Thriving Under Fire Blog

JetStar Riles Passengers

Posted by John Faisandier on Mar 21, 2014 10:18:56 AM

Jetstar, the budget airline has begun operating in New Zealand with budget style customer service. The DomPost reported that when passengers turned up one minute late for the 30 minute check-in they were not allowed to board the plane. Fair enough except the staff did not know how to break the bad news to their customers. "They were so unhelpful - the man who took my ticket just said, 'Yeah, we've shut it'. I wouldn't have minded if they were apologetic". And that is the rub. Even when you have to deliver bad news to your customers, if you are at least apologetic the damage won't be so bad. By being apologetic you recognise that the customer is having a hard time with your decision and that helps keep the relationship positive to some degree.

First posted by John on 18th June, 2009

Topics: customer service, Difficult customers, Jetstar, Uncategorized

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