……..I would require every employee to travel at least four times a year.
I’ve heard that their employees get amazing deals on flights, including free fares. I have also heard that a remarkably large number of employees never exercise these benefits. For a company in the travel industry, this just isn’t right. Their employees need to be expert travelers, and I’ve flown Air Canada enough to realize they simply aren’t.
Their staff need a deep experience base in what they do. I know I can buy cheaper airline tickets online, but I like hearing from my travel agent who has traveled to 60 countries. I get information and advice that I simply wouldn’t anywhere else.
Airline staff could help by offering their knowledge to passengers, and this knowledge really only comes through experience. Travelers face an absolute labyrinth of mind-boggling rules, regulations, and requirements across jurisdictions that never seem to be standardized. And yet – nothing. I’m constantly told I can’t do things that I can, and that I can do things I can’t.
Talk to me when I check in about where I’m going. Well-traveled airline staff could connect with me about places, people and experiences in ways that would etch you brand into my mind sharper than all the ads your marketing budget could buy. Believe me – travelers love to talk about their travels. Just ask a few questions.
More than anything, travel experience would bring a greater sense of empathy to their customer relations. When I tell you that your flight is delayed, it would help if, I too, knew what that felt like.
