The Travel Industry Still Cares About You
On a recent flight from
She was lucky enough to get through to a
Frequent travelers can be forgiven for thinking the travel industry doesn't care about them, but simply wants their money. A recent report that airlines had collected
But it's not an entirely accurate image.
"I think there are still flight attendants who try to go the extra mile," said
Compassion isn't dead in the travel industry. You just have to know where to look.
"The gate agent took compassion on him and assigned him a seat," she said. "I always think of his kindness when an employee is rude to me. I know there are good ones out there and I figure maybe when I am really desperate I will find another one."
Put differently, the people behind the counter are human, too, and they're often sensitive to your circumstances.
A little niceness goes a long way, too.
"Everyone was screaming and yelling at the poor agent at the ticket counter and all she could tell them was that since it was weather-related, the airline was not responsible for getting them a hotel," he said. "When we approached her, I smiled and told her I could see she was having a rough day and politely asked if there were any other flights to
People often forget that service still counts for something in the travel industry. When
"The hotel manager had seen his stressful reaction and had been trying to help," she said. "When my family returned to the hotel that night, there was a package waiting for Jared. With her own money, the manager had bought him a book about a tiger, as well as a stuffed animal that went with the book. The card attached apologized for what had happened and hoped the tiger would help him feel better. He still loves that tiger."
Of course, not every troubled guest gets the stuffed animal treatment, but Charney's story underscores the importance of giving a company feedback about your experience.
And, if a front-line employee takes a hard line, you can always take it to a higher level. That's what
If the airline had taken the time to read his correspondence, it would have known he wasn't asking for any special consideration, and quickly refunded his money. After a series of appeals, it did just that.
While it may seem customer service is dead and that people in the travel industry don't care about your needs, there are moments of compassion. Some in the travel industry still get it -- and still have a heart.
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