Customer Experience: Quality

Quality is easily taken for granted, until it doesn't exist.

It can be very frustrating to be an airplane passenger in today's world.  If you fly first-class, or purchase another upgrade, you might be immune to what others face: more seats installed, resulting in less space; delays related to maintenance issues you would think could be detected BEFORE passengers get on board; and cold planes.

Of all of those, the cold plane showed me the lack of quality.  When I fly, I wear layers, I carry a light blanket, I wear socks.  And still, one day on a flight, I was so cold I had to complain.  The stewardess said, "Oh, I know, we always have that problem with this plane." 


OK, so she was aware.  That led me to the logical question: "Can I please have a blanket?"  To which she replied, "Oh, no we only have those in first class."

Really?  To know you have a problem with a particular product, but to not be prepared to offer alternatives or something, anything that would help?

Quality.  When it's not there, and you still pay a high price, it's not much fun.  Neither is freezing on flights.

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