Airlines often speak from both sides of their mouth.
They say their seats are unique products, and loathe the idea of “commoditization” which says all seats are basically the same. At the same time, they’re unwilling to promise these amazing seats in writing. (In fact, most contracts won’t even guarantee your flight will run on schedule or even you’ll be offered transportation.) And they’re more than willing to overlook their uniqueness to sell you a codeshare ticket on another airline.
All of which brings us to Sandra Dekoj and her case against Hainan Airlines. She asserts that her travel agent sold her a seat on a spanking new Hainan 787, but that she ended up flying on a dilapidated Airbus instead. And that package, which included a one-night hotel stay in Beijing, did not meet her expectations.
It’s the proverbial man-bites-dog story for consumer reporters: an over-the-top customer service experience in which an employee goes the extra mile.
It’s even more rare — on the order of man-bites-man — to find a proven way to extract the very best service from employees.
I won’t mince words. Men are not biting men.
But a series of recent stories and one reader’s experience give me hope that it’s possible. In other words, you could get superior service every time you go to the store or log on to your computer to go shopping. Continue reading…
Spend enough time around customer service agents and you understand that what they say and what they mean are often two very different things. That’s never more apparent than when they are talking directly to you.
Fortunately for these employees, they’ve developed a secret lexicon of words and phrases that can only be interpreted in one way by the general public, but that to them mean something quite specific and often insulting.
For example, let’s say you’ve just boarded a flight and you’re sending a message from your phone as the cabin doors close. Flight attendants are roaming the aisle to ensure all seatbelts are fastened and electronic devices are turned off.
Just as you hit “send” and start powering down your smartphone, you feel a hard tap on your shoulder and see a grimacing crewmember looming over you. Continue reading…
Like most Americans, Jim Davies believes the Transportation Security Administration might benefit from a top-to-bottom reform.
And like most Americans, he wasn’t surprised when a Government Accountability Office study revealed widespread employee misconduct, including screeners involved in theft and drug smuggling activities, as well as circumventing mandatory screening procedures for passengers and baggage.
All of which made his recent experience in Philadelphia so noteworthy. As he waited in line to have his ID checked, he saw three elderly men approach the checkpoint.
“One of the gentlemen had clearly not been on a commercial flight in some time,” he says. “He presented his Medicare card and then his library card as his ID.” Continue reading…
Airlines and bad service. The two kinda go together, right?
They do if the American Customer Satisfaction Index (ACSI) is to be believed. In its 2013 report card, the research company punished the airline industry with an overall score of 69 out of 100. That would be a high “D” if you were in grade school.
But this isn’t another story about airlines treating us like self-loading toxic cargo, which is apparently what some crewmembers now call us. Continue reading…