Here is a tale of two times.Our national airlines, only 5 years back & today. In the past we were treated like any monopoly company treats its customers, take it or leave it. We would blow our heads off in front of the sick people that worked there and get reponses like” what are you gonna do about my lousy service?Please visit our complaint department and see if I care or not!” by the way, that was the smoothest of responses.

So where do I begin? First off, I haven’t been on any of their international flights in over 10 years, and I have covered some heavy milage over the course of those years. I have never, ever given them a good word of mouth, never imagined travelling on their new aircrafts even if they promised me a dance between the moon & New York city!

I think the best way to do this is have a recent incident with all its pitfalls and benchmark against the past, that’s right, the past being the worst.

A few day’s ago I needed to travel to two cities in our country (not international) and I was a bit late in waking up (5 in the morning), did not pack my bags the night before, did not have my boarding pass, with a flight taking off at 7.00 in the morn. I barely pack my things, don’t forget a thing, lock everything down, feed the fish, move in half a wake speed, get to the airport at 6 am. We can now start the two scenarios:

Old school: Forget it, unless I know someone on the inside, drive back home, or give it a chance, a very wild shot. I enter the airport, very messed up, frowning staff; no one wants to make eye contact with you except for 1 in 10 staff members. I eneter panicking and it shows BIG TIME on my face, I run to the nearest counter, and wait in eager beaver style, showing them I am First class to get attention. The guy at the counter looks up at me, looks away in a very slow motion like movement. Then gives me hope again by looking my way again, and then does his act once again.

Finally he points at me with his finger, as if I am a new cadete at the the army, and he is our drill sergeant. I move fast and with the biggest smile I can make, he asks me where I’m going? I suddenly forget, then pull out my ticket and pass it on to him in total frightness. He looks at me with a big laugh and stutters something like” gates are closed!” “ NEXT!”. I look at him in total droopy, cute, lovable style trying to show him I am in trouble and need his help. He repeats the famous word “ NEXT!” the guy behind me, makes his move, I block his every move, and make one more attempt only this time with a bit more aggressive tone” Come on! I am first class and there is 1 hour left!!” He replies with total anger” Why don’t you people arrive on time, we always face people like you, can’t you get your act together” I lose my temper and tell him to remember I am the customer here, not him behind the counter! He snaps back at me like some hound dog” DO you have a problem with my service? Go see our supervisor”.

I snatch my tickets and move away to think for a minute. I don’t know what to do? I suddenly see a friend from back in school days, I run to him; he greets me and asks if he can help. He takes my ticket and goes to the counter, pushes the guy aside and starts to check and use his walkie talkie, I can see the counter freak staring at me, he whispers something to my friend and my friend looks at him and continues working away. It’s all about who you know they tell me. He appears from behind the counter wth my boarding card, I run and stare at the freak behind the counter wanting to go and smear my boarding over his face with a kid attitude to get him pissed off, I have no time for this I run to the gates.

I am greeted with two staff members mumbling away about lasts night football game and the bad manager that was off today. They ask me about my destination, I answer like a good boy… Sorry, the flight has closed its gates, where have you been? Come on man! It seems the freak behind the counter had his way finally. Suddenly my friend felt there was going to be an incident like this, and makes his magic.

A ridiculous bus that goes up and down like a yo-yo arrives to drive me and 3 other passengers to the plane, we enter with disgusted views from the hostesses and stewards, they despise me, the customer who was late 5 minutes. We sit and wait in the plane for a while, suddenly the pilot sweet talks us and says they will be delayed for 15 minutes only. The crowd roars in anger. We eventually leave the airport at 8.30 am. An hour and half late, people lose their connecting flights, miss their appointments, disgusted by the service repeat after one another “ What’s new? “ as if an echoe in an empty valley. I think their slogan was ” Whoever said the customer was ever right, needs 2 learn a few tricks from us, Besides we are the only airline…lol”

I swear I used to hear stories of people fighting with customers and getting away with it. I heard of a story where one staff member was boasting he beat up his manager and got away with it. Seniors in management would book all the first class seats and you would never find a seat as a customer in rush times. Hostesses were always PMSing, stewards were talking from the tip of their nose, requests were frowned upon, special requests denied, and you were ordered to leave your seat in favour of a family seating preference, not requested. The airport was a total mess, toilets were more disgusting than sewers.

I can write books on the subject, I chose to do what silent customers do: Let them drown in their own mess, sooner or later they will face reality, reality hurts and so will they.

Suddenly I see light at the end of the tunnel, maybe in 10 years, but it’s still light.

TODAY: I was late, I was business class, flight was closed, I was upgraded by the help of a delightful new yong hire, the atmoshphere in the airport was fineer than ever, the hostesses were ok, the stewards were amazing, the food was great, the experience was a surprise to me, and the planes were new!

Should I give them a chance on my next international flight? Would you?

mamdooh al-radadi

me@mamdoohalradadi.com