VX Acquisition: What, if any, customer experience practices might AS adopt?
Apr 4, 2016, 7:17 am
#1
Original Poster
Join Date: Jun 2011
Location: Los Angeles, San Francisco, and Osaka
Programs: United Mileage Plus Premier Executive
Posts: 581
VX Acquisition: What, if any, customer experience practices might AS adopt?
Hopefully they reconsider to keep the Virgin America name and service standards. After flying both airlines Virgin America is a much friendlier and service oriented airline than Alaska. It will be too bad if this merger is approved as neither airline needs this to survive and prices will go up and quality of Virgin America down.
Apr 4, 2016, 7:41 am
#2
Join Date: Dec 2002
Location: Denver, CO USA
Programs: UA GS 3Million, Marriott/SPG LIFETIME Platinum - current Titanium, HHonors Diamond
Posts: 633
Hopefully they reconsider to keep the Virgin America name and service standards. After flying both airlines Virgin America is a much friendlier and service oriented airline than Alaska. It will be too bad if this merger is approved as neither airline needs this to survive and prices will go up and quality of Virgin America down.
Apr 4, 2016, 8:44 am
#3
Join Date: Feb 2012
Location: Las Vegas NV
Programs: BA Gold; Marriott Gold ; Hilton Gold
Posts: 44
It goes without saying that both Virgin and Alaska destroy the big 3. I agree with the OP that Alaska needs to asimilate some of that Virgin service into the new company.
Apr 4, 2016, 10:21 am
#4
Suspended
Join Date: Mar 2014
Posts: 1,684
Hopefully AS treats the their new staff well. I'm confident that they'll figure things out. That said, I'd be surprised if it led to a higher end product on most flights.
Apr 4, 2016, 6:11 pm
#5
Suspended
Join Date: Jul 2015
Location: PNS
Programs: Delta Platinum
Posts: 72
VX Acquistion: What, if any, customer experience practices might AS adopt?
VX has ranked in the top of US airlines for several years and has a small, yet fanatic, following. AS also has a loyal following; however it's hard and soft products and customer experience lens are different.
What, if anything, might AS adopt from VX?
What, if anything, might AS adopt from VX?
Apr 4, 2016, 6:49 pm
#6
Join Date: Feb 2005
Location: JNU
Programs: HH D, AS MM/MVPG for life/AL, Awesome Wipes VIP Club, NEXUS, Hertz 5-Star Gold
Posts: 2,893
AS has an awards portfolio that is nothing to sneeze at!
Apr 4, 2016, 6:55 pm
#7
Suspended
Join Date: Jun 2003
Location: SEA, FLL, Martha’s Vineyard
Programs: AS MVPGold75K, Hilton Gold, IHG Platinum, Pan Am million-miler
Posts: 2,019
Yeah, on the news today I was thinking the same when they were interviewing customers about VX and how they love VX so much because of the customer service and they are worried now.
As someone who has been an AS FF for 5 years after leaving DL, AS's customer service is nothing to sneeze at and I really think VX and AS have a lot in common as far as customer service goes.
As someone who has been an AS FF for 5 years after leaving DL, AS's customer service is nothing to sneeze at and I really think VX and AS have a lot in common as far as customer service goes.
Apr 4, 2016, 7:00 pm
#8
FlyerTalk Evangelist
Join Date: Jun 2007
Location: PDX
Programs: AS 75K, BW Plat, Marriott Gold, IHG Plat, Hilton Gold
Posts: 10,724
In all honesty, I've always been a sucker for seat back, on-demand, video entertainment...I realize that it is expensive for the airline from an installation standpoint, but back in my UA days it was always fun to be on flight that had DirectTV. With VX, they really get more use out of their seat back screens since they can be used for on-demand food purchases which I think would be a cool addition to AS flights...you could order your fruit and cheese plate anytime you want during the flight!
Apr 4, 2016, 7:21 pm
#9
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
JD power awards.
Wait... AS has been cleaning those up
Wait... AS has been cleaning those up
Apr 4, 2016, 7:31 pm
#10
Join Date: Aug 2008
Location: Seattle
Programs: AS MVPG, Alaska Lounge, HHonors Silver, Bonvoy Gold, National Executive
Posts: 455
In all honesty, I've always been a sucker for seat back, on-demand, video entertainment...I realize that it is expensive for the airline from an installation standpoint, but back in my UA days it was always fun to be on flight that had DirectTV. With VX, they really get more use out of their seat back screens since they can be used for on-demand food purchases which I think would be a cool addition to AS flights...you could order your fruit and cheese plate anytime you want during the flight!
Now, if there was a way to order drinks and fruit and cheese via your smartphone and on-board Wifi..then we have the best of both worlds.
Apr 4, 2016, 9:40 pm
#11
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953