Last week I had the opportunity to fly three different domestic airlines. On the face of it, the experiences were pretty similar – the aircraft were comparable, the food was average (and sadly had to be paid for), ticket prices were at parity, and all the flights were delayed for various reasons.
However, one of the airlines did manage to impress me with their focus on the ‘small details’.
However, one of the airlines did manage to impress me with their focus on the ‘small details’.
For instance, the boarding was through a ramp rather than a staircase. The initial greeting added a thoughtful ‘Boys and Girls’ to the “Ladies and Gentlemen”. We were informed of the many different languages the crew spoke. The announcement for laptops to be switched off was accompanied by a reminder to save ones work. Help was sought for speedy clearance of used cups and food containers with the explanation that it helped in speedy turnaround of aircraft. The crew was firm with those passengers who refused to switch off their phones, hanging around near their seats till they complied. (They were also quick off the blocks in announcing when cell phones could be switched on.). And even before we took off, everyone was subtly reminded that we had made up for the initial delay!
It’s often the little ideas that make a lasting impression. And what’s more, they usually cost no more than a few good conversations!
(Thoughtflo does not hold a brief for any airline company!)
It’s often the little ideas that make a lasting impression. And what’s more, they usually cost no more than a few good conversations!
(Thoughtflo does not hold a brief for any airline company!)
