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Old 13th Feb 2019, 03:44
  #17 (permalink)  
unitedabx
 
Join Date: Jul 2018
Location: uk
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Originally Posted by kenfoggo
Most successful companies realise that their customer base is built upon the three foundations of “ People, Relationships and Trust”. This results in the repeat custom and “family” which generates the kind of response from “bigjames” above.
So, I am rather bemused by the direction that the management of this airline are taking the company. The apparent deliberate brand erosion is destroying the unique selling point of this airline, namely that is used to be a quality experience. Lowering standards of service, lowering standards of catering, no first class on all newly acquired aircraft, delays, dirty aircraft etc, etc,etc are all contributing to the customer looking to the competition. If this company has a direction it is leaving the customer and it’s own staff behind.
It all depends which customer base the company is aiming for. If it's the expat, they lost that trade years ago. If it's the very rich Chinese, they use their own jets. So who is left ?When you have that answer then look at the service we supply and see if it fits the demand. No point in providing toilet seats if the passengers we carry don't know how to use them ! Why stock nice food when cup noodles will suffice. Why have the worlds best pilots when a teenager with 500 hours will do. Just saying.
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