A couple of Tuition Found out With a Cancelled Flight
This winter is a huge challenging one for air travel. Hopefully, you haven’t found yourself on a cancelled flight. I wasn’t so lucky and while waiting on standby, I was aggravated by the lack of customer care from the airline. But, I met one ticket agent (let’s call her, “Grace”) who “got it” and I salute three principles she used that made many stranded travelers feel a lot better about their experience. These lessons can apply to any business.
Information is priceless. rimborsi voli in ritardo People get frustrated quickly once they don’t know what’s going on. The panic that is included with cancelled travel plans is multiplied whenever you can’t get a direct answer from airline staff. Too often it looks like you’re purposely sent right into a long line only to learn that the agent in front does not have any idea what’s going on. Grace got on the loudspeaker and admitted that she didn’t have most of the answers for the hundreds of people who have been waiting to catch a standby flight. But she did explain the process of having everyone to his / her destination. Grace also let people know that once they were in the standby system, they were in it until they got on a plane. This kept many from fretting about whether they’d need certainly to re-register whenever they tried to catch a brand new flight on standby.
Tune in to concerns but don’t forget your needs. While Grace was willing to hear traveler questions and concerns, she noticed that she had been asked the same questions again and again. This kept her from doing her other duties, including getting as numerous standby customers on the next flight. So she gave out all the info one more time and asked that people leave her alone. And she called for those of us who’d been waiting for a time to let any newcomers know that which was going on. By enlisting the crowd, she gave us something do to and allowed her to serve us better.
Humor never hurts. There’s plenty of tension in an airport when it’s full of unhappy people. Grace would use humor in her announcements and that brought a smile to even the most tired traveler. “Trust me,” she said with a sarcastic smile, “We need to get you out of here around you do.” That sentence let everyone know that this is a hardcore day for those with tickets in addition to the airlines. By using humor to acknowledge this time, a distressing situation became less adversarial.
My only regret from that day was that I forget to have Grace’s complete name or employee number. I might have sent a letter of recommendation to her airline about her excellent customer service. For the time being, i’d like to just say, Grace, you had been amazing!
This winter is a huge challenging one for air travel. Hopefully, you haven’t found yourself on a cancelled flight. I wasn’t so lucky and while waiting on standby, I was aggravated by the lack of customer care from the airline. But, I met one ticket agent (let’s call her, “Grace”) who “got it” and I…