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Improved Airline Web Sites Seek to Enhance Customer Service

By Linda Tancs

In a bid no doubt to improve the customer service experience, several airlines have enhanced their Web sites to offer conveniences such as improved mileage reward retrieval and flight messaging services.  For instance, Delta Airlines ( offers award ticket FAQs, award travel tips and updated seat availability.  Also, American Airlines ( offers passengers the ability to download flight information to Palm organizers.  And not to be outdone, Southwest Airlines ( offers wireless check-in via web-enabled mobile devices.  Southwest’s Travel Tools aren’t too bad, either.  Check out their interactive route map.    Will all these “virtual” improvements translate into higher airline satisfaction ratings?  Probably not, so long as lines are long, baggage loss is up, fuel costs are high, and meals are reduced.  Perhaps seating space is more important than cyberspace.

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