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

Hi! This blog is about how to manage customer experience and how to design services particularly in the airline, hotel and travel industry. It’s about “our pax” – the people who pay our salaries and dividends – if, and only if we are able to give them not only what they want (everybody does that), but also something which makes them really love us.

This blog is a meeting point for airline, hotel and travel professionals asking themselves why customers respond to satisfaction surveys routinely with ratings below their expectations.

You will find case studies, fresh ideas about how to design a better end-to-end customer experience and an increasing number of expert- and crowd-sourced tools to implement them.

When analysing cases, I hope you will think frequently “this cannot be done” because this gives us the chance to convince you of the contrary. Getting it right at the customer experience front, your company will de-comotitize its services and improve revenues. It’s that simple, but we must be willing to listen to others. I know how easy it is to be swamped by routine wisdom and recommendations from consultants provoking the conclusion that “nothing can be changed”.

This blog is not for customers wanting to bash the airline or hotel which just mistreated them. www.tripadvisor.com or other places are better suited for that. But, of course, serious opinions and suggestions will be received with open arms and discussed freely. You may even sign up to participate in future customer panels aimed at helping travel companies to design services which match your needs.

We hope that this blog meets the specific needs of the airline industry, hotel operators and other travel services providers. We are strong believers of transparency and open communication. Obviously, no company secrets must be shared, but contributing with experience, data and good advise, we can work on best service practice which will benefit all of us.

One more thing™  : Don’t desist from participating if English is not your native language. Nor is it mine. Contents is more important than writing in Oxford English.