Case Study: Observed Flight 541

Observed flight 541 to ORD at gate D27 being worked by Orlando and a female agent with dark hair. Orlando used some of the elevate behaviors by greeting, smiling and listening to the customers’ needs. More use of customers’ name, sir or ma’am and thank yous could be offered. The female agent scanned boarding passes and offered few smiles, greetings, little eye contact and use of customers’ name, sir or ma’am. On two occasions she was observed rolling her eyes as customers approached her. She appeared to be processing customers instead of elevating The Everyday Experience. There were missed opportunities to elevate (by both agents) by not asking customers if agents could be of further assistance at the end of the interaction. Two baggage
Stephan used most of the elevate behaviors by engaging with customers. He greeted customers with a friendly smile, listened and acknowledged their needs, provided options and thanked customers. The male agent scanned boarding passes and used few elevate behaviors. During the flight there was few smiles, greetings, little eye contact and use of name, sir or ma’am used. When customers approached him before boarding he would say ”question” instead of welcoming the customer. There were missed opportunities to elevate before boarding by not asking if they could be of further assistance at the end of the interaction. The agents name was not identified in the Baggage announcement and the term free was used. No Welcome announcement was made. The ConciergeKey announcement was combined with Group 1 and no lane was designated. Groups 2, 3, 4 and 5 did not designate a lane. Group 5 was correct; no lane was designated in Group 6. The next announcement was for all groups all lanes. The required Basic Economy announcement was not made after Group 4. A final call was made for the flight. Customers seated in the exit row were asked “willing and able” instead of the full required question. Agents enforced the number of carry-on bags. Several customers were allowed to board with expanded oversized bags. Stephen was uniform and name bar compliant. The male agent was not wearing a name bar and had a red lanyard hanging out of his pocket while working the flight which is not in compliance with the Uniform and Image