Will you pay more to get more? That's the question Cindy Loose poses at Travel Log, a blog at the Washington Post. (not sure if registration is required or not for the blog; it is for Wapo.)
Ailrine executives have cut services to the bare bone -- including things like customer service -- because they believe that passengers just want the cheapest possible fare, and they're doing what they have to do to keep fares down. That, according to travel guru Terry Trippler, is what execs tell him, but he's not sure they're right. Are they?
The first hint this market research may be...what?...inaccurate or self-serving is the source. Execs. Airline execs are doing the talking. By coincidence they're the ones who've created the current business-model we generously refer to as the travel industry. They're the ones who've rushed hell's bells with their career and threats of job insecurity for those around them to create this thing we label in the media as the travel experience. If you've flown recently, you know there's an industry built around that experience but it seems only distantly connected to ...travel and its successful completion.
I know there's a study out there waiting to happen that shows the trendline of companies who've decided to slash their customer service investments. It seems the mistake of the obvious kind to undercut your investment in customers, their needs, their happiness. I can't think of a single company that slashed customer care, customer service, whatever it's called...and came out ahead or even came out of the nose dive they put themselves into by insulting those that pay their bills...by communicating to the customers that their interests or care or happiness is so, so, so low on the totem pole of priorities.
( Funny, when you think about it.Customers are the ones who offer you money, their money, in the hopes you'll deliver on even half of your promises. They trust you with their credit cards. And with the travel industry, they trust you with their lives, their business, their families...)
But...judging from near universal acclaim in business press and personal stories, this is the wisdom of airline executives. Most airlines, certainly, the majors, led by their execs choose to greet you with an attitude (you can't call it a philosophy as that implies logic ...) of abandon hope all ye who enter...you're ours for the duration and we can do as we please with you in our midst...Why? Because we offer no staff, no policies, no options that offer an alternative to subservience to our masters and now as a passenger...your master. Who are these unseen masters we submit to with each travel experience? Execs and their whims.
Still, even in this industry are those that offer hope and respite from the beast. They're the gate agent, the customer service rep, the stewards, the pilots, yes the TSA employees, who go beyond the call of duty every day (remember if it's bad for you just one day a month...imagine working for that company every day...?), offer a solution, a smile, a helpful tip, a kind moment to answer our questions. Thank them. Be patient. Thank them again. Remember that this is the 5th or 10th gate change they've announced today...it's but one for you. And they'll do it all again tomorrow. And they're not the ones making the decisions; they're the ones though stuck with implementing it and taking the feedback from customers...feedback that execs will never deign or dare to gather.
And yes, I'd pay more to get more. Not food. Just a little dignity after I enter the terminal. And for those travel employees and TSA employees who've provided that...thank you.
