My Flight was scheduled a 8:10 am from Bangalore Airport, I reached the Airport at 7:10am, did not have any luggage for checkin, the queue was starting from the entrance of the Airport to the Indigo Counter, which was the single queue for all the indigo flights for that morning.I reached the counter 5 minutes late. Had to take next avaliable flight after paying the difference in fair.
What if you get late to take your Boarding pass by 5 minutes because of the long queue at Indigo Airline Counter?
What if the same flight is delayed by half an hour or more because of Fog, however you are still waiting for an answer apart from "I am sorry but you will have to pay for the difference in the fair to get another flight"?
What if you have some emergency and could not pay for the difference in fair.
There is always a thin line between a Satisfied Customer and Dissatisfied one. Always a Line beween being Flexible and rigid, always a difference between finding a solution and dismissing there is no support. I have worked for end users for quite sometime to understand the difference. The answer is called as "taking Pain". It won’t give the Airline more business, it won’t give the staff more money, it won’t make the customer take more flighs even if there is no need. So how its creating a difference?
The difference is called as "Brand Name"
If IBM is celebrating 100 years of Excellence,
Coke is celebraing 150 years of Sharing Happiness,
Tata is celebraing such long years of providing excellent service,
There must be something other than money and bussiness which is keeping it alive.and the reputaion which customer trusts without any question.(If customer can question, then its not a deal worth while, c.g. Fortis.)
1st one is Good Product and the second one is good people who are driving the business. It does not mean good higher managment, it means everyone who represents the company. Even the sweeper who is working there.
So "I am sorry" is not enough, because subtly everyone knows when you are faking it and when you are not. When you could acually do something and when you just won’t do it for a little more incentives.
There is no conclusion to this, and I am very sorry that I could not hear anyone telling me at the very back of the queue to collect the boarding pass soon.
I think I missed hearing. "I will try to help".