Community Builder | Pipeline Accelerator | Redefining Airline Operations & Crew Management | Airline Crewing Enigma Solver | Ladies Beyond Flying Wingman
My colleague Thierry Pfeiffer recently encountered a disruption and had to contact the airline's call center. Unfortunately, his experience is all too common these days. When faced with a service failure in the travel industry—or any industry—call center or ground staff often respond with the hollow phrase, "I understand." No, you do not understand. This phrase is a patronizing attempt to placate customers with feigned empathy. "Oh, the representative understands. I feel so much better now. My problem is resolved." Clearly, "I understand" is a vacuous idiom. Worse, some airlines fail to track complaints, as if the issue will magically vanish. When passengers demand real solutions, they often receive meaningless responses designed to pacify rather than resolve: "We deeply regret your experience and take your feedback seriously. This issue will be forwarded to the appropriate department for review." Another tactic is sending a survey, wasting customers' valuable time. Why solicit feedback if no one listens? Often, customers never hear back—except for a hollow assurance: "We hope to serve you again and regain your trust." This illusion of listening never addresses the real issue. The true test of customer service is not in smooth operations but in handling disruptions—when services fail, systems falter, or compensation is owed through no fault of the customer. Though it may seem futile, make sure your voice is heard. Clearly outline the failure and your expectations. This is the company’s chance to demonstrate your importance as a customer by promptly and properly resolving the issue. If they fail, let your wallet speak. Support a competitor more deserving of your business. Companies exist to earn profit from customers—if they can't deliver, they must adapt or face the consequences. Read also the "The hidden value of loyalty in airline disruption management" https://lnkd.in/gzFQQZd #airlinesandairplanes #technology #travel #aviation #innovation #airtravel
True that. Disruptions aren’t the problem. Inadequate communication before and during the disruption, and poor follow up after the disruption are the easiest ways to lose customer loyalty.
I completely resonate with your sentiments, Thierry Pfeiffer. It's frustrating when faced with disruptions, and the standard response of "I understand" falls short of providing genuine reassurance. It's high time airlines recognize the need for real solutions rather than empty promises. Tracking complaints and soliciting feedback only to ignore them is not only disrespectful but also counterproductive. Customers deserve meaningful resolutions, not mere lip service. Indeed, the true mark of exceptional customer service lies in how companies handle disruptions. Your advice to clearly communicate failures and expectations is invaluable. If a company fails to meet these expectations, it's only fair to take your business elsewhere. Thank you for shedding light on this important issue and advocating for better customer experiences in the travel industry. #CustomerExperience #AirlineDisruptions #CustomerService
Absolutely agree on the importance of genuine empathy and actionable solutions in customer service! - Aristotle highlighted the virtue of empathy and how it builds trust. 🌟 Weak service fails without listening and adapting. 💼 #CustomerExperience #EmpathyInAction
I help Airlines implement their new Airline Operations and Crew Management System using IBS Software
1moGood point! Now I want to tell every CS that they don't understand. 😁