The travel industry is experiencing record demand and customer service is suffering. Be nice to your employees and they’ll be more likely to go the extra mile for you. Don’t tell them how to do their job, tell them you’re important, or tell them you’re going to sue them.
It’s easy to be treated like a second-class citizen while traveling, all you have to do is say the wrong thing.
It’s an undeniable fact that people have rediscovered during the busiest year in modern travel history.
Of course, companies will deny it: Airlines, car rental companies, cruise lines, and hotel chains will claim that they have well-trained staff who always provide first-rate customer service.
Meet Elliott Confidential, the newsletter the travel industry doesn’t want you to read. Each issue is packed with breaking news, deep insights, and exclusive strategies to become a better traveler. But don’t tell anyone!
But who are they fooling? Well-trained employees are human too, and if you don’t show them respect, they’ll find a way to get back at you. You end up checking into the middle seat, the Matchbox car, the broom closet, or the berth near the engine room.
Please accept it!
Research by Christine Porath, visiting professor at the University of North Carolina and co-author of “The Costs of Bad Behavior,” suggests the situation is getting worse.
“We’re seeing an increase in incivility on the business front,” she noted.
Is loyalty dead? Travelers hit their breaking point this summer
You’re carrying too much. Here’s how to lighten your load.
How employees punish you by treating you badly
How does this happen? Well, I could give you one example from the tens of thousands of cases I handle each year as a consumer advocate, but I’m ashamed to say that something similar happened to me recently.
I lost my credit card during a business trip to Zurich, Switzerland. The bank promised to send a new card to my address the next day, but it was sent to the wrong address, a US address instead of a Swiss address.
Then things got worse. The bank had to send me a text message to verify my identity, but the message never came. Then they tried to activate the payment with a tap on my phone, but that didn’t work. I ended up speaking with someone who sounded like they were in a call center on the other side of the world.
“You have to help me,” I told him.
“I’ll connect you to someone who can help you,” he promised.
Then he hung up.
I called back and waited in a long line, only becoming more frustrated by this point. I finally got through to a call center representative who promised to transfer my call. Again, the call was hung up.
I guess it was me who said it. You shouldn’t tell your frontline employees how to do their jobs, even when you’re frustrated — or, in fact, especially when you’re frustrated. BTW, as I write this, I’m still waiting for my credit card, but maybe it’ll be worth the wait.
But there are other statements that can get you in trouble.
“Why can’t I do my job?”
“It’s disrespectful and demoralizing,” says Mark Damsgaard, founder of visa and immigration agency Global Residence Index, who recommends instead showing empathy and respect, and rephrasing the question as, “How can we solve this problem?”
“Do you know who I am?”
“That’s always a winner,” says Bob Batchelor, a frequent traveler and managing director of a medical transportation service. (I’m being sarcastic.) Travelers who have to tell you how important they are, whether they’re elite-level frequent flyers, influencers, or thought leaders, are just plain annoying. Employees will find a way to make their lives miserable.
“I will sue you.”
The threats are usually accompanied by yelling and profanities. Barry Maher witnessed this recently on a flight to Chicago, when a business-class passenger yelled at a ticket agent, saying the agent “couldn’t do a thing right.” “The agent had an important appointment in Chicago, and if he didn’t get there on time, he was going to sue the airline and everyone responsible, including the agent,” says Maher, a professional speaker. The agent didn’t slow down, and the yelling agent was eventually rebooked on another flight, this time in economy class.
“It’s our anniversary.”
Loudly proclaiming that today is a special day can backfire. It’s a well-known trick to get special treatment, says hotel marketing executive Kate LaCroix. “You should assume that everyone in the room is celebrating a special occasion and is on vacation.” I’ll never forget visiting Disney World with a childhood friend and her family. As they pulled up to the parking attendant, he asked if they could park further forward in the lot. “We have kids,” she said. The attendant couldn’t contain her laughter; everyone there had kids.
“I know the CEO.”
“That’s the wrong way to say it,” says Bill Luttig, former director of customer relations for NFL stadiums. “Any issue will almost always be met with a less-than-enthusiastic response. Also, asking to know the name of your direct supervisor so I can fire you is not effective. Plus, my supervisor is going to support me anyway.” What’s the best way to get what you want? Let the facts of your case speak for themselves.
“But I’m American.”
Your nationality is no one’s business. But anti-American sentiment is on the rise in some areas, and volunteering your nationality can lead to poor service. “Don’t explicitly say you’re American,” advises Brandon Sibbolet, who runs a moving company and travels abroad frequently. “There’s nothing wrong with being American, and most people are accepting of us, but never say it as a limiting statement.” And don’t assume everyone speaks English, because they don’t.
Bad Service: Want better customer service while traveling? Are you kidding?
Insects on vacation: how to spot them and avoid them
Here’s how to get better service
You’re probably wondering what you can say to get better service. If you can’t swear, yell, threaten or wave your platinum card around, what can you do?
Stay calm. Whether something goes wrong or you have a special request, emotions are your enemy. A calm and rational approach is always more effective. Employees are trained to deal with angry and hysterical customers. They call security. Stay factual. Tell them what you want without embellishing. Get down to the facts. Don’t tell your employees that you’re important or that you’ll sue them if they don’t get their way. Every customer is important and whenever a problem occurs, they have the option to sue. So, these two things are already implicitly understood. Stay friendly. Employees are people too, and if you’re nice to them, they’re much more likely to go the extra mile for you.
The unfortunate truth is that at a record time for travel, expectations are also at record high. Getting preferential treatment is hard, but getting the worst treatment is as easy as uttering a few careless words.
Christopher Elliott is an author, consumer advocate and journalist. He founded the nonprofit Elliott Advocacy to help solve consumer issues. He publishes the travel newsletter Elliott Confidential and the customer service news site Elliott Report. If you need help with a consumer issue, contact him here or email him at chris@elliott.org.