This week I flew from New York to Paris with a 4 hour layover in Pittsburg and while the service on the Delta International flight was good, the responses from the flight attendants I got regarding some complaints were shocking. The plane was clearly outdated and when I made a comment to the flight attendant she said "Voice your opinion through the social networks or give Delta a call directly because they don't listen to us when we tell them."
As companies become more accountable for their business practices and levels of customer service through online communication channels, it seems Delta has shifted their focus to direct customer relations and forgotten to listen to employees for valuable feedback. Flight attendants are the ones who spend the most time with passengers and can offer valuable insights into preferences and customer satisfaction. The fact that the flight attendant did not feel like her opinion mattered does not create a great work environment.
When the volcano eruptied occured in Iceland and my flight got cancelled, Delta answered my question via Twitter when I was having problems getting through to them by phone. I was very pleased with their turnaround time on responding to me. If only their own employees could feel the same way I do about giving them feedback. At the end of the day, whether changes are made or not, customers AND employees want to know that they are being heard. Your employees are usually your best asset - keep them happy and motivated to help you succeed!
Have you experienced this type of response from airline employees? Please comment with your opinion.
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