In-Flight Service
Apr 27, 2000 | 11:16 am
#1
Original Poster
Join Date: Apr 2000
Location: Chicago, IL
Posts: 11
In-Flight Service
Does anyone know the specifics of how airlines evaluate in-flight service (of F/A's)? I believe that at times they utilize airline employees to act as "ghost riders". Does anyone know if they work with any third-party organizations to do the same thing? Or, is customer service even a measure they look at?
Thanks!
Thanks!
Apr 27, 2000 | 1:01 pm
#4
Join Date: Jul 1999
Location: SEA
Posts: 3,178
Lurch, dead on!
Willie, welcome to FlyerTalk...
There was an article I read about 6 months ago about this very issue. Wish I could remember where...it said that a few domestic airlines were using 'secret shoppers' to monitor in-flight services. Can't remember which ones though....
I don't think it mentioned whether they were third-party or airline employees travelling incognito. Good question though.
Willie, welcome to FlyerTalk...
There was an article I read about 6 months ago about this very issue. Wish I could remember where...it said that a few domestic airlines were using 'secret shoppers' to monitor in-flight services. Can't remember which ones though....
I don't think it mentioned whether they were third-party or airline employees travelling incognito. Good question though.
Apr 27, 2000 | 2:48 pm
#5
Original Poster
Join Date: Apr 2000
Location: Chicago, IL
Posts: 11
Shadow - Thanks! I've been brainstorming for a way that a person could fly (as a passenger) for a living. I figured that if the airlines were spending resources (either by paying their own employees to fly "ghost" or by paying a third party) to evaluate service that there might be a market there. I will keep digging...
Apr 27, 2000 | 6:08 pm
#6
Original Member
Join Date: May 1998
Location: Detroit, MI
Posts: 2,684
What you're talking about is a "shopping service" of which there are lots of different ones out there. (I was a mystery shopper for KFC for 3 years in the 80s). During that time I remember flying on TWA and the flt attendants commenting that they could always tell when they were being shopped b/c the same person did an out/back trip (e.g. STL-BNA and then right back to STL).
Search for "mystery shop" and you'll see some of my war stories
jl
Search for "mystery shop" and you'll see some of my war stories
jl