Tired, Frustrated and Exhausted From Flying? Welcome to my World!
Interesting early morning as I arrive at the Greenville/Spartanburg Airport in South Carolina. It's 5:15 a.m., and the place is packed. First I thought I missed setting my clock for daylight savings time as the time changed this morning, but I whip out my cellphone which automatically updates, and yes it's really 5:15. I pretty much fly every week and its never like this. What the heck is going on?
As I get inside there are even more people, and then I see bunch of balloons, and staff I have never seen before, and then I realize: Southwest Airlines opened in Greenville this morning.
Wow, what a difference a day makes. Yesterday when I tried to switch a flight on US Airways they wanted $300 to change a flight going to the same place at the same time, only a day earlier. My travel last week was so awful I just couldn't take a chance on another delayed, screwed up flight so instead of losing half my day Monday I would fly Sunday and gain some time with less frustration. Funny how I have so little confidence that I even have to think this way, but it is what it is. I pleaded with the ticket agent on the platinum preferred line, but sorry, nothing she could do. The price would stand, so I could not justify paying the extra as it was almost the entire ticket cost to begin with.
Last night, ten hours before the first Southwest Flight would take off, I checked the US Airways web once more and low and behold, the additional fees were gone. Funny how that works. So I made the change online. $300 less than a few hours before.
I love to sit and contemplate how businesses work. Some businesses are perfectly alright to rip you off daily if they know there are no alternatives, but then let something change that affects their potential business and now we're best friends. The problem is I fly about 100 times a year, so I tend to think I just got taken--to the tune of 100 times last year.
Actually that's behind me so nothing I can do now, except get a bit wiser. So in the future, here's what my plan is. If you and I are going to do business I would like a bit of an understanding between us. First of all, don't take advantage of me just because you can. If you want loyalty I am willing to lock you in, but if I have a change, a request, or ask you for help, and I give you 100 encounters each year, then please take the time to help me out. I promise my long term business will never waiver. However, rip me off and things are going to change-like my loyalty and my business.
So this morning at 5:35 after I get checked in I am already on the Southwest website trying to book my next flights. One too many disappointments, but I really didn't change a thing--the airlines did it for me. I am just tired of poor response, poor excuses, and poor understanding of the business I bring year after year. I'm not the guy who travels once a year on vacation to visit my great uncle. I fly every week.
Not listening, not helping, not hearing my pleas finally takes its course, and all that great business is now on the line.
If you own a business, maybe you're the only one in town. Maybe you have a bunch of my business. Maybe you could charge a bit more, not meet my requests, or pass on helping me out, if so, you might want to remember this.
Business persons can put up with a lot, but sooner or later it finally comes to a significant point, and frustration sets in and then you're finally exhausted from the endless attempts to get something done, or get someone to listen, or better yet, get someone to act. As Bob Dylan the famous songwriter once stated very well, "the times they are a-changing..."
Southwest, welcome to Greenville.
