Airlines Rethinking the Customer Experience
The last few months have been a public relations nightmare for airlines. A passenger was violently dragged off a plane to make room for a crew member. Elementary-aged girls weren’t allowed to board for wearing leggings. In the aftermath, every airline is considering the customer experience.
Some airlines, like JetBlue, have proudly reminded customers that they never overbook. Others are touting their amenities, like Southwest’s two free checked bags and easy, free re-booking.
However, perks don’t make up for a terrible experience. No one cares about a free bag or a TV screen if the staff is disrespectful. Airlines’ biggest problem lately is that they have started to view customers as numbers or dollar signs, rather than real human beings.
Airlines need to reevaluate their entire company culture and make sure that they are emphasizing respect, rather than throwing perks at customers while still treating them like cattle. An airline with a good culture can make the occasional mistake without a lot of issues. or bad press.
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