Airline Solution - Keep The Passengers Away from Customer Service
Airline Solution - Keep The Passengers Away from Customer Service
The airlines have finally figured out the way to deal with their own poor customer service. Forget about retraining, forget about "feel good" classes, forget about discipline. All they have to do is: Keep the customers away from the service.
What a concept...and I love it!
Find and book your flight on line - No telephone reservations agent.
Check in on line and print your boarding pass - No airport ticket agent.
Get your own luggage tags - Okay...some interaction required.
Keep track of gates and delays by instant messaging - No gate agent required.
Get on the airplane - Hand agent boarding pass for scan...no conversation required.
In flight service (or lack of service) - Not much interaction required since you now bring your own drink, food, snacks, reading material, and only see the flight attendant once or twice during the flight.
Keep track of frequent flyer status on line - No agents required.
Redeem frequent flyer mileage and pick flights online (American Airlines has a great system) - No agent required.
Since the whole travel process has gotten so tech automated, my dealings with actual humans have, for the most part, been pleasant.
However, there is still one interaction problem that I keep running into near the end of a flight. When the flight attendants are "coming around" to clean up the cabin before landing, why do they ask the passengers to stick their hands in the seat backs and clean out whatever garbage is in there? If I didn't put it here, I am not sticking my hand into that twilight zone of a seat pouch. Did you know that it is in most flight attendant union contracts that they do not have to put their hands in a seat pouch for fear of needles and disease?
Now that the customer service issue is settled, I just need to keep fellow passengers Stay Out of My Zone.
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