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WHERE'S YOUR TAIL?
I was at the airport in August to pick my mom who was coming from BC. It should just be a straight-forward experience. It turned out that it was a complete nightmare.
The airline delayed the flight twice and by the we get there, the ground stewardess said that it just left the place of origin. So we waited a few more hours. After that, we were again baffled that the flight didn't show up in the flight screen. We went back to the airline station and inquired the exact arrival time of the plane. The stewardess said that the plane will leave at night, about 9pm. This was a confusing information.
We checked again for the flights coming from BC but no flights arrived in the last 6 hours. We inquired again for the last time and another flight stewardess confirmed that the plane will be leaving by 9pm. So we drove home feeling drained and disappointed.
I got a phone call from my sister informing me that my mother's plane arrived an hour ago and she was sitting in the airport station!
What a big mess! The flight information didn't show the place where the last passengers boarded their plane. The stewardesses were not aware of flight data and to top it all, gave us the wrong information. This airline is the worst in delays, misinformation, and discoordination between its people.
The lesson here is don't trust the information. Get it from the source from your travelling family member. Breakdown in systems and communications happen all the time in larger organizations. When this happens, customers have to rely on their smarts to get through all the muddle. If they don't know that their tail is missing, they would care less about other things.
If you're interested to deep dive into your strategy, change, and engagement issues, reach out to me at email@example.com. Don't wait for the perfect time, situation, or budget.
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