Real-time service moment

 

      

        

        My real experience happened at an airport in Japan when I was heading to Canada to study abroad. The plan was to fly from my local airport to Narita airport what is a larger airport in Tokyo, and then from the Tokyo airport to the Vancouver airport. However, the weather was very bad that day and the plane was delayed due to heavy rain and thunder. I had to go to Narita Airport, and I was very impatient. The plane that was supposed to depart was more than an hour behind schedule, but there was no announcement other than the information that it was delayed. Since I had no idea why the flight was delayed or at what time it was scheduled to depart, the passengers who were waiting for the flight were very upset, and there were many complaints. In this situation, it is important to share information. By sharing information not only with airport staff but also with passengers, confusion can be prevented, and passengers can make their own plans for the rest of the trip. The plane took off two hours later than scheduled. I arrived at Narita Airport an hour and a half before the flight to Vancouver was scheduled to depart. I was in a hurry, but there was an airport staff member waiting for me at Narita Airport, who guided me through the process, and I was able to board the plane without incident. The flight was delayed at the first airport, and the Narita airport staff had informed me of the delay, so boarding went smoothly. This shows the importance of information sharing. Sharing detailed time and status information among staff members can stop customers' anger and complaints, and in turn, can make them grateful, thus building a good relationship with customers.