Thursday, October 27, 2011

Airline Customer Service…

It’s become a given. “Airlines don’t care about their customers.”

“Service is terrible.”

“Flying is painful.”

It’s so common, it’s become canon.

Now, maybe I fly so much that my expectations have been lowered, but in my opinion, the actual experience on the airplane is just fine.

The real hassle is security (thank you, Yasser Arafat for that innovation), but the plane part…it’s just not a big deal.

I have more than enough stuff to keep me occupied. Laptop, iPad, Kindle, and a book. Plenty of water.

And, maybe 1 out of 30 trips, there’s an issue with my bag (and the last 2 times have both been during major rain delays—not an excuse, but a bit more understandable.)

I just wonder if our perceptions of airlines and travel experience has become so ingrained that the reality doesn’t matter (a problem for many marketers in many industries, btw) OR have I become numb to it?

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