dealing with complaints

DEALING WITH COMPLAINTS

PASSENGER GRIEVANCES

EXERCISE

Why do airline passengers complain?

TOP 10 PASSENGER GRIEVANCES

1. Flight problems

Air travel is not always reliable.

Customers can often encounter flight

problems or cancellations, delays,

misconnections, or any other

deviations from schedule with or

without warning from the airline.

2. Baggage

Even if you make it to your

destination on time, there's always a

chance that your baggage won't.

Passengers complain about lost,

damaged or delayed luggage,

charges for excess baggage, carry-on

luggage problems, and difficulties

with airline claims procedures.

TOP 10 PASSENGER GRIEVANCES

3. Reservations, ticketing, and boarding

Getting your ticket right is an important

part of traveling by air. Airline mistakes

occur in the areas of reservations,

customers obtaining their tickets, and

passengers boarding the plane.

TOP 10 PASSENGER GRIEVANCES

4. Customer service

Unruly, rude, and unhelpful employees

can be a problem in any business - and

airlines are no exception, as evidenced

by the complaints about poor cabin

assistance and treatment of delayed

passengers. Passengers also complain

about poor airline food

TOP 10 PASSENGER GRIEVANCES

5. Refunds

What happens if you miss your flight or

want to switch to a different one?

Sometimes it's not so easy. People

often complain about obtaining a

proper refund from an airline for unused

or lost tickets or fare adjustments

TOP 10 PASSENGER GRIEVANCES

6. Disability

Despite the fact that some airlines

provide disability awareness training for

their employees, many people still

complain about issues related to

people with disabilities

TOP 10 PASSENGER GRIEVANCES

7. Oversales

It's a problem most people probably

don't worry about when they reserve

their tickets, but it seems that many air

passengers still have to deal with

overbooking on airplanes.

TOP 10 PASSENGER GRIEVANCES

8. Fares

Air travel can be expensive, and where

there are high prices, there are bound

to be complaints. Passengers complain

about incomplete information about

fares, discount fare conditions,

overcharges, and the cost of fares in

general.

TOP 10 PASSENGER GRIEVANCES

9. Other

There are countless "other" problems

that customers can come across when

traveling, such as problems with security

and bodily injury, but the most common

are complaints in the realm of frequent

flyer miles.

TOP 10 PASSENGER GRIEVANCES

10. Discrimination

Not including discrimination complaints

related to people with disabilities, there

are usually many other types of civil

rights complaints lodged against airlines.

TOP 10 PASSENGER GRIEVANCES

PASSENGER GRIEVANCES

EXERCISE

What shouldn´t you do if ever presented

with a passenger complaint?

PASSENGER GRIEVANCES

Ignore anybody

Sigh or Tut

Roll your Eyes

Discuss Passengers or

personal lives within Earshot

Blame Others

Argue

Get Angry

Turn your Back on a pax

Stay Calm

Apologise

Show Interest and empathy by listening

Clarify by repeating the Grievance

Acknowledge the Problem and walk away

Use the Passenger’s name

Suggest Solutions

Take Action & Follow Through

Thank the Passenger for the opportunity to help

Make a good will gesture

Listen to their feedback

PASSENGER GRIEVANCES

WHAT CUSTOMERS EXPECT FROM US

WHAT CUSTOMERS EXPECT FROM US

Talk/Acknowledge

Understand

Eye Contact

Be Sincere

Body Language

Tone of Voice

Look The Part

Listen

Smile

HOW AM I BEING PERCEIVED?

Am I Listening?

Am I acting Interested?

Is my Body Language right for the Occasion?

Is the Tone of my Voice correct for the Situation?

How is my Appearance?

THE POWER OF POSITIVE THINKING

Believe in Yourself

Learn From Others

Take Pride in your Work

Be Enthusiastic

Be Tolerant

Be Willing to Change

Co-operate with Others

Keep a Sense of Humour

EXCEPTIONAL CUSTOMER SERVICE

Exceptional

Customer Care

depends on you!