In the hands of veterans

Nobody’s idea of travel fun.

Crowded kiosks inside Terminals 1 and 3 at Pearson. Automated luggage processors. Swamped ticket counters. Endless security lines. Chaotic airline gate waiting areas. Scrambling for carry-on space in overhead bins. And lacklustre service in the air.

None of these places has been a welcoming spot for Canadians flying domestically recently. Indeed, when my wife and I went through all those figurative minefields last weekend, I think the overwhelming question we asked ourselves was:

“Why would anyone actually want to attempt air travel right now?” (more…)

Customer Service 101

Stormy weather on the customer service front.

Remember those threatening storm clouds that rolled over town last Saturday morning. They popped off some lightning bolts, rumbled with thunder and then, just as Canadian Tire was full of folks doing last-minute Father’s Day shopping, inside the store there was a momentary blackout.

Simultaneously there was an audible sigh as everybody in the store realized what it meant. The store’s entire electrical system – from lighting, to security alarms to cash registers – would have to reboot before things got back to normal. What was worse, with everything at a standstill, the line-up at the checkouts was growing fast.

Almost as quickly, with the temperature among impatient customers (and the store itself because the air conditioning also had to reboot), a guy in a blue Canadian Tire shirt slipped past the queue, grabbed an armful of bottled water and began handing out the bottles for free.

“Sorry for the inconvenience,” Kevin the store manager said. “We should have things back to normal in a couple of minutes.” (more…)