Three or more Courses Come to understand On a Cancelled Flight

This winter has been a challenging one for air travel. Hopefully, you haven’t found yourself on a cancelled flight. I wasn’t so lucky and while waiting on standby, I was annoyed by having less customer support from the airline. But, I met one ticket agent (let’s call her, “Grace”) who “got it” and I salute three principles she used that made many stranded travelers feel a lot better about their experience. These lessons can apply to any business.

Information is priceless. People get frustrated quickly if they do not know what’s going on. rimborso volo cancellato The panic that is included with cancelled travel plans is multiplied whenever you can’t get a straight answer from airline staff. Too often it appears as though you’re purposely sent in to a long line only to learn that the agent in front has no idea what’s going on. Grace got on the loudspeaker and admitted that she didn’t have all the answers for the hundreds of men and women have been waiting to catch a standby flight. But she did explain the process of having everyone to his / her destination. Grace also let people know that when these were in the standby system, these were in it until they got on a plane. This kept many from worrying all about whether they’d need to re-register every time they tried to catch a new flight on standby.

Tune in to concerns but don’t forget your needs. While Grace was willing to listen to traveler questions and concerns, she realized that she was being asked the same questions again and again. This kept her from doing her other duties, including getting as numerous standby customers on the next flight. So she gave out all the information one more time and asked that individuals leave her alone. And she called for those of us who had been waiting for a while to let any newcomers know the thing that was going on. By enlisting the crowd, she gave us something do to and allowed her to serve us better.

Humor never hurts. There’s a lot of tension in an airport when it’s packed with unhappy people. Grace would use humor in her announcements and that brought a look to even probably the most tired traveler. “Trust me,” she said with a sarcastic smile, “We would like to get you out of here as much as you do.” That sentence let everyone realize that this was a hardcore day for those with tickets in addition to the airlines. By using humor to acknowledge this time, an unpleasant situation became less adversarial.

My only regret from that day was that I forget to get Grace’s name or employee number. I might have sent a letter of recommendation to her airline about her excellent customer service. For the time being, i’d like to just say, Grace, you were amazing!