Originally Posted by AS Flyer

In a restaurant, all issues are funneled through a general manager. Here's how an airline would go... keeping in mind that anything that costs money and is not safety related, is scrutinized heavily... first, they have to provide some incentive to people to be "secret flyers". Then they have to pay a small team of people to process the secret flyer reports. Then they parse out the individual concerns to the various departments involved. Given that it's all about customer facing stuff I would expect there would probably be components related to booking, checking in, boarding, service onboard, satisfaction with food/drink onboard, deplaning and baggage retrieval. In that alone you have like 5 different departments that would receive some sort of feedback. Then each department has to have some sort of procedure by which they address each issue which, as you already mentioned, would have to be run by the various unions of each department. If there are issues such as no PDB, there should be an opportunity to address why - perhaps catering didn't show up until the very end... Maybe someone just didn't feel like doing it, so they have to address that. It's kind of a significant undertaking as opposed to secret shopper sends report to corporate, they send to manager and it's addressed.... Just not as easy as you would think on the face of it.