Air Travel; Experience is Everything

Air Travel; Experience is Everything

Source: Linkedin As the holiday season is around the corner, airports are experiencing the busiest period of their operation. Similarly, airlines are preparing to rip off passengers and maximizing their revenue through overweight baggage charges, credit card fees, and upselling and cross-selling other services. On top, they make sure passengers are going to experience high cost, inconvenience, and emotional distress by overbooking flights, separating you from your spouse or partner, and destroyed or lost luggage. Their mission is: to burn your holiday travel experience like a jet fuel!In my recent trip with Singapore Airlines, I experienced a canceled flight and poor communication making me think if airlines really understand the basic meaning of customer experience. Prior to flight time, there was no communication via e-mail or SMS about the delay neither any announcement to inform the waiting passengers at the boarding gate that the flight is delayed. The fact is the airline seems not to have a SOP for delayed or...
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