Thursday, January 15, 2009

A Burmese Lesson In Superior Airline Service

Sherman Oaks, California

Reason contributor Kerry Howley was refused entry into Burma -- no doubt for her published criticisms of the military regime -- but the fascinating part is how polite and considerate Thai Air Asia was about the situation.

Will Wilkinson explains:

We waited and waited, with the pleasantly patient Asia Air [sic] staff, who apparently could not leave until we were processed one way or another . . . . We love Air Asia, who apologized to us for holding up their return flight to Thailand and kindly advised us on getting back through Thai immigration in the weird circumstance of having just left the country hours before.

Thai Air Asia is not a full-service airline; it's a scrappy, low-cost carrier very much in the Southwest model. Waiting on Howley and Wilkinson's immigration clearance cost Thai Air Asia time and money and probably screwed up its timetable for the day.

Yet, aware of the value of satisfied customers, the airline personnel were polite and professional about the situation.

The chances of having this occur with an American airline are zero.


Anonymous Anonymous said...

How superior was this service for the plane loads of people who were left waiting for their delayed flights?

5:41 PM  
Anonymous Jamie Sanbonmatsu said...

doesn't it say the airline couldn't leave till they were "processed one way or the other?"

9:38 AM  
Blogger PKL said...

The point is that, facing a delay caused by the Burmese (who granted Ms. Howley a visa but then refused to let her in), the airline personnel were polite and gracious.

That is not the norm with U.S. carriers.

10:38 AM  
Anonymous Anonymous said...

Is Thai Air Asia under Malaysia's Air Asia, or is it something completely different?

5:21 AM  

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