As a frequent flyer I spend a considerable amount of time on airplanes. Although many of us take flight for granted (how a Boeing 787 even gets off the ground is a miracle to me!), every successful flight requires a team effort. A great customer experience starts upon arrival at the gate and continues until exiting the plane at the final destination; requiring no less than dozens if not hundreds of people to make the experience a success.
During a recent flight back to Toronto I was unable to obtain a seat in first class so I politely asked the stewardess if I could have a pillow for my lower back (as I could see extra pillows in the overhead compartment at the front of the plane).
“I’m sorry sir, those are saved for our first class passengers – it’s company policy.”
Always one to pick my battles I let this go, or at least I’m still trying to…