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Posts Tagged ‘detal airline’

15
Jul

It is all about customer service

Posted in Airline Industry  by Traveler on July 15th, 2009

This is to illustrate the importance of customer service.

I will reproduce the entire post here. You can read the original at Andy Azula site

Dear Delta:

I am a frequent-flyer with Platinum status on Delta. And one of your biggest fans.

I’m also the guy in those UPS Whiteboard commercials on TV. And I’m not just the actor. I’m also am the creative director at the ad agency who creates the advertising for UPS.

On June 18th I flew Delta for the last time. As of now, I cannot imagine ever stepping foot on another Delta airplane.

Because on June 18th, things went wrong. Very, very wrong.

On that morning, my wife and two children (7 year old twins), got up at 4 am in order to catch the first flight from our home in Richmond, VA to Atlanta. It was a business trip mixed in with a family vacation. You see, my parents live in Atlanta and my children hadn’t seen their grandparents for quite some time. As you can imagine, we were all very excited.

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18
Aug

Flight attendant or sales person?

Posted in Airline Industry  by Traveler on August 18th, 2008

There was a time, when the flight attendants’ job was to take care of passenger’s needs and make your flight as pleasant as possible. As soon as you would push that call button, one of them would rush to your seat and asked you how they could be helpful. They would greed you when you came in, and say good bay when you left the airplane. They used to help you with your carry on luggage, guide you to your seat and a be nice in general. That is the case no more. To my horror, I discovered that flight attendants have become sales people, trying to sell you every thing, from overprices sodas and peanuts to credit card enrollments.

I have flown at least 6 times in the last 3 months with two different airlines. Delta and Spirit Air. It had been a while since my last flight (more than 3 years) so I was in shock to see how much the job of a flight attendant had changed.

Delta:

I flew Fort Lauderdale to Atlanta, GA on Delta Airlines. The seatbelt sign was still on when one of the flight attendant announced over the PA system that they would begin distributing Master Card applications to all the passengers who wanted to apply for the credit card. She went on to give a long list of “benefits” if you were to apply: from bonus frequent flyers miles to cash rebates. She went on for several minutes, really trying to convince the passengers to complete the application. For a moment I felt like I was attending one of those time share sales presentation.
Several minutes later, all three flight attendants starting walking the aisles asking every single passengers if they wanted to apply for the credit card. During the whole flight they repeated the same sales pitch over the PA at least 3 other times.
Later on, they collected all the applications from those passengers who felt compelled to apply for a credit card 30,000 feet in the air.
During the flight they also announced several times that they had all kind of drinks and other items from the Sky Mall catalog for sale.





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