Moment of Truth for Airlines

Any time that a customer comes in contact with any aspect of your business, however remote, you have an opportunity to make an impression. That impression can be favorable or not and will be remembered as a part of your brand recognition. Some Moment of Truth situations for an airline are:

 *When passengers make reservations/but tickets
 *When they check bags curbside
 *At the ticket counter when confront an agent
 *When they need a flight change
 *When a flight is delayed or canceled
 *When they are greeted boarding the plane
 *When they leave the plane at their destination
 *At the baggage claim area to pick up bags
 *If they have to report lost bags

Some of these situations are from Jan Carlzon former president of Scandinavian Airlines
Barry is a customer experience speaker & trainer  www.idealetter.com