An investigation is underway into how a woman boarded an American Airlines flight at Nashville International Airport and flew to Los Angeles without showing a ticket last week, officials said on Friday.
29.01.2024 - 01:41 / forbes.com
I recently talked to Megan Jones, an editor for Call Center Helper, a magazine focused on the contact center world. We discussed turning Moments of Misery™ (complaints) into Moments of Magic® (positive customer experiences), and she shared a story.
Jones was taking an easyJet flight from Madrid to London. The passengers had boarded and all the baggage was loaded when the captain announced that everyone had to deplane due to an unusual situation. The captain simply told the truth: a passenger spotted a scorpion, but it quickly disappeared. So, in the name of safety, the airline would move everyone and their bags to another plane.
Of course, nobody likes to be delayed, but what was surprising is that none of the passengers were angry or upset. They were happy to get off the plane. Some were even eager or frantic to get off the plane. Many thanked the captain and appreciated the airline for keeping them safe.
I loved that story and was compelled to share my American Airlines experience from the day before.
My flight was also delayed, although it had nothing to do with a scorpion. It was a mechanical delay. The captain made the announcement, and as you might expect, nobody was happy. You could sense the tension. After 15 minutes, the captain made another announcement and promised to keep us informed. The tension started to ease.
We were periodically informed of the progress, and after over an hour, the captain had the passengers deplane but asked them not to leave the boarding area. After everyone was off the plane, another captain came out to the ticketing area, took the microphone, and announced that we were switching planes.
Here’s what’s interesting. He wasn’t our captain. He was another American Airlines captain who was on our plane and flying home. He wanted to help his team, so he came out to talk to the passengers while the actual captain of the plane was speaking to the maintenance crew. He was friendly and even tried a stab at humor. After his short “speech,” the passengers gave him applause.
I looked at the person next to me and said, “Look at that! A standing ovation for the captain!” Okay … everyone was already standing, but he still got a round of applause, something that I’ve never seen given to a captain from any airline talking about mechanical delays. The reason was similar to why Jones’ easyJet flight passengers weren’t upset about their delay. Actually, it was two reasons:
1. Communication: In both situations, the captains of their planes were quick to communicate with passengers, informing them of the reasons for the delay. When something goes wrong in any business, uninformed customers (or passengers) become frustrated, which can lead to anger. While communication won’t solve the
An investigation is underway into how a woman boarded an American Airlines flight at Nashville International Airport and flew to Los Angeles without showing a ticket last week, officials said on Friday.
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