Tuesday 13 August 2013

Disruptions are less painful for airlines and passengers when there is a mutual feeling of understanding, care, and compassion

We are getting used to more disruptive flying and are learning to patiently accept official explanations for reasons behind long delays, even if caused by faulty planes. But what cannot be accepted is the lack of care for people experiencing disruptions, like on the recent British Airways flight to Riyadh (follow the link below) were those responsible for handling this situation were not capable of responding to frightened and confused passengers - some officials even ‘hid in a back office’. This kind of practices cost airlines much more than compensation offered to passengers ‘as a gesture of good will’. Wouldn't more care and compassion from airline side help minimise loss of passenger goodwill or more precisely, loss of revenue in years to come. 

Link to article BA Compensation After Saudi Flight 'Horror'

See also The Airport Lesson