I am sure the airline industry could benefit from using some consumer Internet ideas. Besides the user interface enhancements, even baggage tracking would be a made a service that a passenger should be able to check. Or baggage could be tracked via GPS.
United should have not been prepared and taken better care of us when we landed in HK. They had 14 hours to plan. They knew our final destinations. They should have just handed our new boarding passes right there, instead of sending us to a transfer desk and go through a queue. Ditto in Singapore.
And did I mention that when the Air-India flight landed at 12:45 pm in the afternoon, they didn’t bother using the aerobridge, and instead loaded us on to buses? No excuse. Just disgust for customers. I don’t know whom to blame there – the airline or the airport.
All in all, the additional 12 hours in travel taught many lessons in how not to do customer service. I just hope we don’t make the same mistakes in our respective organisations when dealing with customers.