I recently flew from Philadelphia to Rapid City S. Dakota. I don’t fly much anymore so it was a real eye opener for me. During my career with Wyeth, I’ve traveled quite extensively including trips to Asia, Europe, Korea, and many other countries during family vacations including India. I’ve flown first class, business class and of course the cattle class sitting in coach with my knees resting on my chin. I can honestly say the worst airlines in terms of customer service are those that are American owned and operated. The US airline’s offer poor service, lack of attention, rudeness, and incessant chattering of the flight attendants about their personal lives (which can easily be overheard) demonstrates a general lack on interest in making your flight comfortable. I know there are exceptions and I realize that US airlines have a good safety record. I’m sure there were heroes on the flight which landed in the Hudson River. But is it so difficult to offer cordial, polite, service as well? Poor service (lost bags, discontinuation of in-flight refreshments etc) has grown increasingly worse as the years have gone by. So have the profits and economics of the US owned airlines. See any connection?
If you ever have the privilege, take a Singapore Airlines flight. Even in coach class, as soon as you walk on the plane you are greeted by a well groomed, well dressed, and attractive flight attendant offering you fruit juice (or an adult beverage). Now think back to the last time you flew on a US airline. The flight attendants can barely pass the aisle. Most are over weight and grouchy. We’re herded in like sheep and goats. Singapore Air is one of the more profitable companies. See a connection?
It wouldn’t take a lot of money or effort to offer first rate service to paying customers. It might take some training and senior management who can see the connection between great customer service and customer loyalty.
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