- by impactnow, Blogger
- 7/29/2014 3:25:06 PM
Ariella I think this is awesome it is great to see that airlines still care about the inflight experience which in m opinion has deteriorated to its worst in history. Higher fares are brining less service and more fees added on. It will be interesting to see what changed they are making in the future based on the research, it's like a focus group in the sky! BTW I can tell them how I feel about airlines charging for blankets and reducing frequent flyer miles anytime they would like!
- by Hospice_Houngbo, Prospector
- 7/29/2014 2:21:40 PM
"I can see many reasons why the results of the experiment may be suspect"
"BA's tests have thus far reached the paradigm-shattering conclusion that passengers' mood improved while they drank liquor and ate food, finally proving once and for all that people don't hate to eat and drink." (http://consumerist.com/2014/06/30/british-airways-happiness-blanket-makes-passengers-look-like-idiots-from-the-future/).
At least the results don't contratict what we already know to be a universally acknowledged fact.
- 7/28/2014 6:30:22 PM
@PC yes, I thought the same. As British Airways was aware, referring to a happiness blanket is a great way to generate publicity for improvements -- even if it isn't the most effective way for measuring their impact objectively.
- by PredictableChaos, Data Doctor
- 7/28/2014 9:52:01 AM
"The BA Team on the flight" was watching for improvements. Could this be the same set of flight attendants that are providing the service?
And the mood monitoring is done on only a handful of volunteers, who know they are being monitored, to see if they like the new services?
There's no control group?
I can see many reasons why the results of the experiment may be suspect. Not least of which is something called the Hawthorne Effect. But it's still good fun.
- 7/24/2014 2:49:26 PM
@Louis very true. She shouldn't have made the man feel upset in the first place. And once he tweeted about it -- with no threats even implied -- she had no right to demand he take it down. The whole thing was utterly mishandled. What did she think: that forcing him to remove the tweet before boarding would keep her job secure? On the contrary, she upset him even more, so what may have just been an annoyed tweet now is national news.
- 7/24/2014 2:37:36 PM
@Ariella Couldn't agree more, the attendant surly must be a member of the generation that believes everyone reads tweets. I sure hope she gets some more training in customer conflct resolution - and even though some customers might be unreasonable - the old adage "the customer is always right" still holds true.
A little better understanding of the general principles of business would go a long way.
- 7/24/2014 2:29:51 PM
@Louis I heard on the radio this morning that they sent him 3 $50 vouches, I suppose one for him and one for each of the kids who were with him. I think that is getting off too cheap, really. The attendant needs some training in manners and in how to diffuse a tense situation.
- 7/24/2014 2:23:40 PM
@Ariella Thanks for the link. I had heard a little about this story yesterday but didn't know the details. Oh boy ! I thought tweets were protected under Freedom of Speech ? Maybe SouthWest should post it ( the Constitution ) in the break room.
At least we now know the value of Free Speech, apparently according to SW it is worth a 50 dollar voucher and a belated apology. I wonder if Mr. Branson knows about this ? Probably does now.
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