Originally Posted by 24left

Just a reminder, this thread is not about the JD Power survey or the result of that survey. As I noted in my OP, there were already 2 threads on that topic.

Based on the Bloomberg article I linked asserting that cheap fares are how Americans judge airlines, I asked 3 questions:

- Are Air Canada customers cheap?
- Do they have high expectations of what they get for what they pay for?
- Can they solve problems on their own or do they rely on the media?

I asked those questions in reference to what I thought were key quotes in the article

1. "Some people’s frustration with carriers is keyed to sometimes unreasonable expectations"

2. "Adding to the pressures is that “social media has created a tornado for anything and everything".......

You can reread the Bloomberg piece.


My answer to these questions are:

1. Air Canada customers overall are just as cheap as any other airline out there these days. I do not think it is a reflection of Air Canada but rather a reflection of the times we live in. In many parts of the world, there is great stress on mainline carriers because their regions are buzzing with often efficient and affordable LCCs.

The difference is that Canada is just not big enough (population base) to have these multiple options. And make no mistake, rouge is not a LCC to the flying public, only to the bottom line of Air Canada. They can spin that anyway they want.

All of the airlines - including Air Canada - who decided to spin off every single thing they could think of selling separately, like a specific seat or a blanket - are responsible for the mess that ensued. And they are all responsible for the confusion and mayhem experienced by the non-frequent flier who just wants to get to their destination.


2. Do they have high expectations.....

Everyone does. People in Y who bought Tango expect to get to where they are going because they bought a ticket from Air Canada and assumed the ticket meant they would. People in J or PE expect the food and service which they were promised in the advertising and on AC's website.

Any other reason for not getting there (IRROPS, IDB/VDB, weather, whatever) is SOLELY on the shoulders of Air Canada. They sold the ticket. We here on FT and most FFs know this is not so cut and dried, that there are other issues like GDPs at the destination airport, or a computer problem that shuts down an airline for a few hours and so on.

LESSON: MANAGE EXPECTATIONS

I have been posting about this elusive concept for a long time. There are things that Air Canada does extremely well, and there are other things that, for some unknown reason, they have not been able to master or even manage and that would be how they communicate with their customers.

I won't post all the examples but a good many of them were poorly handled and poor outcomes were preventable. We can discuss later or in another thread called" Managing Expectations the Air Canada Way".


3. Can customers solve problem on their own or do they need the media to do it for them?

Depends on the demographics and personalities of the customers.

Some are just helpless and need an advocate.
Some were really screwed by AC or its staff and can't figure out how to fix the mess they are in.
Some are in fact clueless and have no idea how to fly in the modern world - and of that group, some refuse to do some research, learn the basics of what they need to know to fly. If I had the time, I would start a school/course "How To Fly and Not Freak Out" and it won't be for people who have a fear of flying.


Anyway, that was the purpose of this thread.
Thanks for reading.

Carry on.....