Continental flight 1048: Service nightmare at 40,000 feet « The Red Light Project

Excuse me Miss, can you take this empty cup?” Lily: “NO, I can’t right now. I’ll come back when I can.” One hour later. “Excuse me Miss, can you take this cup now?” Lily: “NO, not now.” Wow, is that Lily’s face next to the definition of curt in Webster’s. Actually no, that would be occupied by one of the other two flight attendants who also wouldn’t take an empty cup, smile, or even TRY to accommodate, and instead served the entire flight as if it was a burden, not an opportunity to build customer loyalty.

It takes just one bad experience to sour the whole brand. Keep this in mind, and keep in mind your service recovery moments!