shuttlebus hits the nail on the head.
That seems typical of the new business model of bmi – “you get what you pay for and it’s your fault if you didn’t read the small print”. It’s the arrogance of a management that’s disconnected from the customers and customer facing staff. It’s why people are walking away from bmi – the pax numbers and load factors don’t lie.
Maybe it’s time you actually listened to your customers: we don’t want to read the small print. We don’t want to check the fare type to see if we can get into the lounge with our loyalty cards (even though the policy seems to be in constant flux, and the lounge staff probably have a different set of information anyway). We don’t want to be stuffed into 26E, with no chance of a seat change, even if the aircraft is half full. We don’t want to queue for hours in a mismanaged check-in area for the two working Self Serve Machines behind your new loco customers, who fly once a year.
It’s time to wake up, smell the coffee and see what this attitude is doing to your customer base – while you still have one.
Unless, of course, the plan is to drop the old customer base! In which case, BA et al. will welcome your old, high fare, loyal, pax with open arms. I hope Mr & Mrs Loco bring you the revenue you need.
Last edited by Evileyes; 10th Mar 2006 at 21:55.