Why do airlines pay so much attention to customer service?
One of the most common requirements to be a TCP is to have experience in the customer service sector.
Let’s explain the REAL reasons for this issue.
(I’ll drop here the link of the airlines according to their clients and service on board
https://www.airlinequality.com/review-pages/a-z-airline-reviews/airline-review-ratings/)
In the pyramid of importance of a CABIN CREW (from most important to least) is the SAFETY of passengers, crew and aircraft (and in this order if possible)understood as the actions to avoid an accident or incident on board.
This area covers a very high % of CABIN CREW courses and is full of procedures to comply with and rules to follow (ramp assembly, cross check, use of O2, evacuation conditions, etc.)
(A link on the safest airlines today
https://www.falstaff.com/en/nd/the-worlds-safest-airlines-for-2022-revealed/)
The second point is SECURITY, where we avoid conflicts on board and situations resulting from violence on planes.
It is also full of regulations and procedures.
(Travel radar claims that El Al, famous for its security measures, is the first in this area.
https://travelradar.aero/israel-the-worlds-most-secure-airline/)
Conclusion: The first 2 points in order of importance, are highly standardized, with very clear rules and well-studied procedures.
In other words, practically all airlines carry out their functions of these two points in the same way. Almost all fly in a similar way.
What remains to differentiate one company from another in flight?
BINGO! Customer service.
That is why the treatment of the passenger, the attention, the ability to take into account the details, to anticipate the passenger’s needs is what will differentiate the customer’s experience on our flight.
With the same destination, and with a “similar price”, HOW I’M TREATED, is the most important point for a passenger and that difference, the treatment, is carried out by the company’s workers.
On the ground, the ground agents with their pre and post flight attention and in flight, mostly the TCPs.
(Even IATA has a customer service course
https://www.iata.org/en/training/courses/airline-customer-service/talm51/en/)
This is how the differences between companies are highlighted, on how they make the passengers feel.
As a summary, without forgetting the safety on board (SAFETY & SECURITY) which is paramount, customer service is what will make the difference.
Keep that in mind.
Meanwhile, may you find peaceful Skies.
Enrique. Qrewmentor Team.
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