hb-iqj
Posts: 175
Joined: Sun Dec 10, 2000 8:43 pm

Passengers - Kings?

Wed Dec 19, 2001 12:26 am

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.
 
railmatt
Posts: 197
Joined: Wed Dec 08, 1999 12:48 pm

RE: Passengers - Kings?

Wed Dec 19, 2001 4:04 am

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.
 
Tango-Bravo
Posts: 2887
Joined: Sun Jun 17, 2001 1:04 am

RE: Passengers - Kings?

Wed Dec 19, 2001 9:16 am

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.
 
Adam84
Posts: 1368
Joined: Sat Jul 24, 1999 6:10 pm

RE: Passengers - Kings?

Wed Dec 19, 2001 9:32 am

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.



 
hb-iqj
Posts: 175
Joined: Sun Dec 10, 2000 8:43 pm

RE: Passengers - Kings?

Wed Dec 19, 2001 7:11 pm

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

we are curious.
 
FFlyer
Posts: 552
Joined: Sat Nov 24, 2001 6:46 am

Those Who Fly In Y

Wed Dec 19, 2001 8:35 pm

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.
 
lmml 14/32
Posts: 2358
Joined: Tue Jan 30, 2001 2:27 am

RE: Passengers - Kings?

Wed Dec 19, 2001 9:00 pm

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