6 hour delay...EasyJet has not responded.....

[XSBaggage]

Okay maybe swearing is a bit much, depending on the provocation. But I have been on a customer service course where it was suggested that if a pax swore at you and you used the same word back it would make them realise how daft they sounded and defuse the situation. Tried it a few times and it worked. But I prefer not to "lower the tone" as it were. But I definitely think that "zero tolerance" works in the service sector.

XSB

[jet2impress]

Why do some pax get so up tight with the crew over the smallest of delays. Shouting at the crew will not help rewind time or get them to start dishing out free drinks. OMG, how much would fares go up if you gave out free drinks everytime you had a 35 min delay??

[masalaairlines]

Originally Posted by jet2impress

.... free drinks everytime you had a 35 min delay??

Yes, I don't think anyone here wants something like that. Just after a 2 hour delay when the law states so! Though you're right! It's never the crews fault. They shouldn't get the abuse.... though I have been on delayed flights sometimes where there have simply been a few too many pre-emptive "nanny" announcements stating that the crew don't deserve any abuse as the delay cannot be blamed on them!

[jet2impress]

Originally Posted by masalaairlines

They shouldn't get the abuse.... though I have been on delayed flights sometimes where there have simply been a few too many pre-emptive "nanny" announcements stating that the crew don't deserve any abuse as the delay cannot be blamed on them!

I know exactly what you mean. I am not too keen on those annoucments either. (from the flight deck). It makes me cringe a bit whilst hiding in the galley. I think it sort of invites the pax to 'bring it on' so to speak. Ask some of them NOT to do something and they do it anyway, just because you have asked them not to.

edited to 'edit' the quote... I made a mess of the first one!

[Globaliser]

Originally Posted by XSBaggage

I dont think that rude staff should affect ones choice of an airline.

I must beg to differ. Having rude staff is one of the best ways of putting people off your airline. The customer-facing staff are the front line, the face of the company. They may not be the only thing that matters in people's choice of airline (where they have a choice), but it is an important factor.

Those who whinge about staff, and yet come back again, probably fall into one of three categories:-

1. [*]
2. [*]