to think Globally by acting LocallySeptember 23, 2015 5:00 AM

Industry Champion Award Leaderboard

Submit Event

Upcoming Events

Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =