3 Training Discovered From the Cancelled Flight

This winter is a huge challenging one for air travel. Hopefully, you haven’t found yourself on a cancelled flight. I wasn’t so lucky and while waiting on standby, I was annoyed by the possible lack of customer service from the airline. But then, I met one ticket agent (let’s call her, “Grace”) who “got it” and I salute three principles she used that made many stranded travelers feel much better about their experience. These lessons can affect any business.

Information is priceless. People get frustrated quickly once they don’t know what’s going on. The panic that is included with cancelled travel plans is multiplied once you can’t get a straight answer from airline staff. Too often it looks like you’re purposely sent into a long line only to find out that the agent at the front end has no idea what’s going on. cancellato volo Grace got on the loudspeaker and admitted that she didn’t have all the answers for the hundreds of men and women who were waiting to catch a standby flight. But she did explain the procedure to getting everyone to their destination. Grace also let people know that once they were in the standby system, they were inside until they got on a plane. This kept many from fretting about whether they’d need to re-register each time they tried to catch a new flight on standby.

Tune in to concerns but don’t forget your needs. While Grace was willing to hear traveler questions and concerns, she realized that she had been asked the exact same questions again and again. This kept her from doing her other duties, including getting as much standby customers on another flight. So she gave out all the data one more time and asked that people leave her alone. And she called for those of us who had been waiting for some time to let any newcomers know the thing that was going on. By enlisting the crowd, she gave us something do to and allowed her to serve us better.

Humor never hurts. There’s plenty of tension in a airport when it’s packed with unhappy people. Grace would use humor in her announcements and that brought a smile to even the absolute most tired traveler. “Believe me,” she said with a sarcastic smile, “We need to get you out of here as much as you do.” That sentence let everyone know that this was a hardcore day for people that have tickets in addition to the airlines. By utilizing humor to acknowledge this aspect, an embarrassing situation became less adversarial.

My only regret from that day was that I forget to obtain Grace’s name or employee number. I might have sent a letter of recommendation to her airline about her excellent customer service. For the time being, let me just say, Grace, you had been amazing!

This winter is a huge challenging one for air travel. Hopefully, you haven’t found yourself on a cancelled flight. I wasn’t so lucky and while waiting on standby, I was annoyed by the possible lack of customer service from the airline. But then, I met one ticket agent (let’s call her, “Grace”) who “got it”…

This winter is a huge challenging one for air travel. Hopefully, you haven’t found yourself on a cancelled flight. I wasn’t so lucky and while waiting on standby, I was annoyed by the possible lack of customer service from the airline. But then, I met one ticket agent (let’s call her, “Grace”) who “got it”…