This all comes down to customer experience, one sour experience can lead us away, to other companies or other options. A little honesty and expectation setting can go along way, in the case of my missing bag, it would have made all the difference in the world. Such a sour experience means I will evaluate alternatives in the future.
That's the summary to a good post about lost luggage and the tales the airline company told while the luggage was busy not being found. I've had similar problems with airlines and factual information, with two sets of circumstances:
- Lost bags
- Delayed flights
The latter circumstance comes up far more often, and the amount of pure dissembling that airline reps are willing to spread amazes me. If you don't know anything, just tell me that. I'd rather hear that you have no idea, than be told "just another 30 minutes" every hour or so. Is there a PR moron working for most airlines who thinks that we would rather have authoritative sounding BS than non-authoritative sounding honesty?