Service with a Smile: It’s the Little Things

Customer Service

Customer Service Tips for the Aviation Industry

Since April is Customer Service Month, let’s start the CTS  blogs for the month with general customer service tips. Every crew member can make a difference in the flight experience for the customer. Pilots especially, even if you don’t think you do, play a major role in ensuring the customer is satisfied with their flight. Below are a few tips and tricks you can take into the cockpit, cabin, and beyond.


Although this seems like an obvious suggestion, it is perhaps the most overlooked successful customer service strategy of all. The smile is a simple and effective tool for customer service and, frankly, for almost all other interpersonal interactions, as well. It will help the customer feel relaxed and welcome, especially if they are already apprehensive about flying. This welcoming, warm gesture sets the tone for the rest of the flight. The more reassured and confident you are with your smile, the more reassured and confident the passenger will feel.

Make the customer feel welcome:

On top of a flash of your pearly whites, be sure to talk with the customer. Greet them when they step aboard or thank them for choosing your operation. Do not just say a quick greeting because you feel obligated to, really make them feel important and that their presence is welcome. The simplest “good afternoon” can make a huge impact.

Aircraft customer service


Make sure you stop what you’re doing for a few minutes and show genuine interest in the customer. Listen to how their day was, what their travel plans are, etc. If you look and sound preoccupied, the customer will sense it and either feel unwelcome or as if they are a nuisance. You can always find the balance between completing the pre-flight checklist and giving the customer respect and attention. It should be noted that some customers do not need or want to talk. Gauging their interest in conversation is also key to their overall satisfaction.


If there is a delay for whatever reason, be sure to communicate that with the customer. If something is wrong, try to calmly explain this to them. There isn’t always time in an emergency situation to stop and explain every detail, but good communication will help keep the passenger out of the dark and more aware of the current situation.

Interested in more customer service tips? Stay tuned because we will be rolling out different customer service centered blogs throughout the month. How to tell passengers something is wrong and tips for a good passenger briefing are just a few of the topics you won’t want to miss!



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