Customer Experience Airlines
A couple arrived at the airport for their flight, and the monitor indicated that their plane was on time. However, when the couple arrived at the gate, they could see that their flight was delayed. No one could tell them how long the delay would be, and the gate personnel suggested calling the airline’s customer service department. The husband called and the customer service representative told him the flight was on time. He pointed out that the flight couldn’t be on time because it had been scheduled to leave two hours ago. The representative then confirmed that the flight was delayed but could provide no other information. The couple waited four hours for their flight. After arriving home, the husband visited the Federal Aviation Administration (FAA) website and complained about the lack of communication. The airline then reached out to the husband and offered him a $100 voucher to be used within six weeks.
CUSTOMER SERVICE TAKEAWAYS
- The couple was much more upset over the lack of communication than they were by the actual delay. Also, since none of the employees had information, the couple felt the company was incompetent.
- The financial incentive to use the airline again was underwhelming. Plus, the six-week time frame made the flight voucher impossible for them to use, only adding to their dissatisfaction.
- There are many airline choices, and although customers might select a flight based on the best price, if the service is horrible, customers will not choose that airline in the future—even if the price is cheap. Bad service never earns customer loyalty. ∞
Join us on June 8 and 9, 2017 at The Ritz-Carlton, St. Louis in St. Louis, MO for two days of courses. On Thursday, attend Service Excellence Culture and hear about the processes behind the legendary service of The Ritz-Carlton, and on Friday, learn about the principles of Memorable Customer Service.