I have a (let’s call it theoretical) question I’d love to get feedback on from OMAAT readers…
I do what I can to review flights honestly
I’ve been reviewing airlines for well over a decade, and I go great lengths to try to be as transparent and thorough as possible about my flight experiences. For example, unless I otherwise explicitly disclose it, I don’t let an airline know I’ll be reviewing a flight, I don’t ask for early boarding to get pictures (since that would give away what I’m doing), etc. Rather I just try to have the same experience as everyone else, as much as that’s possible.
I also recognize that what I write carries some weight (sometimes), and I know in some cases actions have been taken against employees based on what I’ve written. While I don’t want to negatively impact someone’s life, I also think that it’s only fair to be honest if someone isn’t doing their job, because nothing will improve without feedback.
But that brings me to a situation I’m conflicted about…
What level of detail would you share here?
Here’s where I’m conflicted. Say, theoretically:
- You had an amazing flight in first class on a very well regarded airline
- The crew (or at least part of the crew) was really fun, and in many ways their laid back attitude contributed to a great experience
- But let’s say that you’re familiar with the service standards on said airline, and they failed to meet so many of them, and the airline would most definitely want to know if someone was acting this way, and would probably take action against them
- Let’s say there was nothing truly scandalous here (it’s not like the crew was drinking on the job or disappeared from the cabin for hours), but there were multiple violations that were significantly more serious than not addressing someone by their last name, or something of that sort
What would you do in this situation if you were to review the flight?
- Would you share everything, even though you loved your flight and actually found the person to be really fun and entertaining, but also totally ridiculous?
- Would you just not talk about service?
- Would you leave out some details?
- Have I shared too much already? 😉
It’s my job to be honest, objective, and thorough, though I’m still conflicted:
- It seems silly to get someone in trouble if you really still enjoyed your experience
- I also feel like all passengers can provide feedback directly with the airline, and if multiple first class passengers reported this kind of service, I imagine the employee would have been reprimanded; so that makes me wonder if this was an isolated incident, or what
- At the same time, as long as I’m being honest, I shouldn’t really hide anything, right?
I do everything in my power to review my flight experiences honestly. If service is great, I love to give that person credit, in hopes that they’re recognized by management. If service is bad, I hope that it can lead to improvements and retraining at the airline.
But what happens if service is (theoretically) the most unprofessional you’ve seen on that airline, yet oddly fun, and you still have a great flight?
I’m curious to hear what OMAAT readers think?