Emergic: Rajesh Jain's Blog

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Flying Trouble – Part 5

May 11th, 2012 · 3 Comments

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.

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3 responses so far ↓

  • 1 Vishal // May 12, 2012 at 1:21 pm

    I thinks these incidents frustrate everyone and reason for these i believe is our ethics of engagement in every aspect of society has diminished. Cultural and mindset change is required else we are heading for a failed state..

  • 2 raychenon // May 12, 2012 at 3:27 pm

    Some airlines ( ex : Cathay ) give a baggage identifier when checking. Though never tried to track the baggage.
    You can read on my blog about HK airport.

    Recently due to “bad weather conditions”, passengers waited 3h in the plane before take off. The only compensation was a haagen-dazs.

  • 3 Agen Domino // Oct 7, 2017 at 5:19 am

    Recently due to “bad weather conditions”, passengers waited 3h in the plane before take off. The only compensation was a haagen-dazs.

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