I've been writing about continuous improvement, habits and productivity since 2007.

Service Recovery Insights From My Single Cebu Pacific Flight Cancellation And Rerouting (Part II)

(How a well known company missed an opportunity to recover a tarnished reputation. The backstory for this insight can be found here.)

First, this is from my experience and I make no sweeping generalisations. Second, I do acknowledge the company’s good intentions in venturing low cost flights to and from our notorious place. I’ve praise them for the good service  in the past. Third, I don’t make personal comments to the individual staff as I believe this is an organisational response protocol. Service recovery is an organisational effort. Fourth, I wrote this as a learning opportunity based on my experience alone. Fifth, I am in a service sector and I cannot help but learn the kind of service recovery implementation offered especially when “shit happens” in a company. 

So what did I learn?

1. TRANSPARENCY; TAKE CONTROL OF THE SITUATION ASAP.
Not one of the team introduced themselves properly and how they are related to the company. Except for their ID and uniform, there’s no other way to know who are we talking to. There’s no central person in charge of the service recovery efforts. The shuffling of tentative questions between members of the team and the frequently changing instructions revealed this. One more thing, what exactly does the phrase “due to late arrival of your turnaround plane” mean?

2. TIMELINESS; RECOVER RAPPORT, FAST!
I don’t feel the sincerity and helpfulness of the service recovery team. No one made an effort to smile or look the complaining passengers in the eye while talking to them. One asked me bluntly “Are you taking videos sir?” with a stern look. I almost replied mean to burn her brains out but, I said “no my boarding pass is in my phone, please view it now, my phones battery will be gone soon”. She gave me an idea and I almost jumped at it, but we’re all humans. So, screw that video taping.

3. CONSISTENCY; LINES OF COMMUNICATION IS KEY
Please don’t “shout” announcements when weary customers are lined up to rebook. Its not a concentration camp right? The least you can do is approach and talk to them personally, not them going up to your desk. Customers are the one inconvenienced and your job is to re convenient them! The handouts helped but not if you can’t read or understand it. Some of us got their transportation reimbursement but others, like me, weren’t able to.

4. RESOURCES; READY SERVICE RECOVERY LOGISTICS
I can’t believe it a big brand company have to hastily set up a “whatever” desk (frankly I don’t know). Someone was looking for a laptop, then a wifi connection. Someone announced at the top of his voice that we should look at our updated booking status online using our cellphones. Not all have internet connections mind you and many passengers particularly the more senior ones, are not internet savvy. Helplessness is the last thing you want for your customer to feel.

Bottomline, these scenarios weren’t well thought out before thus the response were hilariously frustrating.

Overall, I’m not satisfied with their service recovery efforts. Cebu Pac did re route and gave an extra free flight coupon. I paid for the former with my old ticket and the latter in my opinion is a poor attempt to hide a dismal service recovery efforts. I have other poor experience flying this company but I leave those as a learning instance for me.

Of course, until there’s a better airline flying our routes on those time slots, I have no choice but to fly a Cebu Pac. Again, this is not an attack on their staff because I personally knew many who are good and well intentioned.

This call is for their leaders, I’m sure they all knew these insights I mentioned. You failed your people for not training them well for this. You failed your company’s good name the moment you left service recovery in the backseat of your business strategy. More importantly, you failed your clients the moment your SR team implemented a lousy SR protocol.

Lastly, i don’t expect this company’s leaders will even read this. But I thank you nonetheless for giving me an opportunity to experience a bad SR implementation. Clearly, I learned something new today- that’s how not to run a service recovery protocol.

Indeed, the best companies are those who shine best, “when shit happens”..

By

Read More

How to fly with Cebu Pacific and not get angry at cancellations: You don’t (Part I)

(This is a two part post, the first one recounting my experience and the second, an insight into the Service Recovery protocol of the company)

Backstory:

I arrived at NAIA Terminal 3 on October 7, 2018,  2 hours 30 minutes early for my 2PM Manila- General Santos City Cebu Pacific flight 5J 997.  I only have a backpack and a hand carried bag with me. I checked in online the day prior. After the pre departure protocol checks, I went directly to boarding gate 120 and fell asleep at the bench waiting for the plane . I heard the paging system announcing  our flight will be delayed “due to the delayed arrival of our turn around flight”.  Cebu Pacific flight 5J 997  arrived ~ 2:30- 2:45PM . Passengers boarded the plane between 3- 4pm.  After around 15 minutes inside the plane, I saw the cabin doors shut and heard the pre-departure announcements on the loudspeakers. The plane backed up,  getting ready to taxi into the runway. Once I felt the plane moving, I immediately fell asleep. I woke up 30 mins thinking we were flying already.  Looking out through the plane’s window I saw our plane still lining up for the runway. When it was our plane’s turn to take off, the control tower advised our planes pilot to go back because our plane will not make it to Gensan airport’s “sunset” limitations. Our plane proceeded to the arrival area as instructed. The flight pilot and crew gave the standard arrival welcome routine. It felt really awkward though knowing we weren’t even an inch off the ground. The pilot instructed us to proceed to the customers desk at the arrival area for rebooking, rerouting and in my mind,  whatever we  can salvage from this debacle. Personally, I think the flight crew handled this flight cancellation per protocol nicely although I still would want an explanation why their arrival was delayed. I frankly don’t know what  “due to the delayed arrival of our turn around flight” mean.

Events turned for the worst at the arrival area’s customer’s desk. The permanent customer’s desk is busy with some other transactions and we were told a temporary customer desk for 5J 997 passengers will be set up immediately.

I am first in line in front of this temporary customers desk. A team of Cebu Pac ground staff gathered behind the desk doing something I don’t understand. First, they were looking for a laptop connected to their network, probably to book us again. Second, they were also looking for WIFI connection (???). Both laptop and wifi dongle arrived late. Third, no one seem to have definite answers or protocol to follow. There’s someone constantly talking to a phone, another holding typing on an ipad probably for their network while others are holding brochures and flyers. Nobody introduced themselves and I don’t know who is the person in charge. Someone or some two maybe three people started announcing and talking  to the passengers. It’s quite obvious some staff aren’t sure of their answers or what to do based on the  tentative answers and announcements we got.

They gave us one free domestic flight voucher as their way of apologising for this flight cancellation, really a mess for most of us. Our tickets were automatically rebooked for the next day gensan flight and was told free hotel accommodations (or 500PHP for those who won’t stay there) for the night. Those who want to rebook or reroute  elsewhere or another time, well we were advised to wait till they finish setting up their transfer desk.

Not wanting to stay overnight and wait for next day flight, I opted for the 6PM flight to Davao. They booked me alright, I was first in line but they refused to give me my 500Php transportation allowance. I did not insist anymore since I only had 30 mins window to boarding for that davao flight. So I ran to the departure area, went through the same boarding protocol and arrive at the gate 15 minutes earlier than the boarding time.

I barely warmed my butt waiting, someone on the paging system announced our davao flight will be delayed also due to, guess what “late arrival of your return flight”. So here I am, waiting for a plane to arrive and writing my thoughts here. I hope I’ll end up in Davao tonight. Let’s see what happens.

Update: 9:30 PM 10-7-18
I finally arrived in Davao. Hope to find a place to stay, as I left my keys to my sister’s place in the car back in Gensan. Needing a massage and coffee too. Then will write on my thoughts on this experience. A chance to learn, so to speak.

By

Read More

Remembering August, Sr.

August is my dad’s month. It is I think our clan’s month. Augusto was born August 27, and died August 8, 44 years apart. He named my younger brother Augusto Jr. Some of his “apo” was born August- Russel Aguilar Aug 17. Paul Austin De Vera Aug 10.

While my other siblings Lynette, Betsie and Augusto Jr  inherited the brilliant mind and effortless knack for “pakikisama” of my dad, I am in awe of his craftsmanship and attention to detail.

He worked at a raw, ramie textile factory, supervising people from different ethnic backgrounds during the “volatile” Mindanao in the late 70s and early 80s. Assuring an export quality, high grade ramie textile for San Miguel Corp is no easy task. He developed a keen sense for quality almost invisible to most eyes. I asked him how he knew “premium quality ramie fibers” by just rubbing it on the dorsum of his hand. “It feels a bit smooth, little rough undulating”. “And when you comb the fibers with your bare hands, the bad ones stall your fingers like tangled hair strands ” he added. “Smells different too. Like a wet rotten leaf. ” Well, his sense for fine grade, premium quality “material ” is not limited to ramie textile. He met, chased and wooed my mom within this same company. A boholana and a beauty queen, mom couldn’t resist my dad’s keen sense for “premium quality”. She married him.

I used to tag along with my dad in his office, on the field, and even in the remotest areas of Mindanao where non muslims rarely went to. “What are we going to do in that place pang?” I asked. “We’d be visiting a sick worker and hasn’t reported for days” he said. That was the first time I saw a “boss” going to a worker’s house and in a “no mans land’ at that. I still remember the surprised look at the weakened face of that worker. He couldn’t meet us inside his bamboo shanty, who I think , could barely hold 2 adults. The sick worker offered us his only barako coffee, then he handed a dried, sweet local delicacy to go with the coffee while we sat on bamboo ladder to his house eating. “Drink or eat anything they offer” my dad told me. “Thats the only thing they have and when they offer it to you, it meant they value your presence more than anything in their possession”. I was barely 7 or 8 years old then and never drank coffee but that was the most inspiring coffee I ever had in those times. I saw my dad hand something to the worker. I’m not sure if its money, a medicine or what. I just heard the word “thank you” in the vernacular. This is also I think one reason why my dad is well loved by his workers. ( At the necrological mass, trucks of his muslim workers eagerly waited outside the christian church just so they can bid goodbye to their boss friend).

My dad can also whip out a toy gun out of anything. From the stem leaf of bananas, wooden “de tansan” from spare lumber, sulpot made of bamboo. “I want a scooter!” I asked him. So he builds a wooden scooter with wheels made of old ball bearings! He is good with his hands, a craftsman i suppose. He sew all our torn bags. His mind is always busied by his hands. He draws all my school “drawing” assignments. And he is always pre occupied covering our notebooks and books with not only soft paper covers but cardboard plus transparent plastic cover on top!

Augusto, is also a very sociable person. He blends well in any group and is loved by both his workers and his bosses. He is the barkada for everyone. He’s unassuming, jovial , communicates well and has this ability to hold everyones attention when needed. He is a prolific storyteller and was a company’s toastmaster. He laughs with all his mouth wide open to his ears. I never heard him ridicule anyone nor comment on someone else’s’ misfortunes or activities. He also is a beer drinking suave. Explains why he is a constant fixture in any of his barkada’s gatherings. He loves “sabong’ thats he breeds and grows fighting cocks. He doesn’t bet though as gambling is strictly prohibited in our house. He taught me in my young age how to breed and prepare fighting cocks for derbies. I only retained the “how to cook tinola” part or if his fighting cock lose, how to eat 3-4 “balut’ in one sitting.

I was a “papa’s boy” said my siblings. True. I stayed with my dad often. I never really fully understood why he died earlier than everyone. He was just 44. I was just 8 years old then. Yet over the years I realized he never “left” us at all. He, together with our mom, inspired all of us to be where he wanted us to be. He told my eldest sister he wanted a doctor in our family. After he died, I never even thought I could go to college much less be a doctor. But look where are we now. To Augusto and my mom’s credit, they also now have an accountant, a teacher and hopefully a lawyer soon. We’re all papa’s children after all, aren’t we?!

So pang, I only got one request to you ever since you left ahead of us. Take care of me, us in all my journeys. I still remember that worried look you have every time I hop and jump above a ten foot stack of ramie textile. But you always send some angel to watch over us. I would still love that angel with me 🙂

PS. Ikaw ang “lodi” namin..

By

Read More

Top Fun, Healthy Activities Tips for You

Some days elapsed, and ice and icebergs all astern, the Pequod now went rolling through the bright Quito spring, which, at sea, almost perpetually reigns.

For sleeping man, ’twas hard to choose between such winsome days and such seducing nights. But all the witcheries of that unwaning weather did not merely lend new spells and potencies to the outward world. Inward they turned upon the soul, especially when the still mild hours of eve came on; then, memory shot her crystals as the clear ice most forms of noiseless twilights. And all these subtle agencies, more and more they wrought on texture.

It was so; only that now, of late, he seemed so much to live in the open air, that truly speaking, his visits were more to the cabin, than from the cabin to the planks. “It feels like going down into one’s tomb,”—he would mutter to himself—”for an old captain like me to be descending this narrow scuttle, to go to my grave-dug berth.”

It was of a dark, purplish, yellow colour, here and there stuck over with large blackish looking squares.

Some days elapsed, and ice and icebergs all astern, the Pequod now went rolling through the bright Quito spring, which, at sea, almost perpetually reigns on the threshold of the eternal August of the Tropic. The warmly cool, clear, ringing, perfumed, overflowing, redundant days, were as crystal goblets of Persian sherbet, heaped up—flaked up, with rose-water snow. The starred and stately nights seemed haughty dames in jewelled velvets, nursing at home in lonely pride, the memory of their absent conquering Earls, the golden helmeted suns!

Continue Reading

By

Read More

× Close