Comments on: Customer Satisfaction & Employee Satisfaction: Do they Go Hand in Hand with a Profitable Airline? http://www.howwasyourflight.com/editorial/customer-satisfaction-employee-satisfaction-do-they-go-hand-in-hand-with-a-profitable-airline/ an information source for airline passengers Sat, 26 Jun 2010 02:13:31 +0000 http://wordpress.org/?v=2.9.1 hourly 1 By: Versie Pruitt http://www.howwasyourflight.com/editorial/customer-satisfaction-employee-satisfaction-do-they-go-hand-in-hand-with-a-profitable-airline/comment-page-1/#comment-216 Versie Pruitt Sat, 13 Sep 2008 20:39:47 +0000 http://www.howwasyourflight.com/?p=111#comment-216 I organized a group trip for 17 of my friends and myself. I used American Airlines as our source of flight. Boy, was I wrong. 1St. We flew from DFW airport on 9/8/08 to Orlando. When we arrived my brand new luggage was torn & one of the legs broken. I bought this luggage for this cruise. I talked to the baggage attendant. She informed me it was minor damage and the airlines was not responsible. When we arrived on yesterday, 9/12/08 from Orlando to DFW, my luggage was torn more and my 2nd peice of luggage did not arrive. Also, I booked online and they could not find my husband's reservation so they changed our seating and put us in seats directly over the aiplane wings, which is where we always ask not to be seated. The attendant at DFW rudely told me the Airlines would not pay for the damage and it was posted. Why the hell the attendants who check your baggage in tell you this or give you a disclaimer? I have one other question, if all of this damage is minor, then what the hell is major? This highly pisses me off. I work hard for what I get. I paid $149.00 plus tax for a new peice of nice luggage and now its no good. What if I broke something aboard the airlines? Would I be resonsible for it, or would it be ok? I know you're a big major company, so my little complaint doesn't matter. However, it's probably not a lot of money to you, but it is to me. Therefore, I will never use your company again for my annual group trips and my family will not either. I have a son who flies weekly who I will be telling him to change to another airlines and stop using you. As well as a brother who flies weekly for his job as well. I work for a major company in management and anytime I have to book a flight, or any other co-worker, we will not be using AA. My goal now is to discourage as many people as I can from using AA. The people in baggage claims are so rude and have no understanding of your feelings. Please delete my e-mail address from your records as I want nothing further to do with your company. Take your frequent flyer miles and keep them. I will simply delete them without reading them. You just don't destroy peopIe's property and don't take ownership for it. Your company did not let me fly free, I paid you. I should have stuck with Southwest as I have never had a problem. Good-bye forever!!!! I organized a group trip for 17 of my friends and myself. I used American Airlines as our source of flight. Boy, was I wrong. 1St. We flew from DFW airport on 9/8/08 to Orlando. When we arrived my brand new luggage was torn & one of the legs broken. I bought this luggage for this cruise. I talked to the baggage attendant. She informed me it was minor damage and the airlines was not responsible. When we arrived on yesterday, 9/12/08 from Orlando to DFW, my luggage was torn more and my 2nd peice of luggage did not arrive. Also, I booked online and they could not find my husband’s reservation so they changed our seating and put us in seats directly over the aiplane wings, which is where we always ask not to be seated. The attendant at DFW rudely told me the Airlines would not pay for the damage and it was posted. Why the hell the attendants who check your baggage in tell you this or give you a disclaimer? I have one other question, if all of this damage is minor, then what the hell is major? This highly pisses me off. I work hard for what I get. I paid $149.00 plus tax for a new peice of nice luggage and now its no good. What if I broke something aboard the airlines? Would I be resonsible for it, or would it be ok? I know you’re a big major company, so my little complaint doesn’t matter. However, it’s probably not a lot of money to you, but it is to me. Therefore, I will never use your company again for my annual group trips and my family will not either. I have a son who flies weekly who I will be telling him to change to another airlines and stop using you. As well as a brother who flies weekly for his job as well. I work for a major company in management and anytime I have to book a flight, or any other co-worker, we will not be using AA. My goal now is to discourage as many people as I can from using AA. The people in baggage claims are so rude and have no understanding of your feelings. Please delete my e-mail address from your records as I want nothing further to do with your company. Take your frequent flyer miles and keep them. I will simply delete them without reading them. You just don’t destroy peopIe’s property and don’t take ownership for it. Your company did not let me fly free, I paid you. I should have stuck with Southwest as I have never had a problem. Good-bye forever!!!!

]]> By: Michael L. Gooch http://www.howwasyourflight.com/editorial/customer-satisfaction-employee-satisfaction-do-they-go-hand-in-hand-with-a-profitable-airline/comment-page-1/#comment-39 Michael L. Gooch Sun, 15 Jun 2008 18:56:10 +0000 http://www.howwasyourflight.com/?p=111#comment-39 fantastic article on a very timely subject. If you don't mind, I would like to add my two-bits and point out an area that is often over-looked in business. In these trying times of finding adequate labor and skills to run the operations, we certainly are spending much more on training costs. However, I have get frustrated with the organizations that throw training at a crowd as if one size fits all. This is a horrible waste of these training resources. Choosing the right audience sounds like a simple endeavor; however, we hardly ever get it right. In many training sessions, you have a few who really would benefit more from a synopsis or a quick email rather than the full-blown course. As you choose your audience, try to get away from the group or department mindset. Training the wrong person not only wastes your time and the company’s money, but it also aggravates the person you have at gunpoint. As a whole, we all developed our training model after old Mrs. Snodgrass in the third grade. She was the teacher, you were the pupil, and you better sit there and be quiet as she drones on about the ABCs. Adult learners are quite different. Unlike third-graders, most adults see themselves as responsible for their own decisions and lives. Adult need to know why they need to learn something. In addition, each class may have a wide variety of ages in attendance. As much as it hurts me, I will be the first to confess that the older people need more time to learn than the younger set. People in their fifties, sixties, and seventies can learn new techniques and acquire new knowledge just as well as younger people. However, the older ones will need a little more time. When you mix your training class with both young and old, you will have some who are bored and some who are struggling. Be aware of this and come up with creative solutions. Michael L. Gooch, SPHR Author of Wingtips with Spurs: Cowboy Wisdom for Today’s Business Leaders http://www.michaellgooch.com fantastic article on a very timely subject. If you don’t mind, I would like to add my two-bits and point out an area that is often over-looked in business. In these trying times of finding adequate labor and skills to run the operations, we certainly are spending much more on training costs. However, I have get frustrated with the organizations that throw training at a crowd as if one size fits all. This is a horrible waste of these training resources. Choosing the right audience sounds like a simple endeavor; however, we hardly ever get it right. In many training sessions, you have a few who really would benefit more from a synopsis or a quick email rather than the full-blown course. As you choose your audience, try to get away from the group or department mindset. Training the wrong person not only wastes your time and the company’s money, but it also aggravates the person you have at gunpoint.

As a whole, we all developed our training model after old Mrs. Snodgrass in the third grade. She was the teacher, you were the pupil, and you better sit there and be quiet as she drones on about the ABCs. Adult learners are quite different. Unlike third-graders, most adults see themselves as responsible for their own decisions and lives. Adult need to know why they need to learn something. In addition, each class may have a wide variety of ages in attendance. As much as it hurts me, I will be the first to confess that the older people need more time to learn than the younger set. People in their fifties, sixties, and seventies can learn new techniques and acquire new knowledge just as well as younger people. However, the older ones will need a little more time. When you mix your training class with both young and old, you will have some who are bored and some who are struggling. Be aware of this and come up with creative solutions. Michael L. Gooch, SPHR Author of Wingtips with Spurs: Cowboy Wisdom for Today’s Business Leaders http://www.michaellgooch.com

]]> By: Joe P http://www.howwasyourflight.com/editorial/customer-satisfaction-employee-satisfaction-do-they-go-hand-in-hand-with-a-profitable-airline/comment-page-1/#comment-38 Joe P Sun, 15 Jun 2008 02:47:14 +0000 http://www.howwasyourflight.com/?p=111#comment-38 Great article. Only time will tell which model is the one that is going to work. The Southwest model of charge the price needed to be profitable, or the legacy model of, fly below cost and nickel and dime the customers to profitability. Something tells me Southwest is going to win. Great article. Only time will tell which model is the one that is going to work. The Southwest model of charge the price needed to be profitable, or the legacy model of, fly below cost and nickel and dime the customers to profitability. Something tells me Southwest is going to win.

]]> By: jupper http://www.howwasyourflight.com/editorial/customer-satisfaction-employee-satisfaction-do-they-go-hand-in-hand-with-a-profitable-airline/comment-page-1/#comment-37 jupper Sat, 14 Jun 2008 22:20:10 +0000 http://www.howwasyourflight.com/?p=111#comment-37 Great article ! The factors of/for success in the "service industry" almost all apply directly onto the aviation industry, yet in this time of need most airlines still do not show that they're adapting to deal with problems. Currently they're just combatting symptoms, of be it oil or other cost-factors going up. Those that have understood that they need to deliver service from the bottom up will ultimately survive, not unscathed, but in helluva better shape then others. If I were a shareholder I would also look beyond the current crunch/problems, it's going to hurt revenue and drive-away customers. I'd be looking at how to make sure they will return to my airline, after all, reputations take a lifetime to build, but can be lost instantly. Great article !

The factors of/for success in the “service industry” almost all apply directly onto the aviation industry, yet in this time of need most airlines still do not show that they’re adapting to deal with problems. Currently they’re just combatting symptoms, of be it oil or other cost-factors going up. Those that have understood that they need to deliver service from the bottom up will ultimately survive, not unscathed, but in helluva better shape then others.

If I were a shareholder I would also look beyond the current crunch/problems, it’s going to hurt revenue and drive-away customers. I’d be looking at how to make sure they will return to my airline, after all, reputations take a lifetime to build, but can be lost instantly.

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