Air travel used to be a delightful experience. Flying was a luxurious privilege that people looked forward to. However, in recent years, the perception of air travel has taken a U-turn. Nowadays, some people dread just the thought of flying. The reason for this shift in perception for some people is the decrease in customer service. The list of complaints about airlines seems never-ending, and things seem to be getting worse with each passing year. The question is, why is customer service getting worse when you fly?
Good customer service means a lot to people in any situation. If you go to buy something in a store, you expect staff to be polite to you and serve you in a timely way. You expect your internet service provider to deliver the service you’re paying for, and you expect to be able to speak to them about a problem easily so they can fix it quickly. We expect the same level of service from airlines and tour operators, and perhaps even more so because flights and vacations cost a lot of money. Yet the reality is that customer service is often poor, it can be difficult to speak to a human on helplines, and we sometimes don’t receive a good level of service on our flights. So why does it seem like customer service is only getting worse when you fly? Let’s take a more detailed look at the issue.
More Customers are Demanding Compensation for Delays and Poor Service
One of the leading causes of customer service decline in air travel is that more customers are demanding compensation for delays and poor service. With an increase in customer expectations and their willingness to fight for what they believe is owed to them, airlines are dealing with more and more customers contacting them. This is also because customers have more to complain about too. Poor service, late arrivals, neglected passengers, downgrading and damaged luggage are just some of the things air travel customers have to complain about.
For people who have flights departing from or arriving in the UK or EU countries, they are protected by legislation for air travel customers. These customers who experience a problem they believe warrants compensation need to lodge it directly with the airline or travel company. For example, just some of the TUI complaints commonly made are due to flight delays, cancellations and diversions, as well as baggage loss and damage, poor in-flight amenities and accessibility issues. However, the way in which a company handles these complaints is at their discretion, and customer service throughout the process is not guaranteed to be good.
Airline Consolidation
One reason for the decrease in customer service for airlines is the ongoing consolidation of airline companies. In recent years, there has been a consolidation of the industry that has led to fewer airlines controlling a larger market share. When a few companies control the market, it leads to a lack of competition, consequently reducing the drive for excellent customer service. Airlines no longer feel they have to give their customers a reason to choose them over their competitors. As such, airlines are cutting corners and reducing services to save money.
Overcrowding
Another reason why customer service is getting worse when you fly is the overcrowding of planes. Airlines are using larger planes, and as a result, increasing the seats, but not the legroom. The seats inch closer together, giving passengers little or no elbow room. This makes for an uncomfortable flight, and it makes it difficult for customers to enjoy their flights. Some airlines have added seats right outside of the bathrooms to maximize business revenue. This has made already cramped cabins much more claustrophobic.
Outdated Technology
Airline customers once counted on a personal touch from airport staff, but technology has taken over. Automated check-in kiosks now take the place of human interaction. Many airlines see this shift towards technology as a money-saving tactic rather than appreciating the value of human interaction and customer service. However, the technology being used is outdated in many cases. Websites that are slow and crash, online booking glitches, poorly written apps, outdated terminals, and more, have all contributed significantly to the downturn in customer service. Airline customers rarely come across innovative technology that inspires them.
Cost Cutting Measures
One of the most significant reasons why customer service has taken a turn for the worst is cost-cutting measures. Airlines can be a low-margin business, and many airlines have no choice but to find cost-cutting strategies. This can come at the expense of quality – some major airlines are skimping on services, reducing food portions, charging for all entertainment, and cutting down counter personnel. This becomes a serious problem, as airlines that have always looked to reduce their costs, are eventually sacrificing the quality of their product.
Employee Morale
The employee’s morale of an airline company can factor into a passenger’s negative experience. Airline employees are often underpaid and overworked. The continuous cost-cutting measures of airline management leads to overworking employees and asking more from them for less pay. The result is a demotivated and burnt out workforce. Airline workers who are not appreciated and overworked cannot provide top-notch customer service. Instead, stressed and overworked employees exhibit poor attitudes exhibited towards customers.
Ongoing Impact of Covid-19 on the Travel Industry
Finally, the ongoing impact of Covid-19 has had an immense effect on customer service in the airline industry. Airlines are now operating at a fraction of their capacity as some travelers avoid extended journeys. This has led to massive layoffs and furloughs, leaving the remaining staff overwhelmed and unable to provide the same level of customer service they once could. Airlines are also having to deal with an influx of customers seeking refunds and some not understanding why their flight may have been cancelled or delayed. This has extended waiting times for those needing to speak with customer service personnel and negatively affecting the customer experience.
In summary, customer service on airlines is not as good as it once was, and there are several reasons for this. The consolidation of the airline industry, overcrowding of planes, outdated technology, cost-cutting measures, and employee morale has all led to a decrease in customer service. The aviation industry is in tight competition and must find a balance between making profits and ensuring that they provide adequate customer service. Until airlines find the correct balance, we can continue to expect some poor experiences when traveling. As a customer, it might be helpful to research before choosing the airline company with which you will do business.