JUST PLANE CULTURE
into automatons. (See previous postal worker scenario.) Why pay a person when a machine can do the same thing? Or can it? It’s fine when it works but it often drives customers nuts, “All I want to do is talk to a person!” Oh, you want to talk to a real flesh and blood person? “Yes!” That will cost you $25. “What?” This is big business telling you, “Here is your real-life customer service — I hope you choke on it.” It looks like the smaller businesses
are being economically pushed out of business by the larger, cheaper and less-personable big businesses. I guess this is progress. Has anyone flown an airline lately?
If you are my age, you remember how it was 25 or 30 years ago and
you wonder what happened. Service with a smile has turned into, “Get on the plane, listen to the automated safety announcement, buckle up and shut up.” If it’s a three-hour flight, you might get a drink and a bag of nuts while you’re sitting next to some guy in shorts, a tank top and shower clogs. I guess that’s appropriate attire. You dress differently if you’re in a nice restaurant compared to McDonalds. Even if you are in first class, you get the privilege of flying facing backwards in the newer interiors, and that’s weird. You feel like you are on the L train in Chicago. Oh yes, with the new configuration your carry-on baggage no longer fits in the interior overhead bins, as they now only have room for a large wallet. Again, you
see quality and customer service only when it slaps you in the face and wakes you up. You get that feeling that this can’t
be by accident. No company can be that detached from the customer. The airlines must have a master planning department where the employees are ex-Candid Camera writers whose sole purposes are to devise ways to upset passengers. A well-to-do friend of mine, who always flies first class between Chicago and Hawaii, was given a plastic fork and knife with a rather well-done steak dinner in flight. There has to be someone with a hidden camera on board, filming the passengers struggling to cut their steaks. Again, this can’t be by accident; it’s too coordinated, too well planned.
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everything it could be?
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DOMmagazine.com | may 2019
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