How popular is British Airways when it comes to bad customer service. Well!! They always seem to sneak in whenever bad service is talked about.
Recently easyJet was been dragged into a wrangle with their ground handling agents Servisair. The passenger handling company alleged how easyJet force their check-in staff to act more like policemen than customer service staff to meet the low-cost airline’s strict baggage rules.
But easyJet had this to say…
It was unfair for Servisair to blame the airline’s policies for bad customer service. “It is incorrect that easyJet puts excess pressure on the Servisair employees. It is also incorrect that the role of the agent has changed,” a spokesman said. “easyJet does expect a high level of customer service to be conducted by its employees and anyone representing easyJet.
Most airlines still execute 50% of their own ground handling, but an emerging drift towards contracting ground service indicates that airlines are on to cost-cutting measures. The outcome doesn’t count, as long as they don’t compromising on safety, efficiency and market rate.
Since their objective is to get rid of the inconsistency by concentrating on making quick money. easyJet should know that quality customer service takes a beating here.
3rd party contract much results into the development of definite grudge amidst the folks who are dealing with customers directly. Though this drawback is fatal, it often leads into undesired situations and bad reputation.
Interestingly, British Airways gets its share of reputation bashing in the comments to this Telegraph article as passengers relate their horrendous experiences with the flag carrier airline of the United Kingdom. This hijacks the story off easyJet-Servisair tussle. British Airways already uses a third party to undertake ground handling at the majority of airports around the world. Their woes never seem to end as the unions are still out to get their demands; and you can never be sure when your flight will depart.
Airlines fail to understand that customers only care about the flight which they pay in advance.
British Airways and easyJet will need to recognize that flying and ground handling is a service they provide, and no purpose is served when customers complain. Service providers across all sectors need to realize that the online hawk-eye watches for that one slip in customer service to put your goodwill into a tailspin. If you are not able to deliver customer service the way it should be done – customers will find better alternatives. And that’s what’s the story really is in this case be it easyJet, Servisair or BA.
