Independent study finds 62 Million $ lost to management treating customers poorly

[FreemaninHK]

https://www.traveldatadaily.com/cath...-polo-loyalty/


They aren't just pushing us staff away.. they apparently don't want customers either..

[kenfoggo]

An excellent article which gives concrete figures to the vague impression that CX is deliberately diminishing the service offered to loyal passengers and so forcing them to travel with competitors.

[oriental flyer]

Do away with the loyalty program , revamp the entire product updating and improving it in all classes . If you give passengers a reason to fly with you i.e. A fantastic travel experience they will choose you above the competition
As things stand this company has successfully alienated it's workforce and the passengers

[azhkman]

They have removed most of the reasons to choose them; the most recent and irritating one is earning status in the points system is difficult even if you are flying a lot regionally. Another recent example regarding customer service, last week I arrived at NRT early and tried to make the earlier flight, the check-in lady, a peach of a human being, told me the cost would be HK$800, and she could put me on the earlier flight. About four years ago I arrived early at NRT was offered to be put on the earlier flight for no charge without asking. Guess what, last Tuesday I drop my wife off at HKG for her flight SIN on SQ but she wants the earlier flight, SQ says no problem and charges US$20 for the change. I have more examples of poor service just from the last two weeks which must clearly relate to non-flight operational cutbacks.

For the interpersonal experience, it really is just the service of the cabin crew that makes CX right now. They are the face to the customer. I trust the CX flight crew and HAECO, but they are not really visible when flying even though their work is. But if I think about some of the 'food' that is served, the fact that I can take 20 trips last year and only be silver, the uncomfortable previous longhaul seats moved to the regional planes, there are so many reasons to look for other airlines especially for leisure travel.

All that said, I don't know if $62m is enough in the big scheme of things to bring any big changes especially if the aim is to devalue the company and sell it to Air China outright.

[Scoreboard]

Ouch....not just lost revenue from those particular customers ....but these high flyers are normally sales highly connected to large number of people.....who would say at a dinner party...."dont bother with CX buy your ticket with another carrier....save yourself some money"?

That impact cant be measured other than lower sales and your left wondering why in this age of social media.

CX should damn well hire this guy or someone like him to fix this bleeding.