“The world’s favourite airline.” That’s what the British Air slogan says. I sure hope so. (Play)Joyce and I board one of their birds tomorrow night headed for balmy (high of 40F on Wed) Copenhagen via London to visit her son who’s enjoying “studying” abroad for the semester. Hey, the kid works hard and pulls near 4.0’s every semester, but it sure seems like his studies are a 1:3 ratio of actual school versus traveling the continent. After a couple of days in Denmark, the three of us fly Iberia Airlines from Copenhagen to Barcelona. Where is Iberia, anyway? Oh… I see. Iberia isn’t actually a country, just an airline: “Iberia, Líneas Aéreas de España.”
Just in time, there’s news out this morning on the annual Airline Quality Rankings, and the news isn’t great…
- New Study Shows Flyers More Fed Up Than Ever Before – CNBC
- Full flights, small seats make passengers grumpy – Huffington Post
- Complaints Soar, But Airlines’ Quality Rating Stays High – NPR
Many people have air travel horror stories, and some, like me, have enjoyed wonderful airline experiences… For Yelp-like reviews of the airlines, check out Skytrax. The customer experience is critical to the success of a services business like air travel, or any other business delivering service to customers. Like Kronos. The other news out today is that we have received the NorthFace ScoreBoard Award from the Omega Management Group for excellence in customer satisfaction for the thirteenth consecutive year! I’m sure it’s just a coincidence that I’ll celebrate 13 years with Kronos on April 24th. No, it is. I don’t actually deliver the great service, I just blog about it.
Anyway… The last time we flew across the pond, there was one empty seat on the plane, and it was between us! Yeah, one of us got to lie down and sleep the whole flight… Not sure she’ll be so lucky this time…