Airline lacks good customer service

Letters, Normal
Source:

The National, Wednesday May 28th, 2014

 AIRLINES PNG (APNG) promotes “friendly and reliable” service on their website and other point of sale material like posters and brochures. 

APNG also says they “will take you there in the comfort and knowledge you are flying with the best”. 

This is all good marketing and complements the fact that APNG provides in most cases a cheaper alternative service for many Papua New Guineans.  

But beware; they have an arrogant, inconsiderate and egotistical flight attendant. 

I am a victim and I hope the airline’s management ensures its flight attendants attend customer service training so they know how to treat customers with understanding, patience and respect.  

In a recent encounter, my son, my wife and I were offloaded because I asked the flight attendant repeatedly to help me put my bag under the seat that was closer to her. 

But she insisted for me to put the bag under the seat myself. 

I said that it was her duty as flight attendant to do so and I told her she needed to be more helpful. 

She bluntly, arrogantly and selfishly said I was “picking on her”. 

I was then asked to disembark by the first officer and captain, who were just as ignorant to my concern. 

The egocentric pilot and first officer did not even bother to hear me out. 

I will now fly with Air Niugini, whose attendants have on many instances, “helped me put my bag under the seat” even without being “asked” to help.  

A true customer service is putting aside your own self, your pride and ensuring others needs come first. 

Not the other way around.  

Customer service is about putting a smile on your face, despite a hard day. 

It is simply lending a helping hand, when you do not feel like it. 

APNG, please get rid of rotten apples.

Your front line staff and your attendants are your greatest asset.  

 

Anti APNG

Port Moresby