Winter can be so harsh on the east coast around February. Many times I say to myself, I wish I had a Summer home in Florida? Anyway, early this year (in February) a friend of mine and his wife planned a two-week vacation in sunny Florida. Of course they were excited about their trip but the trip would not be until August.
Interesting, they received an email from their airliner (cannot name) in June stating that their non-stop 2-hour flight scheduled to Florida had changed and been rerouted due to a scheduling conflict. What! And to add more misery to the situation, their new flight schedule included a 2-hour layover in Detroit. So, now their 2+ hour flight had changed into a 6 ½ hour trip to Florida.
How painful! By the way, that email that was sent to them (in very fine print) stated that if no one responds or fail to receive the email message, they would be responsible for any travel changes and time constraints when they arrive at the airport. How’s that for airline customer service treatment! Just ridiculous isn’t it!
I see why many airline companies failed and went out of business. The biggest factor is the way they treat their clients. The difference between a regular airline company and a “Ritz Carlton” 5 – star airline company is that the 5 – star airliner would have probably either purchased non-stop tickets with another airliner to comfort their client(s) or they would had offered them complimentary 1st-class ticket seats.
“Ritz Carlton” 5 – star airliners know how important their customers are to them and that’s why they are profitable and stay in business for the long haul. People will never forget how you make them feel!