Airlines get a bad reputation. But for me, it’s not the absurd fees and inflexible policies that upset me the most, it’s the complete lack of compassion, personalization and acknowledgement and ownership of their mistakes that makes them, deservedly, one of the most loathed industries in the public’s eye. Here’s a perfect example from a recent Delta Airlines trip (and don’t forget to read about my American Airlines experience too).
While the plane was still boarding, the Captain invited me into the cockpit of the 747. He invited the whole front part of the cabin in fact. No one else took up his offer – except me. Who would pass up an opportunity like this? Inside all of us rests our inner child. But as adults, we somehow lose the ability to feel like a child again. To have that sense of wonder and excitement when we experience things for the first time is a special feeling we should never lose.
The photo above is of Dr. Jeffry Life. He’s the poster-boy…er man… er old man for Cenegenics.
And he creeps me out every time I fly.
If you’re a frequent flier, you may recognize Grandpa Buff Jeff (as I like to refer to him) from virtually every airline magazine. He advertises Cenegenics Medical Institute – a business that promotes healthy aging. What is most shocking about this ad, is how Grandpa Buff Jeff looked like before he bought into Cenegenics.
Sometimes when you travel home, your flight schedule is such that you don’t have enough time to really explore the city you’ve visited, but have enough time that you’d rather not waste it at the hotel or airport. And if that city happens to be Washington D.C. and you’re flying out of Dulles International Airport (IAD), you’re in luck!
Dulles has a secret that many travelers are unaware of; The Smithsonian has a satellite National Air and Space Museum, the Steven F. Udvar-Hazy Center, just minutes away from the terminal. An inside are some terrific aircraft including a Concorde Jet and even the Orbiter Enterprise!
Yesterday’s post about my poor customer service experience with American Airlines is a perfect example of how airlines just don’t get it when it comes to customer service. Their philosophy and approach to customer service is like living in opposite-land. Here’s what I mean…
Airlines Are Reluctant to Fix ANYTHING
I’ve had my baggage lost, my zippers pulled off, my baggage clips gone missing and my bags damaged. If something could happen to a suitcase, it has happened to mine. That’s the reality of flying. The conditions of carriage are so lengthy, and filled with so many loopholes, that the average traveler won’t have much recourse when the airlines destroys your baggage.
While I generally like to keep things positive here on adventureswithben.com, I need to provide context to tomorrow’s pos on How Airline Customer Service is @ss Backwards by telling you a tale of woe today. Thank you in advance for indulging me. Let’s take a look at how American Airline’s Baggage Policy, and follow-up Customer Service were great examples of failure…