Those Airline Baggage Charges Will Kill You!
By John Ragsdale Hendrie, Customer Experience Facilitator at Hospitality Performance
Well, maybe not kill you but at least bring on intensive heart burn. It used to be so much fun to travel by air. Years ago we used to dress up for the flight, order whatever beverage we wanted, the food served was palatable and customer service was king. Oh woe and alas, things have changed. Now, we are herded aboard, perhaps given a small snack bag of goldfish, get our knee caps shattered by the folded seat in front of us, and pay liquor prices like we were at a swanky hotel bar. Don't mention the food choices, pillows and blankets. Then, to add insult to injury, we are charged for our luggage and extra (one per person) bags.
The charges for baggage are not new; some airlines held back. But, now most are participating and their travelers are being creative - where there is a will, there is a way! Eturbo News reports that one gentleman, James McElvar, a musician from the band Rewind, tried a new approach in beating the baggage fee – he wore all his clothes from his extra carry-on, representing 12 layers in all – "comprising of 6 T-shirts, 5 jumpers, 5 pairs of trousers, a couple of jackets and even some hats". Sadly, even though he disrobed the extra clothing once on-board, he collapsed with heat exhaustion. According to the article, this was due to "...the exertion of it all and probably the extreme tightness of his seatbelt". McElvar did add his reaction, "I thought I was a goner and that I was having a heart attack".
Travelers are a tricky lot, particularly when we face a poor service-laced rocky road to our flying experience. Once again, years ago, airlines were the very bastion of customer service, cool and special. Nowadays, not so much, and that is the shame.
John Ragsdale Hendrie
John Hendrie believes that Retail success comes from proper management of and commitment to the Customer Experience. He helps to guide his clients through that challenging Customer dynamic, looking at Branding and Marketing strategies, which match their market expectations, providing Training and Development programs to emphasize the behavioral and the mechanics of service execution, and designing assessment vehicles to evaluate the efforts and results.More from John Ragsdale Hendrie