For “MY” Convenience….How to disengage a customer
On a recent flight the following statement was made during the “you can pick from peanuts, pretzels or cookies unless you’re in first class” announcement:
For your convenience Delta Airlines only accepts credit cards for on board purchases.
So when the flight attendant came down the aisle to pick up my trash I asked her to humor me and tell me how them only accepting credit cards is for “MY” convenience.
She laughed so hard that everyone nearby looked. But basically she didn’t know how it was for my convenience? She thought it was ridiculous that those words were chosen, but it was in the manual; so she had to read it.
Ah, the ole manual! So then I’m assuming the answers to the following questions can be found in the manual too:
- What if I’m the minor who was put on the plane going to see grandma?
- What if I don’t have a credit card because all of the money used to save the airlines, banks and auto companies left me without a job or with an upside down mortgage wiping out my credit?
- What if I want to leave no trail of where I have been?
You get my point. How is this for “MY” convenience? Seriously if anyone at the airlines can tell me why this is for my convenience please feel free to get in touch. I really am curious. Now I do understand that most people on that plane probably have a credit card; but some do not. And aren’t we trying to create a customer experience that is positive for 100% of customers? Isn’t that the ultimate goal?
Say yes.
Otherwise, you’ll see me on board that flight attendant’s last flight; when she promises she will say what she really thinks about that policy as she reads that statement. She took my card and promised to call me so I can be there. It will be worth the investment.
And here’s my idea for the airlines…………..the same way I can prepay for my checked baggage maybe allow people to prepay for their cocktails, cheese platter and overpriced M&M’s. Just a thought. In the meantime I’ll just buy the next kid traveling alone a snack…………………..And then get arrested as I exit the plane for being a predator.
Delta, I’m so glad your flight crews see the humor in their work and know how to engage a customer. See you soon.
P.S. If you just remove the word “your” from the sentence it really will be less disengaging. But only less.
