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The Lost Customer

customer serviceA few months ago I wrote about a very progressive staff “play day” I witnessed during a layover at LaGuardia airport. Soon after I had another layover at New York City’s oldest airport; the negative experience there has inspired this post.

On a hot and humid July afternoon, I had almost two hours to wait due to a flight delay. Unfortunately the air conditioning system was not working which made the wait especially painful. There were many angry and frustrated passengers, most of whom had no choice but to be resigned to sweating it out and hoping they could make their flight connections at the next airport. We all crowded into the waiting area of our assigned gate listening for updates on the status of our flight. There was a single fan aimed in our general direction which provided very limited relief from the New York summer heat. Then, to my surprise, one of the airline employees picked up that fan and repositioned it to aim at the two agents working at the service counter. I was amazed at the brazen disregard for us and I mentioned it, probably a bit too loudly, to the gentleman sitting next me. As it turned out, that comment started a chain of events which ultimately led to a small uprising, that fan being redirected back towards the customers, and another fan being brought in and aimed at us as well. Read the rest of this entry

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