p48 jenny nov21 18/11/08 13:41 Page 48
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Jenny Ley-Meek “After my disastrous
experience, I now worry that rather
than keeping customers loyal, add-ons
could drive them away”
O
nly recently I wrote about the for which meant that my car would be
importance of ancillary sales ready and waiting for me outside the
and suggested that, whether or terminal building.
not it increases our bottom line, If only it had been that simple!
offering customers extras to enhance their As I watched others who had parked
trip, may help to retain their custom. in the usual way, leave the airport,
But following my own disastrous I spent the next 30 minutes,
experience during a recent trip freezing in the car park,
to Barcelona, I now worry making numerous calls
that rather than keeping to determine the
my customers loyal, add-ons whereabouts of
could be driving them away. my car.
Having paid £11 for a speedy In response to my
boarding pass, I soon discovered question about their
that it was not worth the orange service levels, the reply
paper it was printed on. came: “we didn’t know
Admittedly, I was invited to move what time you landed.”
through the turnstile and hop onto the At this point I decided to
bus ahead of everyone else. However, the give up.
same bus was then filled with non-speedy The experience has left me
boarding passengers, who made a mad wondering whether I should continue
dash for the aircraft’s stairs as the bus to push extras. Am I making a rod for my
doors opened, and took their pick of the own back by trying to keep customers in
best seats. this way, but driving them away instead?
Events didn’t improve on arrival in Was I just incredibly unlucky, or could
Barcelona, when I looked for my private my attempts to push add-ons end up
taxi driver who was supposed to be waiting hurting, rather than helping, my business.
for me. Only after several phone calls, and
one and a half hours later – an hour after
all the shared shuttles had departed – did
my driver eventually show up.
The return journey only got worse.
I was heckled by other passengers
for “pushing in”, despite the airline’s
invitation for priority boarders to come to
the front.
Flying home, my only conciliation Jenny Ley-Meek works for homeworking
was the valet parking I had paid extra company Superior Travel
48 21.11.2008
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