We recently went on vacation. To get there we used our frequent flyer miles on two of our three tickets. I traditionally have a "go-to" carrier, and for this trip they shifted us to another airline. This was a big mistake.
First, let me share with you a little bit about the third ticket we booked with my "go-to" carrier.
The day before we left, I did the online check-in for the third ticket, which was for my daughter. An option came up where I could upgrade her ticket to first class for $69. The first class seat included two "free" bags. Since the cost of bags was $20 each on this airline, the upgrade would really only be $29. I thought this would be a nice surprise treat for her and booked it.
When we arrived at the airport for our trip, my daughter's flight had been canceled due to severe weather. She ended up being placed on our flight with us, which I actually preferred. She transferred over, but her first class seat did not.
I called the "go-to" airline after we got checked in and all three phone numbers I had gave me a recorded message that they couldn't answer any calls at this time. I tried again later in the day and got the same message. I figured I would inquire at the airport on our return.
Let's jump back to the beginning of the story really quick. We probably average about 15 flights per year and all but 10% of the time we use the same "go-to" carrier. This isn't a huge amount of travel, but it's enough to develop loyalty to one airline.
So, we're getting ready to utilize our frequent flyer miles and we get bumped to another airline. Interesting, they must have some arrangement where they pay less for the seats on the other airline then they would on their own carrier. In the end, by moving us to another carrier they're not "losing" on our "free" seats.
But then I'm thinking the marketing department of the other airline must know this too because they bumped us up to FIRST CLASS! How smart is that? They are treating us like the loyal customers we are and we don't even use them. Of course, all this may not be true but it sure seems ironic, doesn't it? I have never once been upgraded to first class on my regular airline.
The also didn't have a baggage fee. Yet another plus. That saved us a ton on the way down because each bag is around $20.
Unfortunately on our way home we were back to our usual airline. Back to our old coach seats. Back to our $20 baggage fee. When we arrived at the airport I asked about the first class up charge/cancellation from the trip down and was told to contact Customer Care.
On top of everything, I was informed I owed an extra $50 because my bag was 7lbs over the limit. Seriously? $70 to get my bag back to Cleveland. I think not. I relieved my bad of a few pairs of shoes and a couple of books and we were back to the already over priced $20.
In the wait time before our plane took off I called Customer Care and was greeted with yet another recording explaining that they can only be reached between 8-5 Monday through Friday. Not, "I see that you're a loyal customer and I'd be happy to take down your name and number and call you at a time that works best for both of us," as I should have heard. The burden is all mine. Maybe they're assuming I'll think I'll never get anywhere and just give up on the $69.
But they've got another thing coming. Rather than give up on the $69 (which I will recoup), I will instead gladly give up the airline all together. I will now utilize any other airline that can treat me like a valued customer.
What's the moral of this tale? Be sure to follow the golden rule and treat others like you'd expect to be treated. If you don't, your competition will do so for you.
First, let me share with you a little bit about the third ticket we booked with my "go-to" carrier.
The day before we left, I did the online check-in for the third ticket, which was for my daughter. An option came up where I could upgrade her ticket to first class for $69. The first class seat included two "free" bags. Since the cost of bags was $20 each on this airline, the upgrade would really only be $29. I thought this would be a nice surprise treat for her and booked it.
When we arrived at the airport for our trip, my daughter's flight had been canceled due to severe weather. She ended up being placed on our flight with us, which I actually preferred. She transferred over, but her first class seat did not.
I called the "go-to" airline after we got checked in and all three phone numbers I had gave me a recorded message that they couldn't answer any calls at this time. I tried again later in the day and got the same message. I figured I would inquire at the airport on our return.
Let's jump back to the beginning of the story really quick. We probably average about 15 flights per year and all but 10% of the time we use the same "go-to" carrier. This isn't a huge amount of travel, but it's enough to develop loyalty to one airline.
So, we're getting ready to utilize our frequent flyer miles and we get bumped to another airline. Interesting, they must have some arrangement where they pay less for the seats on the other airline then they would on their own carrier. In the end, by moving us to another carrier they're not "losing" on our "free" seats.
But then I'm thinking the marketing department of the other airline must know this too because they bumped us up to FIRST CLASS! How smart is that? They are treating us like the loyal customers we are and we don't even use them. Of course, all this may not be true but it sure seems ironic, doesn't it? I have never once been upgraded to first class on my regular airline.
The also didn't have a baggage fee. Yet another plus. That saved us a ton on the way down because each bag is around $20.
Unfortunately on our way home we were back to our usual airline. Back to our old coach seats. Back to our $20 baggage fee. When we arrived at the airport I asked about the first class up charge/cancellation from the trip down and was told to contact Customer Care.
On top of everything, I was informed I owed an extra $50 because my bag was 7lbs over the limit. Seriously? $70 to get my bag back to Cleveland. I think not. I relieved my bad of a few pairs of shoes and a couple of books and we were back to the already over priced $20.
In the wait time before our plane took off I called Customer Care and was greeted with yet another recording explaining that they can only be reached between 8-5 Monday through Friday. Not, "I see that you're a loyal customer and I'd be happy to take down your name and number and call you at a time that works best for both of us," as I should have heard. The burden is all mine. Maybe they're assuming I'll think I'll never get anywhere and just give up on the $69.
But they've got another thing coming. Rather than give up on the $69 (which I will recoup), I will instead gladly give up the airline all together. I will now utilize any other airline that can treat me like a valued customer.
What's the moral of this tale? Be sure to follow the golden rule and treat others like you'd expect to be treated. If you don't, your competition will do so for you.
About the Author:
Kathy Jiamboi has 14+ years experience in Relationship and Direct Response Marketing and is President of Creativedge Marketing and Ready2Go Client Contact, in Cleveland, Ohio. Ready2Go Client Contact, a done for you program allows her customers to easily and quickly build client relationships. She offers FREE expert marketing tips to anyone seeking to gain more customers.
0 comments:
Post a Comment