Sometimes, the only thing we get out of that loudspeaker is an apology: "We are sorry for the inconvenience caused to the passengers."
But the recording sounds so dry. Everyone doubts the sincerity of the utterance.
In the Baiyun case, if the airport had kept notifying them of the change in weather conditions from time to time, the passengers would not have become so impatient.
If the airport had done anything at all to make the waiting less strenuous, the passengers would have felt better and would not have been so angry.
The authorities don't even need to do that much. For instance, when many passengers were forced to sleep on the floor, the airport could have sent some of its staff to clean the floor. That, by itself, would have made the passengers feel better during a time of anxiety. The airport managers simply did not move.
Another factor too contributed to the passengers' fury. Some passengers decided to head home and sought a refund. But they had a hard time getting the refund as only a few counters were equipped to deal with the matter.
"Why couldn't they open more counters for the refunds?" one passenger who had waited for more than 20 hours asked angrily.
And when some tried to retrieve their luggage, the process was made very cumbersome as the airport had dumped everyone's luggage (from different flights) at one spot, in a heap. Some people searched several hours but failed to locate their bags.
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