Insurance companies are getting a bit better when it comes to processing claims, according to the American Medical Association’s newest report card. The country’s seven largest insurers are paying out the wrong amount to doctors and other providers only 9.5% of the time so far in 2012, compared to 19.3% in 2011 and 20% in 2010. [More]
Northwest Airlines says its employees are going to be taking customer service classes.
US Airways is attempting to restore its ailing customer service operation by hiring 1,000 employees ahead of the summer travel season. The airline also plans to replace 600 self-ticketing kiosks that did not work, with kiosks that work. A decision like that just had to come after a long study undertaken by a committee.
On board its airplanes, US Airways said it would improve the quality of its food-and-beverage offerings in all classes of services on both domestic and transatlantic flights, including offering more and better meals for sale in coach.
Perhaps most useful, the airline, which also posted a $34 million first quarter profit, promised to create ‘passenger operations centers’ that would monitor inbound flights for potential connection delays and send customer service representatives to meet affected passengers at the gate with rebooked flights and, if needed, meal and hotel vouchers. — CAREY GREENBERG-BERGER