When airlines lose that loving feeling
The last time I got near this subject, I had lost my luggage. The latest incident was at the end of a lovely holiday, and I was feeling relaxed and chilled. And then … “I am sorry, Mr Fitzpatrick (that is my husband, Greg) but the flight from Doha to Singapore is oversold, and we have some alternatives for you…”
I make it a point not to specifically name airlines when I get on my soapbox, but I just gave a pretty good hint there based upon our transit point. This airline is also not the only one that seems to believe that this behaviour is acceptable. Interestingly enough there was no ‘would you be able to take another flight?’ conversation; we were just given a definitive, so that was new. This may be because nobody generally agrees to volunteer (particularly at the end of a vacation, with no clean luggage) which should tell the airlines something.
When we queried as to why we had been ‘chosen’ to be booted – we were in Dublin, the Doha flight was not leaving for another 10+ hours, and I felt it was premature to be having this conversation – we were told that we had been identified as the ‘lowest priority passengers’ on that flight.
Well, at least there was honesty in this conversation, albeit of the brutal kind! More honesty is that our having paid for a flight bought us absolutely nothing. Not even the flight apparently.
Having been told how entirely irrelevant we were (and I thought I swallowed that relatively well, particularly given that I am not a morning person, and it was 6:00 am) we were then resoundingly insulted. ‘We can put you into economy class from Doha to Singapore and give you USD$125 in compensation’.
I’m sorry…but what?!? Does anybody seriously agree to that? I can only assume that they do, given the confidence with which the statement was delivered. If that was the best offer on the table, someone was in serious trouble.
It was at that point that I might have become a little more strident (and I can hear Greg laughing at this description) but not for the reason that you may assume, and here is where my previous blog post connects.
“I’m sorry,” says Alexandra (the manager who is ‘handling’ us). “Don’t apologise to me,” I say. “Apologise to your colleagues.” Needless to say, that stopped things, brought the silence, the double blink and the confused look. “Let’s be clear!” I continue. “We are being removed from a flight because the airline has deliberately made the business decision to over-subscribe, and we are being asked to bear the consequences of a decision that you made.” I get the argument is that airlines do not want to have empty seats, but those seats are empty anyway if you upset enough people who will not fly with you.
“Not me,” says Alexandra. Oh really? Either you are representing your employer, or you are not. Please make a decision, and own up to it. Trying to hide only generally makes these already fraught situations a lot worse.
All this means is that the great work that can be carried out at the customer service end (both on the flights and on the ground) can be completely rendered useless by a corporate decision made by the same organization that these people are trying so hard to show in a different light.
And it is great work. I believe in trying to show all sides, and while this post is definitely about our being irritated, the in-flight crew was great. And huge kudos to the check-in rep that showed not one ounce of emotion other than respect throughout the whole 45 minutes we spent sorting through the issue. (Unfortunately, I couldn’t see her nametag.) Such a major disappointment to watch all that poise and class disrespected by her supposed seniors.
Honestly, why should you be motivated to turn up at 6:00 am with a smile on your face and in full makeup, only to be delivered two very grumpy passengers who were put there by your management? I am sure nobody is paid enough for my extremely unimpressed face. This was not an ‘Act of God’, and this was not the occasional area of honest human error; this was a deliberate corporate strategy. Frankly, on behalf of frontline airline staff, I would like to state that it sucks, and there should be some serious discomfort and embarrassment.
Interestingly enough, we then got a more senior manager to explain how sorry he was, and he was equally nonplussed by my insistence that he also apologise to this colleagues. I wonder if, psychologically, it is the corporate version of Stockholm syndrome? Of course, the sad outcome is that, while this continues, nothing is going to change. Pedro also gave me the ‘all other airlines do this’ argument, which is never worth the time spent on it. Last time I looked, I could swear you were trying to differentiate yourselves. I guess, like Alexandra not wanting to own up to decisions, this only happens when it suits?
Leaving aside my law courses, which I am sure discussed the sanctity of offer and acceptance (and yes I know there are T&Cs), the crux of this is that airlines need to decide what they want to be and work on it. Don’t tell me we are going places together and then remove me from a flight because I am so unimportant. That mixed message is migraine-worthy. We can make our choices, and, as we do that, your staff will too.
We got home via Kuala Lumpur. A manager met us in Doha to provide some compensation. I just wanted my flight. At least we can have a nice dinner while I lament that this carrier has just become my ‘lowest priority’ too.
“I hope your day gets better…” I whispered to the extremely professional check-in person as we headed for our flight. I could so use someone with her skills.
Author: Rachael is an ‘accidental’ traveller who has lived outside of her native Australia for over 20 years. She likes driving and has driven through places such as India, Vietnam, Peru and Iceland.
