Is it wrong or right to expect airlines to cater to your whims?

[Mal]

Where do you draw the line between service and what you expect to happen?


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[mella2007]

Something upsetting you Mal?

Well if I'm paying for an experience like a decent J product, then I do expect to be taken care of. Yes mistakes can/do happen, but with the right service and good attitude anything can be smoothed over.
It's when you get cough service and cough product (when you're expecting much more) that I have little patience.

 

[JetLagged]

I thinkthat Mella is on the right track there - if you pay for a product - you expect to receive the quality of product which is on offer. If the product does not meet that standards, then I'd be damn well annoyed, such as inferior J product, meals not up to reasonable standard. IF I was pissed off being my absoluste favourite champagne, err, sparkling wine, was not on offer but something on a comparabale level was, then I don't have much to whinge about.

Difference betweeen whinging and complaining with justification, I guess.

 

[mella2007]

I thinkthat Mella is on the right track there - if you pay for a product - you expect to receive the quality of product which is on offer. If the product does not meet that standards, then I'd be damn well annoyed, such as inferior J product, meals not up to reasonable standard. IF I was pissed off being my absoluste favourite champagne, err, sparkling wine, was not on offer but something on a comparabale level was, then I don't have much to whinge about.

Difference betweeen whinging and complaining with justification, I guess.

Absolutely. I look at the following based on myself over the last few months

BA Club Europe (Domestic Business): One FA very attentive, Food half decent, magazines offered, hot towel etc....Seat itself was cough, as well legroom and recline. But his cherry attitude made up for it a little.
CX J Long Haul: All FA's greeted by name entire flight, I dont drink alcohol but was offered other alternatives, As soon as I woke up, breakfast was served to me....seat and comfort fantastic
CX J Domestic: IFE didn't work. FA gave $100 USD to pick from duty free catalogue then and there. Went over and beyond with apologies.
VA J Domestic: I'm allergic to both meals on board...FA tried to assist and at least got a warm roll with butter She was a great FA, but I was let down by the product and meal (no option domestically to let them know of food allergies)
QF J Domestic: Seat recline and seat rest wouldn't work. CSM and FA both very apologetic offering wine (I still don't drink!), chocolates, anything to apologise. Their service is what didn't make write a letter of complaint.

 

[mella2007]

Apologies for my "cherry attitude" comment...perhaps that's a new one we could use LOL

 

[drron]

Which ever airline it is they should cater to the whims of Tony Hancock.:shock:

 

[anat0l]

I thought Mal's question was more just a general one, perhaps in light of many threads where people post something that's happened to them; some say that they've expected too much and others say they should've pressed the matter.

I'm probably more easy going in the premium cabins than most on this board. If I fly J and they forget to pass around hot towels, I don't get too bothered about it (to the point where it's more, "meh"). Others will come on here (actually, more a FT behaviour; we're slightly more... 'mature') and post that the world is falling down.

It's not an easy question to ask, as the natural answer of 'of course airlines should cater to one's whims' is not flat out correct. Passengers can and do make some rather unreasonable requests, or have unrealistic expectations. Other times, passengers can make a mountain from molehill issues (yes, an issue may be an issue, but it doesn't require calling the NATO forces to sort out, or even be bothered with).

I could probably list a few common things I expect, e.g. on international J or F, but that'd make this a bit too long a post as it is. As a minimum, I expect professional service (not perky, not necessarily bright and bubbly); any problem, issue or stuff-up I expect a minimum acknowledgement and sincere, verbal apology: "sincere" does not mean begging, foot kissing - it means it was meant in a humanly way. And the minimum is an apology - if it stops there, depending on the size of the issue, more often than not, that's OK. I'm not expecting every single stuff up to be documented into a letter with a minimum recovery package totalling 50,000 miles and/or a free upgrade per transgression, as it seems to be on the "other board".

 

[HarryB]

I thought Mal's question was more just a general one, perhaps in light of many threads where people post something that's happened to them; some say that they've expected too much and others say they should've pressed the matter.

I'm probably more easy going in the premium cabins than most on this board. If I fly J and they forget to pass around hot towels, I don't get too bothered about it (to the point where it's more, "meh"). Others will come on here (actually, more a FT behaviour; we're slightly more... 'mature') and post that the world is falling down.

It's not an easy question to ask, as the natural answer of 'of course airlines should cater to one's whims' is not flat out correct. Passengers can and do make some rather unreasonable requests, or have unrealistic expectations. Other times, passengers can make a mountain from molehill issues (yes, an issue may be an issue, but it doesn't require calling the NATO forces to sort out, or even be bothered with).

I could probably list a few common things I expect, e.g. on international J or F, but that'd make this a bit too long a post as it is. As a minimum, I expect professional service (not perky, not necessarily bright and bubbly); any problem, issue or stuff-up I expect a minimum acknowledgement and sincere, verbal apology: "sincere" does not mean begging, foot kissing - it means it was meant in a humanly way. And the minimum is an apology - if it stops there, depending on the size of the issue, more often than not, that's OK. I'm not expecting every single stuff up to be documented into a letter with a minimum recovery package totalling 50,000 miles and/or a free upgrade per transgression, as it seems to be on the "other board".

This sums it up for me too


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[docjames]

Which ever airline it is they should cater to the whims of Tony Hancock.:shock:

But then, they should know who he is.....:mrgreen: