Originally Posted by
ATNotts
That can be said for pretty well all major airports.
I remember a former colleague once mentioning their view that airports treat the airlines as their customer, not the passengers.
Maybe an over simplified view at first hand, but maybe not when when you break down the customer experience journey, particularly security.
A number of years ago at the same BHX, I was approached by a security junior whilst in the queue and asked about my experience.
I wasn’t in any rush and calmly gave her candid feedback which she refuted and became agitated. “I am not going to argue with you Sir!!”, was a wholly bizarre escalation on her behalf. Don’t approach and VOC me if you don’t want to hear my experiences.
I shut the conversation down advising her I was a customer with choice. She didn’t get it. Didn’t get it at all.
Maybe it was her cocky father we met earlier this week.