Welcome Aboard Slug
Why Air Travel is Emotionally Terminal
By Thomas
Fee
It has
occurred to me as an air line traveler, that there is something very object
oriented in the treatment received by passengers that is unique to air
travel.
For instance,
why does the flight attendant refer to me as "our passengers"
rather than "you" or "your"? Why am I asked to "deplane" instead
of to "step this way" or to "go out the front door"?
And, by the way, what is a "cross check"? Is this some sort
or religious thing?
Couldn't
we be getting "pretty close to" rather than "beginning
our FINAL descent" to a destination?
And what about wishing me well when I reach "this or my final
destination"? Can't you just say, "have a nice day" like
everyone else?
Frankly,
I would settle for a little sincerity and a less technical approach to
the way people who work on airlines communicate. We could start by changing
the name of the place you depart and arrive from "terminal"
to damn near anything else. We, the traveling public, are HUMAN BEINGS. The air travel industry is unique in going out of their way to treat
us like objects. We are not freight on the hoof! We are people!
How does
this sound? Make more room for my luggage on the inside of the plane.
Maybe put a bin below each seat. Or, better yet, eliminate that terrible
middle seat. Make it so it folds up, and I can put all of my luggage underneath
it. Let me have the sky cap bring it on board if I want. Give me enough
time to comfortably board, not by row, but by when I decide to get there.
Stop trying to turn your planes around at the gate so fast. You are not
considering the passengers, who usually have to wait past take off time
anyway. Give US some time to board leisurely instead of herding us on
like animals.
Secondly,
tell me everything I need to know over the phone, before I come to the
airport. And don't make me check in at all until I go aboard the plane
itself. If you can't let me take my bags on, let me check them at the
same gate I get on the plane. Wouldn't that be easier for you too? And,
again, let me get on when I want to get on, not when you want to let me
get on. If I need help, I will ask. You can be sure of that.
Thirdly,
stop lying about how concerned you are about my safety. If you were that
concerned, you'd give me a shoulder harness like the crew wears. Instead,
lighten up and concentrate on my ENJOYING the experience of flying with
you, while providing the optimum safety conditions possible. You are much
too negative when it comes to making me feel safe and practically ignore
my personal comfort. If you’re really concerned about my comfort, you
would make all seating the same size as first class and provide me with
equal service.
When I
make reservations, offer me the same fare as others, regardless of when
I go and come back. I always wondered why airlines want me to stay over
on a Saturday night. Do you own hotels or something? Why should you offer
better fares at slow times? Why not drop the flights at the slow times
and add more flights or bigger planes to meet peak demand. You could charge
everybody the
same and
not have to be so sneaky and confusing. Besides, I am supposed to tell
you when I want to go and come back. Get it? I am the customer! So don't
penalize me for my freedom of choice.
What about
children's flights? Find out when and why most kids fly. Add a section
for families with children. Have cartoons, clowns for flight attendants
(no pun intended). This marketing technique has worked well for many companies.
My kids are 19 and 20 and their favorite place to eat is still MacDonalds.
You see,
the entire air travel business is trying to impress us with their technical
know-how. We are NOT IMPRESSED. That kind of talk may go over big in the
crew lounge, but to us it is just a bunch of meaningless jargon. What
we really want is to be treated pleasantly and enjoy getting there as
much as being there. The air travel industry has become renown for going
out of their way to shoot themselves in the foot when it comes to simple
passenger service. You are so price motivated, you have moved below the
minimum acceptable level of service expected by your clients. Your reputation
is one of stuffing us into a tin can like sardines, in seats too small
and too close together, talking a bunch of nonsense about cruising altitudes
and safety exits, hiring youthful, under-trained agents and crews who
appear not to give a hoot about what the needs of the individual traveler
are. They don't make decisions, are rude and show little or no knowledge
of effective interpersonal skills.
You might
ask. I can't remember the last time I was surveyed as an airline traveler
to see what I wanted. It's a common approach to finding out what you may
be doing right and wrong in relating to your clientele. Why don't you
give it a try? You certainly can't do any worse than you're doing now.
About the Author:
Thomas
Fee is the founder of Performance Management Consultants™.
Performance Management Consultants™ is dedicated to providing the next
generation of professional development enhanced by technology and coaching
to enable users to change their behavior resulting in improved performance.
They have
developed numerous programs and processes to enhance the skills, behaviors
and activities of managers, sales, client service and pre-sales (SE) professionals.
Performance Management Consultant’s™ programs address the specific challenges
faced by those working in the areas of business practice known as Customer
Relationship Management and Complex Sales.
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