Major news stories have reported numerous accounts of poor customer interactions between the airline staff and customers.
Flying in 2017 is not the same as 1977….of course the numbers are significantly different….more people….full aircraft…..perhaps less social courtesy than were present years ago.
As in many large customer centered businesses…..each individual customer is insignificant to the large numbers that pass through the boarding gate or front door. To an airline or a Walmart….there will always be another customer to replace a dissatisfied customer.
If an airline (or any business) does not have a thorough understanding of the importance of the customer interactions….it will always have poor customer relations and more unsettling incidents.