Several Instructions Mastered At a Cancelled Flight

This winter is a challenging one for air travel. Hopefully, you haven’t found yourself on a cancelled flight. I wasn’t so lucky and while waiting on standby, I was frustrated by having less customer service from the airline. However, I met one ticket agent (let’s call her, “Grace”) who “got it” and I salute three principles she used that made many stranded travelers feel better about their experience. These lessons can connect with any business.

Information is priceless. People get frustrated very quickly if they don’t know what’s going on. The panic that is included with cancelled travel plans is multiplied when you can’t get a straight answer from airline staff. Too often it appears as though you’re purposely sent right into a long line only to discover that the agent at the front end has no idea what’s going on. rimborso bagaglio danneggiato Grace got on the loudspeaker and admitted that she didn’t have all of the answers for the hundreds of men and women who have been waiting to catch a standby flight. But she did explain the method of getting everyone to his / her destination. Grace also let people know that when these were in the standby system, these were inside it until they got on a plane. This kept many from fretting about whether they’d need to re-register each time they tried to catch a new flight on standby.

Listen to concerns but don’t forget your needs. While Grace was willing to be controlled by traveler questions and concerns, she pointed out that she had been asked the same questions again and again. This kept her from doing her other duties, which included getting as many standby customers on the next flight. So she gave out all the information one more time and asked that people leave her alone. And she called for those folks who’d been waiting for a time to let any newcomers know the thing that was going on. By enlisting the crowd, she gave us something do to and allowed her to serve us better.

Humor never hurts. There’s a lot of tension in a airport when it’s set with unhappy people. Grace would use humor in her announcements and that brought a look to even the absolute most tired traveler. “Trust me,” she said with a sarcastic smile, “We want to get you out of here around you do.” That sentence let everyone understand that this is a difficult day for individuals with tickets along with the airlines. By using humor to acknowledge this aspect, an embarrassing situation became less adversarial.

My only regret from that day was that I forget to have Grace’s complete name or employee number. I could have sent a letter of recommendation to her airline about her excellent customer service. For the time being, i’d like to just say, Grace, you had been amazing!