Reply To: Abuse of authority

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With a few exceptions, the “viral” approach has little on effect on airlines’ policies.

The travelling public is largely fickle, with leisure travellers driven largely by price and business travellers driven by convenience, familiarity and loyalty schemes. There is an element at which poor service and bad on board products reach a critical threshold, but in my personal opinion these levels are relatively low.

You can go online and find any amount of rants against a huge range of aspects of every airlines service.

Millions of people fly every year. We all have different expectations of what is normal, and indeed it is *more* likely, not less likely, that a frequent flyers like ourselves will be disappointed when something deviates from the norm (most passengers probably won’t even notice or care).

There are innumerable opportunities for passengers to be put out, disappointed or made plain angry during their interactions with the services/staff or products offered by airlines.

The opportunities to delight passengers are growing ever fewer and far between, and especially so as we demand lower and lower prices for airline travel.

There’s nothing at all wrong with the demand for more efficient pricing for what is a commoditised industry. But we should also moderate our expectations accordingly.

Lower prices shouldn’t *always* mean lower service levels, and it’s very much down to the attitude of the individual with whom you interact on the day.

As passengers, especially those fortunately as many reading this are, to be accustomed to premium airlines and business/first cabins, we should have some sympathy with those who work in the lower end of the airline industry.

After a long day on their feet, and also delayed by whatever issue was at hand, I can understand the crew members focus on getting passengers boarding rather than spending time to find out the reason behind the delay, which was probably unavoidable, and maybe was genuinely not something she or her immediate support team knew the reason for.

It’s not acceptable for her to have become aggressive and threatening towards you, and especially so in front of your children.

It was probably an issue which it would have been better to “let lie”, and especially so at such a late hour when frustrations were running high on all sides.

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