How popular is British Airways when it comes to bad customer service. Well!! They always seem to sneak in whenever bad service is talked about.
Recently easyJet was been dragged into a wrangle with their ground handling agents Servisair. The passenger handling company alleged how easyJet force their check-in staff to act more like policemen than customer service staff to meet the low-cost airline’s strict baggage rules. Read the rest of this entry »
The world’s largest airport of Heathrow remained crippled by snow and ice for three days in a row and the unexpected shutdown of Heathrow just before Christmas had put the travel plans of thousands into disarray and left many sleeping on terminal floors. The airport apparently had only a contingency plan to keep the airport fully operational if less than an inch of snow fell and had no equipment manpower, or the crucial chemical de-icers to cope with any massive snow fall. Read the rest of this entry »
Frequently when we discuss reputation management with C-suite executives they chide us on our pessimism informing us that the training and common-sense of their staff ensures that they never suffer reputation problems. Right!
Ask Colleen Roberge and Dan Blais, a young couple with a baby whether they would agree after a diaper emergency led to them missing their flight and having to pay allegedly a thousand of dollars in rebooking fees after their baby wet himself whilst having his diaper changed. (A common occurrence with male babies as all parents can tell you.) After being refused access to the flight, Dan did what any self-respecting wronged customer would do: start a blog to catalogue his woes. Being a blog rather than a comment it tells the whole story from start to finish and provides a captivating portrait of what happens when frontline staff behave unreasonably turning a happy customer into a vengeful customer. Read the rest of this entry »