Last night, literally 60 seconds before I boarded my return flight to Sacramento, the airlines announced over the PA system that because of fog, there was a chance that we may be diverted to San Francisco instead. AS I gave my ticket to the woman at the boarding gate, I asked her what happens if I get stranded 100 miles from the airport where my car is parked. And where my ticket says I am supposed to fly into.
She then tells me that because they just announced it (now 3 minutes before) and because we are getting on the plane, it depends on the crew in San Francisco and they may put us up in a hotel, or they may put us on ground transportation or it may just be out tough luck and we will have to find our own way home.
As I am getting on the plane. Keep in mind, this is all based on “A Chance of Diverting”. Not 100%, just a chance. I have 5 seconds to choose what to do. Stay in Los Angeles over night (at my expense and it is 10:30 at night) or get on the plane, fly an hour and then (possibly) be stranded 100 miles from home.
I get on the plane. As we all do. And the flight attendants announce for us (again) that there is a chance that we will be diverted. A Chance. So we all ask what happens.
Same story as before. This time, more accent on the tough luck part. What the heck? This is not what I signed up for on Travelocity!
An hour later, we land in…………….Sacramento. Thanks goodness. We all drive home. Using our cars that we had all parked in Sacramento.
Customer Service Tip #4 – Make Your Customers feel Good About Their Purchase.
Could the airline representatives been any worse at scaring the crap out of 75 people? How about this?
“Well, we have a chance of landing in San Francisco, but if that happens, we will work with you to make sure everyone is taken care of.”
How about having a process and make sure your employees know it?
In today’s world of Camera Phones and You Tube, I can only imagine what would get posted online if we had landed in San Francisco and then got the “tough luck” speech.
Thanks for reading and good luck in your travels this month,