"KLM management wants pilots to interact more with passengers. It is thought that this improves the total travel experience for their customers. Normally the crew just walks past the waiting passengers at the gate without speaking to them. By removing the cap pilots are more easily to approach. Thereby giving them a chance to make KLM stand out compared to other airlines. And persuading passengers to book KLM again for future travels.
This is not true at all.
Why is this so hard for you to believe? It is true that KLM management wants pilots to interact more with passengers. Ryanne van der Eijk, senior vice president customer experience, talked about it in the April 2017 issue of Zakenreis Magazine.
They have no research to back this up. They have not done it. They can’t back this up with facts and research that states that customers want this measure.
KLM wants to be a more customer orientated company. In the past most decisions were based on rentability, operations and safety. Now they want to focus more on improving the total travel experience of their customers. It has nothing to do with research.
That whole text doesn’t make sense.
They say “it is thought”. By who? By some manager behind his desk? They have no research.
By who? By KLM management of course. They think that more interacting with passengers helps to improve the total travel experience.
It is my personal opinion that removing the cap makes the flight crew more easily to approach.
It’s pure nonsense. Guessing that customers will book again because the captain was not wearing a hat. It’s laughable.
That would indeed be laughable. But KLM is not guessing. As Ryanne van der Eijk said in the Zakenreis article: "Het gaat nu wel eens zo: voor een lange vlucht zitten 300 passagiers bij de gate te wachten. Daar komt 'de cockpit' aanlopen. Wat doet die? Straal langs die 300 mensen lopen om bij de balie nog even met KLM-collega's te praten. Hoe ingewikkeld is het om even verbinding te maken met hen, even met twee mensen een praatje te maken."
I guess you can read Dutch, so you should understand that the English text and the Dutch state different things.
The English text reasons from the perspective of the customers, that they maybe dare to approach the pilots faster when they don’t wear a hat.
The Dutch text doesn’t even talk about a hat and critiques the KLM pilots for not making contact with the passengers more often before a flight.
She literally says: How difficult is it to make a little chat with two passengers at the gate?
What? She doesn’t know what she is talking about. Most of the times the pilots do 3 or 4 flights a day and are in a constant rush to get to their next aircraft.
Wide-body crews have more time before a flight and if they want to talk to passengers they can decide to do that. This has completely nothing to do with a hat.
Lufthansa, BA and Air France and Delta etc pilots can also do that with their hats.
It’s really a ridiculous “argument”
Further, it’s all filled with we think, they think, my opinion is etc.
There is no statistical evidence anywhere for what they think.
Plus, KLM pilots do make contact and show themselves especially in the case of delays etc. That Ryanne van something, shouldn’t talk so condescending about the pilots. KLM is not kept in the sky by someone who is sitting behind a desk thinking about uniform hats.
And like i said before, on one hand they want to stand out, and at the same time they say they are following a trend. Those two things can’t be at the same time.