You book a business class ticket 6 months in advance, pay full price and hours before you leave get downgraded to economy. When you complain, you get rerouted with no compensation and plenty of apologies. Longer journey, mixed bag of seating assignments, no rest for the weary. It wasn’t me at the receiving end of this service nightmare, but it hit home close enough.
How quickly we lose faith in the companies we admire. They throw caution to the wind, treat their customers with disdain, and realize they can get away with it because they are equally as bad as the competition.
In any service organization, after a certain point, apologies ring hollow. We have got to fix this mess called our airline industry. They are lucky that customers don’t have alternatives choices, or they would bite the dust faster than our ability to say, @delta sucks!
About Hemant Rustogi