Flights are delayed, and connections are missed. Passengers get angry. Airline employees get bitter from having to deal with the angry passengers. So what should be done? One airline is taking action, but not any that gets to the root of the problem.
USA Today reports that Northwest employees will undergo “intensive training” that will encourage them to see travel experience through the customer’s eyes. The airline admittedly needs some customer service training, as their reputation isn’t one filled with gumdrops and rainbows. Nevertheless, this training shouldn’t be the only response to passenger complaints; they wouldn’t have as much of a problem if flights were leaving and arriving on time. But as flights are still backed up and baking on the tarmac, a little sprucing up in the service department might do Northwest some good.
Will employees will be forced to sit in cramped quarters with screaming babies and people who take up half of your seat? Actually, come to think of it, flight attendants already do that.