As a former T3
employee who worked at their Humberside base, I can certainly vouch that the company has always done their very best at putting it's customers first. I would like to say that whilst the onboard service is one of the most obvious ways a passenger will judge an airline, punctuality is also critical (safety, obviously is the most important) and it is often the behind the scenes work which ensures an excellent, quality service too.
For example, punctuality was hugely important to T3
. Crews had to give a written explanation of any delays of departure of more than 15 minutes from the scheduled time, although relatively speaking these were quite low in number, all explanations were passed daily to the respective Fleet Manager (J41 or J32) who then decided whether the reason was acceptable, whether the delay was T3
's fault and whether any preventative measures could be taken to prevent such a delay reoccurring. Any reasons deemed unsuitable, or if a crew neglected to give a reason for more than 15 minutes delay resulted in the captain of the flight involved receiving a stern phone call from the fleet manager asking for a full explanation.
Another instance of excellent customer service which passengers perhaps are not aware of was that on the rare occasions an aircraft went tech, wherever possible a flight from another airport would be redirected to pick up the stranded passengers. I can recall flights such as EMA
being operated, ensuring that passengers, whilst perhaps arriving at their eventual destination a few minutes later than expected, did actually get there! I think most carriers would simply say "Bugg€r you, we'll stick you in hotel for the night!" and that's if you're lucky!
Such efforts perhaps go unnoticed by most passengers, but if these things were not carried out then the likelihood of having disgruntled passengers increases greatly. Achieving excellence is about giving your customers exactly what they want and minimising the opportunity for situations to arise which may alienate them.
Like a fine wine, one gets better with age.