Originally Posted by
BlueMilk
Exactly my point.
Exercising judgement to deliver good customer service, or to initiate service recovery, should never result in diciplinary action. That it does is an endemic problem within AC's culture. A problem that, more often than not, lowers the overall service standard we'd like to have.
The perspective (I believe) taken by AC management is that such gestures lead to the perception (we all know it to be fact though) of inconsistent service.
Then there will be those who feel they are high value travelers (but really aren't) that will start whining, complaining and writing a litany of useless letters to AC that someone has to be paid to deal with.
Instead of exercising "good judgement" how about exercising consistently good customer services - this is where *some* AC staff are sorely lacking.