Customer Service: Give Credit Where Credit is Due
We’ve all been there: air travel punctuated by flight delays, cancellations, missed connections or poor customer service. And sometimes all of the above!
Human nature being what it is, we must admit that we often find it easier to criticize than to praise. And, sadly, we don’t waste any time exercising that inclination.
Yes, it’s true that frustration and challenges appear to be part and parcel of the modern travel experience. And yes, it’s easy to criticize our colleagues in the airline industry – from TSA representatives to gate agents and everyone else we encounter along the way.
But while many of our complaints are justified, we would do well to remember that airlines are operated by people who are often called on to “fix” issues that are beyond their control.
The truth is, these workers suffer their fair share of abuse from angry, irate and sometimes unreasonable customers, making their jobs incredibly difficult to perform at times.
Today I’m grateful to be able to share a different kind of experience I had with American Airlines (AA) while returning from this week’s Florida-Caribbean Cruise Association Conference, which was held in Santo Domingo in the Dominican Republic.
In my haste to clear security and grab a bite to eat, I left my passport holder which contained several critical documents at the check-in counter. I only discovered my mistake because I was looking for an airport lounge pass to accommodate my videographer whose flight had been delayed. But it was time to board, and I quickly realized I would be unable to return to the check-in counter to retrieve my possessions.
What to do, I wondered? A colleague encouraged me to head to the gate to report the issue.
Much to my delight (and surprise), the American Airlines team members worked together not only to ensure that my passport holder was received but also that I was able to make my flight to Miami with time to spare.
Hats off to the excellent AA team at Las Américas International Airport for its commitment to service. Earlier, the check-in agent encouraged one of my travel companions to have a carry-on bag checked at the gate to avoid a US$35 baggage fee.
So, the next time you encounter travel frustrations – and rest assured, you will – I encourage you to remember these wise words from the Word: “Treat others the same way you want them to treat you.” (Luke 6:31, NASB 1995)
Muchas gracias, Team AA @SDQ. You made a world of difference in this traveler’s journey.
Traveling mercies, everybody.
