A couple weeks ago, I posted this up about an experience with Northwest Airlines. My daughter wrote one last letter and let them know her response was a blog post and that they really don’t need to keep on the conversation as it was going nowhere anyway.
Oops. They replied via a letter, further explaining their position and just making things worse. She will not reply back, but here is the letter and a little bit of insight, in case Northwest Airlines were to want to wander over here and read this.
Really. I mean it this time. Do not reply back. We get it and we’re ok with all of this. You are meeting our expectations, even though they are so low as to almost be nonexistent.
1. The value of any customer experience to a brand is what they are willing to give you to make things right. If they are willing to give you their attention, listen to what you say and make a reasoned attempt at making you happy, that has value. If they are willing to make things right by robotically reaching into a big bowl of beads, you know how much they really value you.
2. Northwest Airlines practically admitted in their letter that all passengers are merely cargo, all big sacks of DNA to be shuttled here and there “equitably.” Every dissatisfaction with our service will not get a personal reply, just a handful of standardized beads.
3. We expect airlines to board late, have long layovers in the middle of the day, treat us like cargo, have no services, be surly and stick to the rules at all times. Airlines expect their
cargo passengers to sit still, shut up, have their papers in order, do what their told and accept token of beads in exchange for bad behavior from them. We get it and we’re ok with it. Sure, some passengers may erupt in frustration from time to time, but after the news people all go away and folks like Ms. Arden continue to write letters celebrating banality, they give up. But, they will fly again.
4. We do not expect any “compensation” for anything in point 3 above. When we get it, however, we expect worthless vouchers and beads.
5. Our expectations are really, really low. We’re just happy you didn’t kill us falling out of the sky.
Perhaps Ms. Arden and Ms. Irlwig can get together for a drink and laugh about us silly passengers and our unrealistic expectations. I’m sure it will be funny to them in twenty years; it’s already funny to us now.
Originally appeared at GerardMcLean.com