Travel woes: Devil in the details
As anyone caught in yesterday's AA baggage disaster at JFK knows, the devil is often in the details.
It's a lesson that struck home on my European vacation. No, I didn't get routed through JFK, so I didn't end up in that mess. But there were other hassles aplenty: The lost bag in Madrid (a plane-changing stop on my way to Copenhagen) and the inevitable security lines (clearing U.S. immigration in Nassau, which used to be a snap, took an hour).
Most of these are just minor irritants -- part of the price of going some place great. But some are poor management, plain and simple.
They’re also bad business. The friendly service and unexpectedly good cuisine on my recent Princess cruise to the Baltic was tarnished by having to stand in line repeatedly to get copies of my cruise bill - something other cruise lines allow you to view on your in-cabin TV.
How about British Airways' new on-demand seat-back in-flight entertainment system. It would have been a delight…if I hadn’t spent the morning navigating check-in nightmares that will forever make me think twice or thrice before I fly British.
And how about the completely ridiculous process of trying to go the two miles from any Heathrow-area hotel to Terminal 4 via public transport? The $8 shuttle goes to every other terminal -- but when you fly from Terminal 4, you have to switch to a train. Next time, I'll try to dodge Heathrow, maybe avoid London altogether.
The problem: Few executives experience their products the same way their customers do. Airline execs and company directors speed through First Class check-in, wait in the private lounge and sit in comfy seats. Airport directors rarely stand in the regular security lines. Hotel executives get upgraded to suites. Senior cruise managers rarely stand in line to check-in on their own ships, stay in standard cabins or wait on the customer service queue.
Many companies do survey customers and listen to the results - much to their credit. NCL has decided to leave it's libraries open all the time. Royal Caribbean and Celebrity are planning to allow cruisers to make reservations in specialty restaurants online, in advance of sailing. And at Miami International, security lines have been cut dramatically (though the food options are still horribly limited, at best.)
In the weeks and months ahead, I"ll play travel shopper, reporting here and in the pages of The Miami Herald on what works -- and what doesn't. I hope you'll share your experiences as well -- both the lousy and, I hope, the good.
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Posted by Jane Wooldridge at 04:24 PM on July 31, 2008 | Permalink | Comments (0) | TrackBack (0)














