"Fly as you wish" cannot be at the expense of customer experience
Zhang Guodong
Spend three to four thousand yuan to purchase the "Fly as you wish" air ticket package service, and you can fly an unlimited number of times in a period of time under certain conditions.
Since last year, many airlines have launched such a new model of ticket business, and the product has been extremely popular once it was launched.
However, there have been media reports recently that with the increase in consumer travel, "XuXinFly" products have been criticized for their "deep routines" and difficulty in exchange.
Specifically, the number of redemption tickets is not transparent in many airlines. When consumers buy tickets, they think they can fly as they please, but when they exchange tickets, they find that there are no tickets.
Some consumers have also found that once the flight they booked is cancelled or delayed, even if it is not their responsibility, it will be counted as a breach of the consumer's contract, and even be directly disqualified from "flying as you wish".
Once a dispute arises and a complaint is required, it will be difficult to dial through the manual customer service and the complaint will not be taken seriously.
At this point, "flying with heart" at the expense of user experience has become a veritable "flying with heart".
It should be admitted that during the severe epidemic last year, airlines launched "fly as you wish" products, which played a certain role in stabilizing the cash flow of airline companies and withdrawing funds. However, such products are essentially "losing money and earning praise", and consumers are flying more and more. The more, the more the company loses.
At the same time, as the epidemic prevention and control situation stabilizes and the frequency of public travel increases, airlines sometimes need to choose between losing some ordinary passengers and limiting the number of "flying free" passengers. Service quality is therefore facing challenges.
But in any case, these are not reasons to turn "flying with your heart" into "flying with your heart", nor are they a shield to ignore the legitimate rights and interests of consumers.
Since the airline has launched the air ticket package service called "Fly as you wish", it should be more sincere and less routine, so that the corresponding rights and interests of consumers can be truly implemented, rather than just focusing on their own interests and ignoring the user experience.
In fact, to measure the quality of an aviation product, the key is not how good the name is, but how the user experience feels.
It is true that the gold cup and the silver cup are not as good as word of mouth.
If you sell products at the expense of user experience, you will lose more than you gain.
Only innovation and design centered on user experience can truly win the market.
It is reported that a number of airlines have recently announced the removal of the "Fly with Heart" products. However, removing a product is not the end, but only the starting point for problem solving and reflection. In other words, airlines need to show more sincerity to solve the problems encountered in the user experience of "fly as you wish", and make up for the losses caused to them as much as possible, so as to maximize their own image. And on this basis, to adapt to market demand, launch more innovative and vital products and services to meet customer experience and achieve a win-win situation.