When Airlines Fail at Customer Service: Let’s Talk!

Recently, I had an unpleasant experience as a customer of an airline that left me frustrated and questioning whether I would ever fly with them again. The situation was far from ideal, and I believe it highlights broader issues with customer service that many people can relate to.

The Incident

The issue arose because the cabin bag I was using was slightly larger than the airline’s permitted dimensions. As a result, I was told that it needed to be checked in, and an additional fee would apply. While I reluctantly agreed to pay the fee, I strongly objected to checking in the bag due to previous bad experiences, such as receiving damaged luggage. This was a moment when proper customer service could have de-escalated the situation, but unfortunately, the airline failed in that regard.

When I expressed my concerns, I was met with a rude and unprofessional response from the supervisor. She issued what felt like a threat, saying I either comply or risk being denied boarding with no refund. This kind of poor customer service left me stunned and deeply dissatisfied.

A Frustrating Dilemma

Although I was tempted to cancel my trip and pursue legal action to claim a refund, I ultimately decided to comply—begrudgingly. My holiday wasn’t worth sacrificing over this. Thankfully, my bag arrived at the destination intact, but the whole ordeal left me upset and wondering: Is this how customers should be treated? Good customer service should prioritise finding solutions, not adding to the frustration.

When I tried to file a complaint, I discovered there was no straightforward way to do so. This lack of a proper customer service process made me feel as though the airline had no interest in hearing from its customers, let alone addressing their concerns.

A Missed Opportunity for Resolution

What struck me most was how easily this situation could have been handled differently. While researching the airline’s policies, I found they had a section explaining the process for reporting damaged or lost luggage, including potential compensation. If the staff had calmly explained that I could follow these steps in the unlikely event of damage, I would have felt reassured and more willing to cooperate. This kind of proactive communication is exactly what good customer service entails.

This lack of communication and preparation reflects poorly on the company’s training and approach to customer service.

Why Customer Service Matters

A company’s reputation and its ability to satisfy customers are critical for long-term success, especially in today’s competitive market. Customer service is the backbone of any business, as it helps build trust and loyalty. It doesn’t matter if the product is affordable or premium—nobody wants to be treated poorly.

While large corporations may have the resources to weather customer dissatisfaction, smaller businesses are far more vulnerable. Poor customer service can cause them to lose customers and even risk closure. It’s crucial for companies of all sizes to ensure their staff are trained to handle complaints professionally and with empathy.

Lessons from Other Industries

Take Uber, for example. In many countries, taxi drivers protested against the app’s rise, but Uber thrived because it provided what customers wanted: convenience, competitive pricing, and accountability through reviews. These elements of good customer service set Uber apart from traditional taxi services, which often lacked such features.

In Ireland, the situation is slightly different since only licensed taxi drivers can operate as Uber drivers. Still, the principle remains: a focus on customer service, customer needs, and satisfaction can make or break a business.

Final Thoughts

I’m still not satisfied with how I was treated, and I imagine many others have had similar experiences with this airline. As customers, we deserve better. Companies must recognise that investing in good customer service isn’t just the right thing to do—it’s also a smart business strategy.

Have you ever been in a similar situation with an airline or another service provider? I’d love to hear your thoughts—share your experiences in the comments below!

Let me know if you’d like further refinements or adjustments!