I may seem that I defend airlines. I don't. It's just that, in this particular case, these parent screwed it up big time (starting for never buying a ticket for a pax that they intended and was required to be seated, before they even knew that an incident was going to happen) and the airline had the legal right to do what they did (again although enforcing the contract is not always the best move).
Has anyone read "Moments of Truth" by Karlson? There seems to be a reason why this customer satisfaction strategy doesn't seem to be the most profitable these days.
Has anyone read "Moments of Truth" by Karlson? There seems to be a reason why this customer satisfaction strategy doesn't seem to be the most profitable these days.
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