Thinking out loud!
Traveling the world creates so many touch points with vendors that problems seem inevitable, especially with the current new security controls that are in place around the world. If you couple the security issues with the airline complaints on departures, baggage, food, and service, it has transformed travel from a pleasure to go to the airport and fly, to a controlled tolerance awaiting the final destination. The opportunity to find fault throughout the travel process seems to have increased, and does at times create for a stressful trip. I have more then my share of travel related stories and many make me shake my head and chuckle; sometimes I have to pinch myself as I cannot believe the things that have happened while traveling.
Luxury Experience Magazine knows that travel to exotic and unique destinations may have their challenges, but we also know that our readers travel to experience the sights, sounds, and tastes that make up this unbelievable planet, and which create those truly unique pleasures and memories. We have encountered so many “life-savers” during our travels, and for which we make a note of their service and support, so you know there is someone out there that cares when you arrive at your destination.
There are people who still take ownership of a situation and that you can count on when something needs to be addressed. It does seem that “taking ownership of a problem” is the one area where travel related vendors need to focus their attention. Travelers know that it is a tough environment for airlines, hotels, restaurants, and airports, and I believe they travel with a level of tolerance and understanding of the situation. With this said, I do not believe that vendors factor in the traveler’s tolerance and understanding into the situation, and end up creating more problems by not taking ownership. There are flimsy excuses, lack of follow-up or no follow-up at all, which just exasperates the situation beyond the point where it could have been handled in a controlled fashion with minimal anxiety for all parties involved.
I ask all vendors to step back and talk with your employees about taking more ownership and provide information to a customer that is timely and accurate. We the traveler may still become upset with the situation, but we will respect that it was handled in a professional manner. From my experience, I have found that a professional resolution to a problem is passed on by word-of-mouth as much, and in some cases more then a problem, as everyone likes a good ending. So if we each take ownership of our individual processes we may start an avalanche of positive outcomes. We cannot address all of the issues in the world at once, but we can take steps to create a better result.
As always, your comments are welcome, so please send them to
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