Coffin Corner says.. 'You can't make money as an airline on goodwill'
Slight thread drift...may be [no pun intended!] if airlines around the world realised the significance of goodwill, they would be in a far healthier state!
Although aircrew thank us for choosing to fly with them, such comments appear to be rather cynical. The problem is that ground staff, handling agents etc too often treat the customers with utter contempt. No [truthful] explanations for delays and cancellations; often no explanation at all; often no human beings available or bothering to explain anything! Bland apologies, for delays and cancellations, read from a script, when in fact they have just totally messed up your travel arrangements are pathetic.
Airlines and their agents should learn that good customer service and the goodwill thereby created will make a significant contribution to their success!
just my thoughts, Helen