On Mon, 03 Nov 2003 01:21:46 +0000 (GMT), Dave Plowman
This reminds me of a conversation that I had recently with a team (one
person BA and the other BAA) doing a passenger satisfaction survey in
Heathrow Terminal 1 recently. They wanted to know if there was
anything that I, as a regular business traveller, found annoying or
I remarked on a sign that they have in the gate lounges:
"Please have your boarding cards and passports ready for inspection"
I told them that either it was wrong or that it reflected a poor
customer service ethic. Blank look.
I added that I was not travelling to multiple destinations, nor did I
have dual nationality. Another blank look.
The point was really that if they were thinking about the passenger,
customer service and treatment of the individual, then the sign would
use "boarding card" and "passport". As it is, the inference from the
sign is that they are treating passengers like a herd.
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