Every business suffers from customer complaints, and the aviation industry is no different. An aviation institute in Jaipur teaches you to handle customer complaints well. And the handling process is rarely to fight complaints with guns. Customers can have various complaints, which we will discuss in these blogs. And we will also learn how to handle such complaints without losing customers. Also, the aviation industry, like other businesses, has a choice about how to navigate customer complaints. One is to see the complaint as an opportunity to improve their business. Another is to do nothing and act like the customer is a pain as Spirit Airlines did.
The controversy…
Spirit Airlines, a known airline brand in the USA, gets into various controversies. A recent one was when they refused to refund the airfare of a passenger who canceled his trip due to finding out he had terminal cancer. Incidents like these are common with Spirit Airlines, and even the outrage didn’t matter to them as they refused to refund.
However, not all airlines operate like this. If you go for air hostess courses after 12th grade, you will know many airlines handle customer complaints with the utmost sincerity. Let’s learn more about them.
Common complaints customers have with airlines
Lost baggage
Students studying airlines at an aviation institute in Jaipur know that the biggest and most common complaint a customer has is lost baggage. It causes major issues and upsets multiple customers.
Delayed flights
If a customer experiences a flight delay by a huge margin, they will undoubtedly complain about this. An airline that often operates delayed flights and does not inform or update customers. Normally, the airlines should inform the passengers via mail or SMS.
Customer service
Ineffective customer service is another huge complaint that passengers have with airlines. Passengers often complain about contacting an airline to seek assistance to make changes or during cancellations or flight delays. Customer service also includes passengers seeking assistance at the airport when a flight gets delayed. The Aviation Institute in Jaipur has a course in customer service that benefits all aspirants.
Airline meals
Airline meals are also an area where airlines receive massive complaints. Usually, it is related to special orders like gluten-free, child meals, vegan meals, and more. Understandably, this is an area where airlines cannot please everyone. However, they can ensure that onboard catering is perfect, people get what they ordered, and meals don’t get over before everyone is fed.
How do you handle such complaints?
Reach immediately
The first step in handling any complaint is to react immediately. Whether you receive a complaint on social media, by email, or by phone, react within seconds. Assign a person to handle the complaint, come up with a creative solution, and present it to the customer.
Stay calm and professional
The person handling the complaint must remain calm and professional. Often, the passenger with a complaint will get angry or become rude. However, you have to handle the situation calmly and refrain from name-calling. If the person is extremely rude, some guides are available and the airlines train the customer care representative. Use them or forward the call to your superior.
Make them feel validated
When a customer files a complaint, they want to feel validated. So, start by acknowledging that they are right. For instance, if they complain that their staff was rude, you can say, ‘We agree you should be treated with respect and apologize for the same.’ If you take this approach, half of the complaints solve themselves.
Educate the customer
There are issues about which the customers do not have enough knowledge. If that happens, hearing out the customer is not the only thing you should do. You should also educate them about the situation. Answer all their queries or provide any other information that may be useful for them. If you don’t have an answer to a question or a solution to their complaint, let them know you will research it and get back to them. And afterward, follow up even if they don’t ask for it. If you do this, it shows that you care about the customer and take their compliance seriously. For anyone looking to become part of the aviation industry, air hostess courses after 12th is the perfect opportunity to crack the interviews
Conclusion
An aviation institute in Jaipur prepares you to handle customer complaints through a course in customer service. The airline you work with will train you even more. Using the training and the above tips, become better at this and take it as an opportunity to improve the image of your business.
