Like families customer experience is all relative! So when you set out on your budget airline journey your expectations are suitably low but our recent experience is worthy of a mention not as seen through our eyes but those of the airline’s staff.
We had three main encounters at the airport or using customer service language ‘touch points’ with members of the airline team where unprompted/spontaneously they expressed their views about the company.
The first was an apology for having to charge us extra for a bag we’d forgotten to pay for online, she felt the price should have been the same and was therefore unfair.
The second and more dramatic was when checking in our bags after the normal mile long zigzag queue the check in assistant burst into tears and told us that she hated her job, couldn’t take it any longer, was going to resign and then just left her desk – thankfully after completing our check in! Can I just add that we didn’t cause the incident but when I comforted her and told her how lovely she’d been with us it did seem to make her cry more!
Thirdly whilst waiting in yet another queue this one for boarding, a member of the airline was taking hand luggage from the passengers to put into the hold as the newly advertised services of taking hand luggage plus a duty free bag didn’t allow for the fact that the planes storage area above the seats had not been expanded! She commented that if only head office spent more time at the sharp end of the business.
As we eventually settle into our seats needing our holiday to recover we open the inflight magazine to read that the airline have a 98% customer satisfaction record, clearly not with their own team!