By Clarence E. Pilgrim
How many times while flying in the Caribbean skies have you experienced the Dr Jekyll and Mr Hyde effect of service treatment on one airliner or another?
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| Clarence E Pilgrim |
Just recently I had to change my flight at the last minute. I approached the task with trepidation, but the excellence of how efficiently my new itinerary was made, given my difficult but necessary demands, gave me a sense of satisfaction that at least this one employee who was patiently fulfilling my request was a true standard bearer of the industry.
However the reality is that at times the days seem to grow long and the skies dark before you can feel or even identify an acceptable level of concern and professionalism for customer care, by some employees and/or management of certain carriers.
In the advent of new management and structural configurations within the various airline companies operating in the Caribbean Community, it is now more than ever, an important time to hold the collective management of this critical industry accountable for the delivery of their product.
It would be unrealistic to see things in absolutes, which is why I cannot support the over-optimistic demand for 100% consistency, in flights leaving and arriving on time, or that each and every customer request will be fulfilled.
But there are certain basic elements of good communication and customer care standards that should be adhered to.
Take for example the invisible stopover. You purchase a ticket to fly to Country X, and what you thought was advertised as a direct flight, turns out to be a stopover. Why wasn’t this communicated on the ticket?
Late departures without even a reasonable apology is another trait that must be eliminated.
If the Caribbean Community's trek towards the full realization of the economic and political integration process is to be reality, then obviously we need to build the necessary structures and put them in place so that we make this a successful adventure.
The Caribbean leadership collective must become proactive and encourage airlines not only to provide simply a means of transportation and another job for the people, but also to incorporate a sense of destiny in the mission of mass transportation and the importance of this choice of a profession, which is second to none.
This is why I am proposing the creation of a travellers service rights which would add value and give a whole new sense of purpose to the airline industry. A formalized traveller’s service rights (TSR), would apply to all airlines operating throughout the Caribbean basin.
TSR is a similar proposal to the US airline Jet Blue’s newly promoted Customer Bill of Rights, where customers will be compensated based on the length of the delays they have to endure.
The basis for the development of such a landmark agreement would be to give guidance to how airlines conduct their business.
After discussions with many travellers, I have compiled some of the concerns to be included in the proposed travellers service rights (The list of course may be longer and in more detail):
- If an airline is 2 hours late, then the passenger is entitled to a reduction of their fare or air credits.
- If a passenger gives a reasonable explanation for making a last-minute change to their itenary, then consideration should be given to waiving the late payment fees
- Airlines must clearly state on the tickets/itinerary, the fight details.
- Airlines, within reason, should provide some form of adequate refreshments on flights, depending on the duration.
- There must be a clearly defined and identifiable procedure for making grievance reports.
- Damaged or missing articles by the airline should be handled within two weeks or the airline should immediately settle the cost identified by the passenger
- If an airline makes you miss a connection then the cost of the new connection should be the responsibility of the airline.
- If an airline has mechanical failure, for several hours, then the airline is responsible for providing either alternative travel arrangements or providing adequate accommodations for the duration of the inconvenience.
The airline industry may try to argue that the service they provide is a matter between themselves and those who choose to purchase their tickets. They may even say point-blank that if you don’t like their service then can go somewhere else!
The reality is that in the economies surrounded and touched by the Caribbean Sea, all airlines are a critical factor in the transportation network of every Caribbean community member nation. It is therefore accepted as having the status of being a company with many stakeholders who are the ordinary citizens who use their service. This vital interest that involves ones very livelihood is larger than any single economic sector. Through the intervention of many governments, airlines are able to enjoy the kind of concessions that, only the public fund can subsidize.
With the rising concern of “road rage” throughout the world, it is not inconceivable that “air rage” may one day become a serious issue, if we do not intervene now and take corrective action.
I believe that we can make progress in the area of TSR, with a positive “meeting of the minds” to accomplish the aim of understanding and overcoming the various obstacles.
Governments clearly need to push airlines (through legislation if necessary) to give the type of product that would make quality care for the treatment of passengers a major priority.
I can only hope that sometime soon passengers will be given the opportunity to benefit from an environment which will take into account everyone’s needs, and try to work with them effectively in the form of the proposed traveller’s service rights.
An advocate for social justice and human rights, Clarence E Pilgrim, as an educator and a senior officer in the Antigua & Barbuda civil service, is active in many voluntary organisations. He has passionately promoted the Caribbean Integration Movement, and is an ardent supporter of enviornmental protection, and the careful use of our natural resources. Among his collection of many articles, he has written on the subject of the crucial need to develop alternative energy resources in the Caribbean Community. Mr Pilgrim also provides advice on various social policy issues. |
