Amid decline in travel, airlines and airports focus on customer service

Even while dealing with the challenge of managing costs despite the economic downturn, airlines and airports are taking steps to improve customer relations. With a workforce significantly reduced since the industry peak in 2001, carriers are striving to streamline the customer experience and boost customer service. Airports, too, are introducing "customer care" programs to help travelers. In addition, several airlines are tweaking their frequent-flier programs in an effort to woo more elite travelers.

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