Yesterday I wrote about the customer service tweeps at American, Delta, and United based on just a couple of personal interactions with @AmericanAir and a fun little experiment. More comprehensively, my total experience with the company across several decades and a very positive story told by my cousin, Anna Darden, prompt the following observation.
American Airlines exhibits a deep and long-lasting culture of proactive customer service. They understand customer needs, based on information they already have, and take the initiative to provide service without waiting to be asked. Individual employees do things for their customers that can only happen because the company has systems and processes in place that grow out of this culture.
In the late 80's, I was travelling from Newark (EWR) to Los Angeles (LAX) with a change in Dallas (DFW). It was true then and is still true that operations at EWR, with its problematic runway configuration and congested airspace can get sticky in even the least of inclement weather.
That night, a winter storm was pouring snow and ice on the airport for hours. We left well over an hour late, after multiple false starts and two deicings of our DC-10. My connection time at DFW was 40 minutes. In those days, information was a lot harder to come by. With a current pocket edition of the Official Airline Guide (remember the OAG?), I figured out that there was a way to grab a later flight from DFW to Las Vegas (LAS) and then from LAS to LAX. It would take most of the night, but I would be able to appear for my 9:00 AM meeting the next day.
As it turned out, there was no need for all of that speculation and worry. American had a plan and used the information they already had to serve their customers. They knew that more than a dozen passengers on that flight from Newark were in the same situation. At DFW agents met the flight with signs and golf carts to take all of us as quickly as possible to the flight to LAX that they were holding for us! They got us and our baggage transferred quickly, closed the doors and took to the air. We arrived in LA only about ten minutes behind schedule, in plenty of time to get a good night's sleep and do more than simply appear at my meeting the next day.
That night, a winter storm was pouring snow and ice on the airport for hours. We left well over an hour late, after multiple false starts and two deicings of our DC-10. My connection time at DFW was 40 minutes. In those days, information was a lot harder to come by. With a current pocket edition of the Official Airline Guide (remember the OAG?), I figured out that there was a way to grab a later flight from DFW to Las Vegas (LAS) and then from LAS to LAX. It would take most of the night, but I would be able to appear for my 9:00 AM meeting the next day.
As it turned out, there was no need for all of that speculation and worry. American had a plan and used the information they already had to serve their customers. They knew that more than a dozen passengers on that flight from Newark were in the same situation. At DFW agents met the flight with signs and golf carts to take all of us as quickly as possible to the flight to LAX that they were holding for us! They got us and our baggage transferred quickly, closed the doors and took to the air. We arrived in LA only about ten minutes behind schedule, in plenty of time to get a good night's sleep and do more than simply appear at my meeting the next day.
You say they never do things like that any more? That airline employees don't care like they used to? Of course they do! Last week, my cousin Anna traveled from Cleveland, Ohio to Manchester, England, with a change of planes AND AIRPORTS in New York. Here is her story:
We flew AA from Cleveland to England and I was very pleased. We did have the change of airports and all, but the flight attendant came to us about 20 minutes before landing and confirmed our itinerary for us and even gave us directions.
The transfer from LGA to JFK was pretty smooth. When Adam went to purchase the shuttle tickets, the attendant informed him that for 3 people we would be better off taking a cab. It ended up being about $7 cheaper. Upon arrival at JFK the cab driver tried to tell us we were going to the wrong gate but luckily we knew better. Paid for curb side check-in (very good choice considering the line inside). At the gate I was called to the desk where they changed our seats to allow a designated attendant "bunk". Again, that was fine by me as we were all still together. It ended up being a double edged dagger though as we were the last row LOL. Nobody behind us to kick our seats but of course the bathrooms were in high demand on a 7 hour flight. The attendants were great with [my son] Dewey and were constantly complimenting him and us for his good behavior and amazingly good looks. He also got a signed flight diary from the pilot. Ultimately, we were VERY pleased with the service. I will be using AA in the future.That's perennial proactive customer service, consistent for decades! I too will be using AA in the future.
It's true. Air travel isn't what it used to be, even when you're flying with the best. The broader lesson here is not just about American Airlines or even the airline industry. It is about how to do relationship marketing. Take care of your customer. Put systems and process in place that enable proactive customer service. Create a culture of caring for the people you serve. That's how you create loyalty and get your customers coming back for more, for decades.
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