Whats your perception?
Apr 11, 2006 | 8:17 pm
#16
Join Date: Jun 2005
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Originally Posted by LostInAmerica
Perception is highly subjective, but I do not think that the TSA views passengers as "customers". Although they technically work for us, in my opinion they seem to view all passengers as an inconvenience that must be dealt with.
But the airlines, who are in a service business, seem to have a problem with the concept of "customer service". If I treated my clients the way that airlines treat their customers I would soon be out on the street. Airlines keep telling us that we have voted and that price is the deciding factor in air travel. But since airlines typically have almost the same fares (but it is somehow not price fixing) I would think that one of them would take the initiative to distinguish themselves in the marketplace by offering a superior quality product. But the herd mentality is strong and creative thinking is in short supply...
But the airlines, who are in a service business, seem to have a problem with the concept of "customer service". If I treated my clients the way that airlines treat their customers I would soon be out on the street. Airlines keep telling us that we have voted and that price is the deciding factor in air travel. But since airlines typically have almost the same fares (but it is somehow not price fixing) I would think that one of them would take the initiative to distinguish themselves in the marketplace by offering a superior quality product. But the herd mentality is strong and creative thinking is in short supply...
If you noticed they gave that up as they felt it did not matter. There was not a large increment in business.
I reluctantly purchase airline tickets. The best service we get is just OK.
TSA has been a bit more professional lately, but I did not chose them. It isn't like I can choose another TSA.
Apr 11, 2006 | 9:14 pm
#17
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Folks, the OP asked a provocative question and lets try to keep the answers on-topic, informative and civil.
Id like to see this thread continue with some meaningful discussion.
Thanks for your cooperation.
_______________________
Cholula
Travel Safety/Security Forum Moderator
Id like to see this thread continue with some meaningful discussion.
Thanks for your cooperation.
_______________________
Cholula
Travel Safety/Security Forum Moderator
Apr 12, 2006 | 12:41 am
#18
Join Date: Jul 2004
Location: ANC
Programs: AS MVPG 75K, UA 2P
Posts: 1,453
Civil Servants
I'm not a 'customer' of the TSA. The current Administration's penchant for turning government functions into faux private sector 'relations' is becoming rather tiresome. TSA employees are there to serve the flying public: they are civil servants. Unfortunately, they are for the most part not terribly civil and certainly not servile.
The garden-or-common TSA employee suffers from the same malady that many short men exhibit: unwarranted arrogance and a permanantly chipped shoulder. As government created this army of tin corporals, it will take government to sort them out. Don't forget to vote in the mid-term election!
The garden-or-common TSA employee suffers from the same malady that many short men exhibit: unwarranted arrogance and a permanantly chipped shoulder. As government created this army of tin corporals, it will take government to sort them out. Don't forget to vote in the mid-term election!
Apr 12, 2006 | 3:40 am
#19
Join Date: Feb 2006
Location: UK
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I am a customer of the airlines.
I interact with the TSA and their counterparts throughout the World, but I do not - and never have - considered myself as their customer.
I interact with the TSA and their counterparts throughout the World, but I do not - and never have - considered myself as their customer.