Airlines are not Cruise Lines

This may seem like the most obvious statement of the year; however I am speaking with regard to the difference in customer service…which is becoming my favorite blog topic!  If you have ever flown or taken a cruise – you will identify immediately. This recent firsthand experience I hope will present a clear example of superior customer service versus the lack thereof and offer some simple but very important clues to improving customer service in any business.

However, it is time that someone offered some proper and constructive criticism of what is probably the worst customer service possible; which is typically offered to each of us when we take a flight.  This may not apply to all airlines but without mentioning names – the world’s largest airline is leading the way in customer dissatisfaction.

But let’s start with what I can honestly say was the best example of ongoing customer service I have ever experienced.  Given my business and pleasure travels – this is no small remark and the “fun ships” and all their staff should take pride in exceeding my expectations and actually anticipating my needs and fulfilling them.  From the moment the airline funnels you out of the gate like a heard of cattle – the representatives of the cruise line are there with open arms to greet you and give you clear and direct information and guide you to the ship. You feel appreciated with the first “hello!”  From this point forward; you will encounter attention and service from people who actually address you by name and remember what you like and dislike – from your stateroom to your meals – BRAVO! You know you have been given great service when you feel as though you are leaving friends when you disembark.  This was exactly the case and I am certain that some cruise lines are better than others – but this being my first cruise we simply give credit where credit is due.  Imagine receiving a smile when you request a service and having it applied faster than you can conceive. Imagine paying gratuity ahead of time and then wanting to give more after your experience….yes all true.  Friendliness, cleanliness, efficiency and courtesy were all demonstrated by the entire staff from housekeeping to wait and bus staff.  Take my advice….take a cruise.

Now let’s talk about the airline who offered us little to no service; including information.  Every time I fly, I am reminded of just how little the airlines care about their customers.  From small seats and bag charges to awful food and hardly any appreciation for the $300 to $500 spent for a short domestic flight; the overall airport experience is seldom a positive one. When arriving at the gate to depart we saw a sign posted saying that our flight was delayed.  There were no airline representatives present to assist with questions about that flight and connecting flights – so long story short; after calling the “help” line three separate times – I was finally told that we were stuck and there was no solution that day and we would either sleep in that airport or the connecting one or find a hotel.  We ended up finding our own hotel and took a next day flight which connected to a destination 1000 miles out of our way in order to connect with our home airport.  To throw salt in the wounds – that flight the next day was delayed by over an hour as well.  Now, I clearly understand that weather can delay and postpone flights and I am perfectly fine with that scenario.  I also am a citizen who appreciates the security controls currently in place and we always arrive two hours before to accommodate such regulations and I applaud them for making flying safer. However, when the airline waits until well after you have missed your connecting flight to give information – well that’s not acceptable. The air and attitude reflected in the personnel is clearly one of “take it or leave it”.  In fact we were told at other gates that it was not their problem.  Well at least we got peanuts!
The only way to change these tactics which are clearly a demonstration of a provider taking advantage of a captive market is to funnel complaints to the FAA as well as the Better Business Bureau.  (Remember how you have been treated when your government offers bailouts to these companies for their internal inefficiencies as well.  Yes we all know its coming!)  If you have had such an experience – please pick up the pen or start tapping the keys.  Flying the “friendly” skies?  No thanks – think I’ll cruise! Or drive or walk!