No, I’m not Paul Revere and our crooked teeth friends across the Atlantic are posing us no threat. I did however learn that Delta has re-implemented their “Red Coats” customer service agents and will be expanding their reach throughout the summer. Who are these Red Coat donned people? They are the ones who are supposed to be “in the know” and able to fix whatever problem you have with the Delta. They must be God. Everyone knows the airlines have so many problems with their customer service, business model, etc, that I doubt any mortal will be able to fix their problems, red coats or not.
While this is a gesture that shouldn’t go unnoticed (or the fact the Delta often ranks very low on customer surveys), but can it really fix the problem? While I’m a relatively young guy, I do remember the days when flying was an experience. I remember one of the first flights I took as a child…putting on my dress shirt, clip on tie, dress pants and my penny loafers…pennies and all. Back then, you dressed up to get on a plane. People could say goodbye and hello to you at the gate. People who flew looked at it like a luxury…because it was more of a luxury. You were pampered on those flights. You even got meals (I can’t remember if they tasted like rubber or not, but we got them).
Now the whole flying experience is full of pain, stress and there is hardly any pleasure except landing safely. From the TSA security lines, to the overbooking of too few flights, flying anywhere makes you think twice. On top of it all, we are getting charged for every aspect of the flight: pillows, soda, snack, luggage…soon bathrooms! We have to use our own computers, electricity and internet service to book the flight. If we call for help…tack on $35 dollars to the ticket. The carriers say they do it so they can survive, plus we are getting “used” to such items. Right now I can only blame us…the customer. We scour the internet for hours upon hours, days upon days to find the cheapest ticket. The airlines figured out…you want a cheap ticket…okay, but nothing else is included. I’m waiting for the day when I get charged extra to sit down, rather than stand and to have a veteran pilot, rather than a newbie.
If Delta or any of the other airlines actually want to help passengers and have them enjoy flying again, they are going to have to spend a little money. They need to really make the flying experience an experience again. While people like a good deal, I think most customers also will pay a little more for a good product. I don’t fly Spirit anymore because it was no better than flying on a greyhound bus. How come a company like Apple can sell so many computers that are MORE expensive than a PC? Because it works a hell of a lot better! If an airline decided to improve the entire experience, I guarantee you that customers would be willing to pay an extra 20 bucks a ticket, or even put up with the baggage fees. Instead of spending all that money on Red Coats, here are some of my dream suggestions:
1. More kiosks. Since most customer service agents are jerks anyways, how about have more electronic kiosks around to help passengers rebook cancelled flights (with NO fees) and give out food and hotel vouchers, etc. If an airline knows a flight has been canceled and does this stuff anyways, why make people wait in a line 100 people deep? Technology is so much more effective at figuring out the next best flight.
2. Nicer Agents. Of course, agents will still be needed because technology isn’t without flaws. Make sure the agents you have employed are NICE. Bad attitude is a one way ticket to the unemployment line.
3. Televisions at every seat. Yes, this is pricey, but I would pay 5 bucks (more on longer flights) each flight to have my own tv with actual television and on-demand shows.
4. Give people a nice warm towel. This may seem a bit over the top or silly, but can you imagine after getting into your seat, your flight attendant comes by with a nice hot hand towel. RELAXING.
5. Keep giving free non-alcoholic drinks, charge more for pricier food options that people will actually want to eat. Keep price points reasonable.
6. Figure out a way to make boarding more pleasant. Right now people want to rush on the plane not to get their already assigned seat…but to get carry on bag space. Go back to having the first bag checked free…and figure out how not to lose so many bags to the bag eating monster the lives under every airport.
While a nice gesture, Delta’s Red Coats doesn’t go anywhere close to solving the problem of customer service. The idea gets a Spork Rating of:
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