Originally Posted by
writerguyfl
Sorry, I'm not buying the "single employee as a problem" argument. If a single employee is horrible enough to make a long-term customer completely change travel providers, I'd bet that customer is going to speak up and report the employee.
Without surveyed data on this you cannot say that it either is or is not an issue. That's why I am wondering why the airlines don't ask.
Originally Posted by
writerguyfl
I completely understand your point-of-view. It's just that in my experience in hospitality, I don't think the cost of chasing after every departed customer is worth the potential benefits.
I'm not talking about winning these customers back. I'm talking about surveying them as to why they left. I've been really specific about that.
Originally Posted by
writerguyfl
Additionally, I'd bet that using surveys, airlines already know the basic reasons why customers are leaving. As I wrote earlier, if they aren't prepared to change those things, there's no use spending money to find out exactly why each individual has left.
You seem to know that these surveys of pax who have left HAVE been conducted. I am interested in this so could you elaborate, please? (NB: I am not being facetious here. If you have this info then I would love it if you could share).
I'm also not talking about appeasing individuals here. I am talking about surveying a specific group of passengers (ex-pax) and using the overall data to find out if there is a recurring reason why these people have left. If that reason can be corrected in a cost-effective manner aligned with the airline's overall goals then maybe the airline can avoid losing business cheaply. The little itty bitty reasons of each individual can be completely ignored.