Wednesday, June 18, 2014

How KQ can improve Customer Experience

Today my flight was late. I am not writing this post to complain about the late flight as I believe this is a common phenomenon all over the world. Rather, the missed experience for KQ to improve on its customer experience.

To be fair, the captain did finally explain the reason for the delay (about 3 hours later)

But at the boarding gate, the two ladies seemed clueless as to what time the flight would depart. Infact, they did not seem to enjoy the questioning.

Most of the time I have interacted with the KQ ground staff; they almost always seemed unbothered to explain. Infact, they almost always look bothered by your questioning.

I think this posits an opportunity for KQ to improve its customer experience while traveling with them.

KQ is always going to have delay issues, PLAN for them. That may seem like a no-brainer but to KQ it is not.

I met someone whose flight had been delayed for more than 6 hours. What did KQ expect the traveler to do? With an almost non-existent free duty area and space, KQ needs to plan an area for travellers whose flights have been delayed. It is not that traveler's fault that his/her flight had been delayed so why make it his/her problem how they would keep entertained.

It would be nice if that area had FREE wi-fi, charging areas, water, a television, FREE coffee and most importantly seating areas. A few desks would be provided for those who wished to work during the delayed period.

Maybe buying new Boeings is more important for KQ but I am sure to a passenger, good treatment from an airline when it does not keep its promise would be a better experience. 

Do you have a tip on how KQ can improve its customer experience? Please share.


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