Danny Cox is the Vice President of Guest Experience for Breeze Airways. Launched in May 2021, Breeze is a low-cost carrier that doesn’t compromise on the guest experience. In this interview, Danny shares his philosophy that it isn’t about “customer service,” but rather “guest empowerment” that drives the experience, when the guest has more agency of how they want to interact with the company. Therefore, the Guest Empowerment team has a contact center, not a call center, where they leverage communication channels that resonate with today’s traveler, which is quite a difference compared to what we’re all used to - calling the main customer service line just to sit on hold and hear that our call is very important to us. Danny also says that one of Breeze’s guest experience philosophies is to be “kindly unapologetic,” which means being upfront about what the airline is and is not. Additionally, Danny says that even in the short time of the airline’s existence, they have already begun building frequent flyers and evangelists, who say that Breeze has changed their life.
