Being a customer in any industry should come with the expectation of receiving a good experience, especially when it comes to transportation. Nobody enjoys the stress of traveling, and understandably, one of the worst experiences one can have is rude or uninterested customer service.

However, there are some companies that step up and provide not just good but exceptional customer service that changes the entire travel experience. Here are some inspiring examples of exceptional passenger experience and customer service:

⭐ Southwest Airlines: “Bags Fly Free” ⭐

Southwest Airlines is known for its friendly staff and their willingness to go above and beyond to ensure an excellent travel experience. One of the things that make them stand out is their “Bags Fly Free” policy where their passengers can bring two checked bags and a carry-on bag for free! This policy is a refreshing change from other airlines that nickel and dime their passengers for anything and everything.

Additionally, Southwest offers its “No Change Fees” policy, meaning that if passengers need to change their flight, the airline won’t charge them a fee for doing so. This flexibility is particularly helpful in situations where passengers might have to cancel their plans or change their travel itinerary.

Southwest Airlines staff member smiling

🚕 Uber: In-App Driver Compliment 🚕

In recent years, ridesharing platforms like Uber have revolutionized the transportation industry. However, the real game-changer is the in-app driver compliments feature. After each ride, passengers have the opportunity to rate and tip their driver, and they can also use the compliments feature to praise their driver for an exceptional experience. This feature has made a significant impact on drivers because it allowed them to receive recognition and increased job satisfaction.

Not only does the feature benefit drivers, but it helps create a better experience for passengers as well because they can express their gratitude and acknowledge great service.

Uber driver smiling and looking at their phone

🚆 Amtrak: National Train Day 🚆

To build customer loyalty and give back to its passengers, Amtrak created a special event - National Train Day. It’s a celebration that occurs annually where the company offers discounts on train tickets, free tours of stations, and free train rides on select routes. The event educates the public about the role of rail transportation in the country’s history, as well as provides opportunities for people to experience train travel for themselves.

The event is an excellent example of how companies can use unique and creative ways to engage their audience and make them feel valued.

Amtrak train in motion with passengers seated inside

🚗 FordPass Rewards: Points for Services 🚗

FordPass Rewards is a loyalty program offered by Ford that rewards its customers for various services used. These services include oil changes, brake services, and even purchasing a vehicle. The rewards accumulated can be used for future car purchases, maintenance, and even fuel.

The program ultimately makes customers feel valued and appreciated for their continued business. This model is becoming more common across several other industries and encourages repeat business while rewarding customers.

Car in a Ford dealership with a happy customer in the background

✈️ Delta Airlines: Human Connection ✈️

Delta Airlines has cultivated a reputation for creating a human connection with their passengers. From the moment customers arrive in their terminal, Delta representatives, or “agents,” greet them with a welcoming smile and a conversation about their travel plans. These human interactions have created a lasting impact on passengers, as it provided them comfort and a sense of being taken care of.

Delta’s actions demonstrate how important it is to provide empathy and care to their customers. These values have seen them regularly being mentioned positively in online reviews of the airline industry.

Delta Airlines staff member talking to a passenger with a friendly smile

🚙 Car2Go: User-Friendly Service 🚙

Car2Go is a car-sharing service which offers short-term rentals to customers. The company offers a unique service where the cars can be picked up in disabled parking spaces or on the street and there is no need to return them only to certain zones. These options are why the company is so popular and many users choose them over other car rental options.

The Car2Go app is user-friendly and allows customers to complete transactions quickly. The app is a crucial component in the customer experience, providing them with access to the service and allowing them to easily get on with their day.

Car2Go car parked on the street, available for rent

Conclusion 🎉

In conclusion, exceptional customer service and passenger experience can set companies apart from their competitors. Highlighting what makes each brand or service unique and delivers value to the customer can be valuable to companies looking to survive and grow in competitive markets. We hope that the examples given in this article provide insight into the belief that exceptional service is not only essential for retaining customers, but it leads to satisfied customers, increased loyalty, and in return, business prosperity.

A group of passengers smiling in a car