We
are getting used to more disruptive flying and are learning to patiently accept
official explanations for reasons behind long delays, even if caused by faulty
planes. But what cannot be accepted is the lack of care for people experiencing
disruptions, like on the recent British
Airways flight to Riyadh (follow the link below) were those responsible for handling this situation
were not capable of responding to frightened and confused passengers - some officials even ‘hid in a
back office’. This kind of practices cost airlines much more than
compensation offered to passengers ‘as a gesture of good will’. Wouldn't more
care and compassion from airline side help minimise loss of passenger goodwill
or more precisely, loss of revenue in years to come.
Link to article BA Compensation After Saudi Flight 'Horror'
See also The Airport Lesson
