Monthly Archives: September 2010

Editorial: The Gap

Posted on September 22, 2010 by Rainer Uphoff

If “the Gap” sounds like the title of an intriguing novel to you, I got it right. I have observed an interesting phenomenon: Social Media became THE hot topic a couple of years ago. Airlines and hotels discovered the need … Continue reading →

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Hire the right people: those who REALLY care

Posted on September 16, 2010 by Rainer Uphoff

Service industries are serving real people, not just masses but just 1%-2% or so need really special attention. If we take care of them they will become our most enthusiastic customers! The following story illustrates this perfectly:

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Bad service destroys a great brand: Starwood’s W Hotel, Barcelona

Posted on September 15, 2010 by Rainer Uphoff

This one is hard to believe. But it occurred. Until recently, I was a huge fan of the W hotel brand. I found it to be the greatest place to stay in Miami and Santiago de Chile. Until I tried … Continue reading →

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Air Berlin, you can do better!

Posted on September 13, 2010 by Rainer Uphoff

Air Berlin is one of my favourite airlines. But this time they screwed it up, really. I was travelling with my baby girl from Hamburg to Malaga. My 84 years old father had dropped us off at the terminal and returned … Continue reading →

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Iberia: Is common sense too much to ask for?

Posted on September 13, 2010 by Rainer Uphoff

Iberia’s premium customer service practice is definitely not best practice as it does not not offer downgraded passengers EU regulated compensations Continue reading →

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Editorial: Leaders wanted!

Posted on September 8, 2010 by Rainer Uphoff

The airline industry is an amazing place to live in. Everything happens in real time. Basically, you make it or break it in the last 30 minutes before the door of an aircraft closes for departure, or in the 30 … Continue reading →

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Welcome to OURPAX.COM, the hub for airline and hospitality Customer Experience and Service Design leaders!

Posted on September 6, 2010 by Rainer Uphoff

Welcome to airline, hotel and travel industry professionals Continue reading →

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