I usually fly business class
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I agree PAXboy - the first couple of reasons are for sure something to do with it. They have lowered expectations so much as an industry that now Americans travelling domestically don't know what it is like travelling in other parts of the world.
It could also be that the Americans were doing it for so much longer than everyone else - there was no train system to compete with such as in Europe, that flying became less of a "luxury" sooner.
Speaking to an American friend yesterday, she says that although in competitive situations such as retail and the restaurant industry the customer service levels are high, public services in the US have notoriously low levels, and the airlines, through all the mergers and consolidation that has been going on, now often see themselves as a public service and have correspondingly low levels of customer care.
The real kicker in my mind is the code share - KLM and Northwest used to have an almost synchronised product. Now if I book BA and get AA I have a completely different experience. Should be flying AA to the US in November so I will muse about it until then!
XSB
It could also be that the Americans were doing it for so much longer than everyone else - there was no train system to compete with such as in Europe, that flying became less of a "luxury" sooner.
Speaking to an American friend yesterday, she says that although in competitive situations such as retail and the restaurant industry the customer service levels are high, public services in the US have notoriously low levels, and the airlines, through all the mergers and consolidation that has been going on, now often see themselves as a public service and have correspondingly low levels of customer care.
The real kicker in my mind is the code share - KLM and Northwest used to have an almost synchronised product. Now if I book BA and get AA I have a completely different experience. Should be flying AA to the US in November so I will muse about it until then!
XSB
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Is it not correct to say that every and each flight is different irrespective of the airline. The irony as an ex Customer and Cabin Crew customer service training manager vast sums of monies are spent annually to this end. Still there is little or no consistency of the service or the product and unsurprisingly customer services on a flight are still the major source of complaints, after the toilets and dirty cabins.
As previously stated keep dumping down on standards and ultimately the customer seems to get less and probably expect little. Oh for the days when you could disembark after a business / club long haul flight feeling bloated and if in First light up a cigar.
As previously stated keep dumping down on standards and ultimately the customer seems to get less and probably expect little. Oh for the days when you could disembark after a business / club long haul flight feeling bloated and if in First light up a cigar.
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Re meals, I take it you are all aware off
AirlineMeals.net - Airline catering * the world's largest website about airline catering, inflight meals and special meals
AirlineMeals.net - Airline catering * the world's largest website about airline catering, inflight meals and special meals
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HZ - I was intrigued by your post
"there is little or no consistency of the service or the product"
as someone who has obviously been in the front line why do you think this is so?
And have airlines ever tried to keep a data base of which CC get good reviews and which ones don't??
"there is little or no consistency of the service or the product"
as someone who has obviously been in the front line why do you think this is so?
And have airlines ever tried to keep a data base of which CC get good reviews and which ones don't??
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BA is bringing in a system called 'Dashboard' that enables staff and passengers to mark the service levels during a flight and also the condition of check-in service /catering/aircraft cleanliness and wash rooms. Most airlines have systems in place that monitor performance and quality, this has been around for 20 plus years.
However, reading some of the threaders comments it is not that effective and surely must be governed/influenced by what the company is prepared to spend on the product and those delivering it. Continually cutting service levels and reducing levels of pay certainly contribute to customer dissatisfaction for those travelling on 'legacy' airlines who may expect higher levels of service and product.
Most aircraft I travel on and that is about 4-5 times a year are usually dirty inside, finger marks, grubby trays, food debris around the seats etc. That is my experience, usually in Club / Business. However, I would not complain as I accept this as the norm.
However, reading some of the threaders comments it is not that effective and surely must be governed/influenced by what the company is prepared to spend on the product and those delivering it. Continually cutting service levels and reducing levels of pay certainly contribute to customer dissatisfaction for those travelling on 'legacy' airlines who may expect higher levels of service and product.
Most aircraft I travel on and that is about 4-5 times a year are usually dirty inside, finger marks, grubby trays, food debris around the seats etc. That is my experience, usually in Club / Business. However, I would not complain as I accept this as the norm.
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However, I would not complain as I accept this as the norm.
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The only difference i notice flying Economy on US carriers is
- No announcements from flight-deck - not a dicky bird
- Seat belt signs permanently on even on a smooth crossing
- Food sub par
- Cabin crew non existent after first service
- free seat selection on most.
Apart from that Economy is Economy on either and if its going at the time i want at the price I want I couldnt care less.
One of the best flights I had to East coast was on a United 757 half empty.
- No announcements from flight-deck - not a dicky bird
- Seat belt signs permanently on even on a smooth crossing
- Food sub par
- Cabin crew non existent after first service
- free seat selection on most.
Apart from that Economy is Economy on either and if its going at the time i want at the price I want I couldnt care less.
One of the best flights I had to East coast was on a United 757 half empty.
Paxing All Over The World
I stopped complaining when it made no difference. Now, I just try to avoid the <whichever> company. Sometimes, you have no choice on a route.
I have found that complaining, or giving suggestions to the (so called) customer service department is like talking to a grave, so I don't waste my time.
I have found that complaining, or giving suggestions to the (so called) customer service department is like talking to a grave, so I don't waste my time.
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I stopped complaining when it made no difference.
Paxing All Over The World
Hotel Tango. Yes, I agree and wish it were not so. If you are a single pax, or low tier, you get a standard letter and the complaint gets added to a pile and, I dare say, is reviewed with others at years end. If you are high tier, or corporate, you get a few more FFMs.
The problem is not just the airlines. I cannot think of ANY company to whom I have complained that has not brought the standard letter but, mostly, silence. I have tried old style letters, emails and phone calls but NOTHING happens. If you get a standard letter, consider yourself lucky. I do not have the time to waste.
We have all sat listening to the, "Your phone call is very important to us" when the system is designed to keep people waiting the maximum amount of time so as to reduce costs. (I was in telecommunications for 27 years)
Western people have demonstrated that they want the lowest price possible - and we have it! I first noted corporate customer service failing in the USA in the early 1990s.
The problem is not just the airlines. I cannot think of ANY company to whom I have complained that has not brought the standard letter but, mostly, silence. I have tried old style letters, emails and phone calls but NOTHING happens. If you get a standard letter, consider yourself lucky. I do not have the time to waste.
We have all sat listening to the, "Your phone call is very important to us" when the system is designed to keep people waiting the maximum amount of time so as to reduce costs. (I was in telecommunications for 27 years)
Western people have demonstrated that they want the lowest price possible - and we have it! I first noted corporate customer service failing in the USA in the early 1990s.
If things get really stupid and it's a significant issue, write a short letter to the CEO. Recorded delivery, specifying your consumer rights, your expectations for resolution and list the interactions with his/her organisation.
Needed to do it 3 or 4 times, always works
Needed to do it 3 or 4 times, always works
Paxing All Over The World
Slight thread drift.
By coincidence, I read today this How long will you wait for a shopping website to load? - BBC News It tells us about impatience:
So, they won't wait another couple of seconds but will go for another site and might have to wait for that to load. Had they have stayed put - they would have got the informaiton they want.
Folks who will not wait a few seconds are not going to spend time talking to Customer Services about their experience. Companies know that brand loyalty (as known in post war era) has evaporated.
By coincidence, I read today this How long will you wait for a shopping website to load? - BBC News It tells us about impatience:
How long will you wait for a website to load before you give up and go somewhere else? Ten seconds? Twenty seconds?
Apparently, nearly half of us won't wait even three seconds. If a shopping website doesn't load its content within that time, many of us are so impatient we'll immediately go somewhere else.
According to research from digital performance measurement firm Dynatrace, just a half second difference in page load times can make a 10% difference in sales for an online retailer.
Apparently, nearly half of us won't wait even three seconds. If a shopping website doesn't load its content within that time, many of us are so impatient we'll immediately go somewhere else.
According to research from digital performance measurement firm Dynatrace, just a half second difference in page load times can make a 10% difference in sales for an online retailer.
Folks who will not wait a few seconds are not going to spend time talking to Customer Services about their experience. Companies know that brand loyalty (as known in post war era) has evaporated.
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Western people have demonstrated that they want the lowest price possible - and we have it!
When I lived in the UK Midlands I would endeavour to travel thru BHX which normally entailed the likes of KLM, Swiss, Air France, Lufty and/or SAS ... I wasn't going to drive/travel to/from LON or MAN to save ten quid or whatever.
Where I live now (IAO) the current runway length only permits one local operator, a LoCo, but at least I can buy a, albeit overpriced, beer and a sandwich on board.
Should I dare to fly the, more expensive, flag carrier for 2 hours SUG/MNL one is subjected to a disgusting piece of cake (I don't eat cake) and a plastic cup of water ... even prisoners get better catering than that!
Internationally I have my favoured carriers such as Swiss and Cathay, I will always try to travel with those if only for the level of cabin service and it would take one hell of a (financial saving) carrot to persuade me away from either of those or other favoured carriers I may have.
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On both occasions, after a few days, they emailed back with an apology and two x £100 coupon numbers - one for Mrs Seafire and the other for myself, for use on any BA flight within the following year.
I might be exceptionally fortunate, but with BA at least, the complaint was apparently taken seriously and it did pay to complain. Alas, l've since seen no hint of accompanying improvements on BA though!
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When I was in customer service I used to investigate and respond to complaints (this was for the airport authority) and usually many people were happy with an explanation and an apology. This just shows that the previous comments on this thread are totally accurate, everyone is used to a standard letter these days.
Of course if the complaint was just something, for example about ground connections or a delay, I had standard letters ready too
I wrote to an airline about an issue I had in January, got a standard letter saying that they would deal with it within six weeks, still no response in August, would I fly with them again? Well yes being a member of their FF club and them being cheap and convenient on a route I fly often. Not happy with myself but that's what they do!
XSB
Of course if the complaint was just something, for example about ground connections or a delay, I had standard letters ready too
I wrote to an airline about an issue I had in January, got a standard letter saying that they would deal with it within six weeks, still no response in August, would I fly with them again? Well yes being a member of their FF club and them being cheap and convenient on a route I fly often. Not happy with myself but that's what they do!
XSB