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Passengers - Kings?  
User currently offlineHb-iqj From , joined Dec 1969, posts, RR:
Posted (14 years 4 months 3 weeks 2 hours ago) and read 901 times:

Can anyone tell me - why do some people think that just because they spend some money for a ticket to get on an airplane, they think that they should get everything?
They ask so much from the crew members, they think that everything is theirs on the plane and dont stop complaining.

I was just wondering how comes.

What is your opinion to it.

6 replies: All unread, jump to last
User currently offlineRailmatt From United States of America, joined Dec 1999, 212 posts, RR: 0
Reply 1, posted (14 years 4 months 2 weeks 6 days 22 hours ago) and read 831 times:

If the airline positions itself as a full service carrier there are certain minimum features and services one would expect.

One can not expect however that highly individualized personal service can be offered when flying for low priced fares.

Unfortunately, truly good service even for those who pay for it is evaporating and in most markets there aren't any good alternatives like Midwest Express.

User currently offlineTango-Bravo From United States of America, joined Jun 2001, 3813 posts, RR: 26
Reply 2, posted (14 years 4 months 2 weeks 6 days 17 hours ago) and read 801 times:

My opinion, based on everyday experience with a full-service U.S. major:

Unrealistic pax expectations are almost totally attributable to the misleading marketing practices of the full-service majors who like to make their customers think that they will "get more for the same price," when in reality, they will almost invariably get about the same service for the same price or often about the same service for a higher (sometimes much higher) price or even poorer service for a higher price.

Also, the full-service U.S. majors seem to be largely duped into supposing that air travel is a one-way street and the airlines, desperate for business, need to cave in to the totally unrealistic, sometime outrageous demands of their pax and, thus, chase good money with bad, all in the interest of assuming that they will keep "desperately needed" obnoxious, unprofitable pax flying with their airline instead of another.

By contrast, low-cost airlines tend to have a more realistic two-way street perspective: "yes, our airline needs customers, but pax also need the service our airline provides." Therefore, their approach is something like "we won't play games with you - neither will we allow you, our customer, to play games with us."

That, IMO, is why low-cost airlines, especially Southwest, are consistently rated at or near the top in customer satisfaction ratings - in spite of all the frills they don't offer. Seems like the latter approach also tends to cause pax to be much more likely to take ownership (i.e., responsibility) in doing their part to ensure a satisfactory travel experience.

One final observation concerning pax expectations at the full-service major by whom I am employed: passenger expectations are almost invariably in inverse proportion to the fare paid; those who pay the very least have the most ludicrous expectations while those who pay the most expect little if anything more than a safe, on-time flight from A to B.

User currently offlineAdam84 From United States of America, joined Jul 1999, 1400 posts, RR: 2
Reply 3, posted (14 years 4 months 2 weeks 6 days 17 hours ago) and read 788 times:

Yes it is amazing at the attitude some people get.

Its always the people travelling on the cheapest fare that scream the loudest. But its the people travelling on the full Y, J and F fares that are the most pleasant and most accepting.

I had this lady on a full F fare who paid around USD10,000 roundtrip who said "Oh thats fine" when I told her the flight was cancelled and she would have to go the next day. It was totally fine by her and she was the most pleasant person I ever spoke with.

I wish I could tell you the story of the lady who needed to go to Larnaca to get some money. Now this lady was really off the chain but she cracked me up.

User currently offlineHb-iqj From , joined Dec 1969, posts, RR:
Reply 4, posted (14 years 4 months 2 weeks 6 days 7 hours ago) and read 750 times:

Come on Adam84, let us know the story of the lady to Larnaca....

we are curious.

User currently offlineFFlyer From United States of America, joined Nov 2001, 733 posts, RR: 0
Reply 5, posted (14 years 4 months 2 weeks 6 days 6 hours ago) and read 730 times:

People flying in the First or Business classes probably travel so heavily that they are not so thrilled about the travel and flying itself, and have no special demand about it. In average.

User currently offlineLMML 14/32 From Malta, joined Jan 2001, 2566 posts, RR: 6
Reply 6, posted (14 years 4 months 2 weeks 6 days 5 hours ago) and read 720 times:

Where's Greg? I can't wait to read his "contribution" in this thread.

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