Myopics make hay while the sun shines

Its appalling how myopic business firms turn, when faced with an opportunity to 'make hay'. The Jet pilot strike that left passengers stranded should have been an opportunity for rival aviation brands to start a relationship with flyers by helping them in their time of need. The help they could extend was by assisting these stranded flyers get to their destinations by issuing tickets if they had vacant seats on their flights or even by guiding them to other airlines that may. Instead, passengers allege rival airlines doubled their fares arbitrarily knowing fully well that flyers would be forced to buy tickets at those exorbitant prices.

What the airline's done is make hay while the sun shone. But the larger fallout is a lifelong impression they may have created about themselves in the minds of flyers who bought their tickets at exorbitant rates. An impression of being sneaky opportunists. Remember, in all probability, this will be an impression for a lifetime. And that virtually makes a relationship building scenario go kaput.

What's even more appalling about what was witnessed is that such 'money making' acts are encouraged in business firms. Maybe the 'architect' is even rewarded. That's such a pity. Because though it surely makes more money for the present, it shuts out the possibility of lifetime value from consumers.

Now that's reason to mourn.

Comments

BRS said…
IMHO, this is a case where our population works against us. For every dissatisfied customer, these corporates can find thousands of other gullible ones.
Soumya said…
Hi Sir,
OK I agree on the part of the other airlines ,however I am just curious to know from you as to what could Jet management have done right in such situation to withhold its customers
As , talk from my point of view, I would be forgiving to Jet if they would ensure to me that they are trying their best to help me .Also since most custmers have short term memeory when it comes to such experiences, I am sure Jet will not get completely removed from the choice list(Also considering the limited choice of good quality services available)
Soumya said…
Hi Sir,
OK I agree on the part of the other airlines ,however I am just curious to know from you as to what could Jet management have done right in such situation to withhold its customers
As , talking from my point of view, I would be forgiving to Jet if they would ensure to me that they are trying their best to help me .Also since most custmers have short term memory when it comes to such experiences, I am sure Jet will not get completely removed from the choice list(Also considering the limited choice of good quality services available)
KrishnaSagar said…
1) First of all, the airlines are in severe losses (except Paramount airlines which has a different business model). They are not getting enough capital from banks/financial institutions due to their horrible losses in the balance sheet. Hence survival is more important than being nice to customers.
2) All the airlines have informally formed a cartel and increased prices, so that customers cannot complain and discriminate against any 1 particular airline. The customers may hate the airline sector if he chooses to!
3) Public memory is short and customers have limited choice in choosing airlines. Hence they will be forced to take the flight.
4) The communication from the other airlines should have been more clear (in typical corporate lingo) to assuage the doubts of the customers that airlines are opportunist.
KrishnaSagar said…
Chose option to email further comments
deep said…
Dear Sir,

In a such a scenario, where Jet has no control over the happenings. What could have Jet done in these couple of days in order to ensure that their customers do not face any inconvenience? Could they have collaborated with other airline and transfer their passengs to them in the same fare?

As mentioned earlier customers have short term memory, they would forget this incident and in a industry like aviation customers are loyal only to the prices offered and not to any airline per say. What could have Jet done in such a situation?

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