Originally Posted by
manymanymiles
What a fascinating collection of responses to my post.
I am still amazed by a couple of general opinions:
1. Loyal/return customers should expect no different treatment to a first time customer. This is not how I operate my business, everyone gets treated well but repeat customers always get treated better where possible.
2. An overall low level of service is acceptable and there is no expectation of anything better. Indeed it feels like any expectation of better service is unreasonable.
I expect certain perks but those don’t include a personal greeting (which is worth nothing to me) or things that are outside of the service standards. I expect to be able to get through on the phone in under a minute and have free seat selection at time of booking, free golf club transportation around the world when traveling with luggage and access to lounges in most places. It works for me. If it doesn’t work for you then find an airline that does. If you’re expecting to receive benefits that are not part of the service standard you’re in for more disappointment.
Now, service does vary by crew and some are better than others. Most of the time the variation is reasonable. If not you would have grounds for complaint.