This reblogged post shows how often simple and inexpensive ideas create tremendous impression on customers. Here we go:
“An Amazing Experience My daughter came home from school to visit us over a recent holiday. She was flying on Southwest Airlines and checked a piece of luggage. When the suitcase showed up on the luggage carousel, we noticed the handle was damaged. Bummer! I’ve been through this before. Not happy, I walked into the …”
This article also has a reader commenting:
This comes as no surprise to us at all as the field staff in our country are hardly trained and empowered to handle abnormal situations. Their workplace eco-system is not conducive for displaying any initiative.
If you think about it this is hardly an infrequent happening and should be figuring in the top-10-problems airlines face with their customers with ready/recommended customer-friendly responses.