Japan’s low-cost carrier Skymark Airlines is making a concerted effort to cut operating costs by simplifying services. Japan’s major daily Mainichi Shimbun reports that since mid-May, brochures have been placed in all seat pockets letting passengers know that they are not allowed to complain during their flights! If they wish to file a complaint about any aspect of their flight experience, they must do so after the flight by calling its customer centre or public consumer affairs centres. In addition, the brochures advise that “crew members will not help” passengers load bags into the overhead bins and that the company does not order crew members “to use polite words” in dealing with customers. They end proudly with “We provide onboard services in a style that makes a difference from others.”
[Deep breath]. So it seems that this organization thinks that being helpful and polite is what is sinking their business! Apparently, the way to increase revenue and build customer loyalty is to be unhelpful and indifferent. And this too in a country where good manners and protocol are the pillars of society and a fundamental way of life! Sheesh!
I wonder how successful this approach is going to be. I think you can tell that I believe it’s a step in the wrong direction, and evidently at least one other person agrees with me. According to the newspaper report, an official of another airline expressed concern that the concept could affect the reputation of the entire air transport industry. What about you? What do you think?