I'm typing this from the runway, near enough anyway as I am on the plane. I arrived at 05.00 and it's now nearly 6 hours later and I'm still at the same airport even if on a different flight to a different airport!!!
Not a lot any airline can do about the impact of snow on their ability to land aircraft safely. A lot an airline can do on how they choose to communicate to their travellers. I've had 2 different experiences so far this morning.
The first is the type I'm sure we'll all used to - corporate lines, half truths to reduce the potential costs or negative response from the customers. Or even worse being told what they think you want to hear rather than the truth. Frustrating to be at the receiving end of and no use to enable us to make decisions or understand why we're not getting the service we expect.
The second is the refreshing type of saying is as it is. The BMI Captain on BD053 this morning did just that. "Sorry we're not going anywhere - this is why and more importantly this is why we've boarded you and what we need to do to increase our chances of getting an earlier departure time. Yes that has repercussions on the options you have but it's a choice I've had to make." WOW - that's honesty - thank you. And I think has meant we're still here 2 hours later and relatively calm.
I certainly aim to operate from 'saying it as it is'. It's not always easy and I often get told that I shouldn't be so open. That is the clients don't need to know the choices we've had to make nor problems we might be having. I disagree not least because people have a 'flannel/waffle' filter and know even if unconsciously they're not getting told everything. Which can lead to unwarranted mistrust or worse.
So my call for action today is to 'say it is as it is', congratulate those who do and let those who don't know that you'd appreciate their honesty and openness.
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