It’s the little things that build airline loyalty. Sometimes, it’s just a kind gesture when a problem arises.
Despite my trip reports showcasing wine and champagne, I really don’t drink that much. In fact, even at business lunches I generally pass on alcohol since my business partner partner is a teetotaler. But no trip to Hawaii on United is complete without a Mai Tai. Even though United uses a fairly calamitous pre-fab mix, it’s just part of the experience…it has been for years and years.
So you can imagine my disappointment…and coincidentally the disappointment of my seatmate…when we ordered Mai Tais but were later told that catering forgot to board them. The FA was apologetic, but what she could do? It wasn’t her fault. Looks like I was sticking to sparkling water, which wasn’t a bad thing at all…
But about 10 minutes later the FA appeared with something that looked like a Mai Tai.
I don’t know how these are going to taste, but the bartender tried her best to whip something up. See what you think and it’s totally fine if you don’t even want to give them a sample. At least it has rum in it!
Both my seatmate and I were shocked. Who goes to that extra effort? Even if the cocktail turned out horrible, it was truly a kind gesture.
But you know something? I’m not even sure what that pink stuff in there was, but it tasted BETTER than United’s usual Mai Tais. We had lucked out thanks to the catering error!
An extra smile, an extra touch like Delta’s bellini’s in economy class, an extra gesture of kindness…it goes so far, at least for me. I may be loyal to United for irrational reasons (I don’t think so), but it has certainly been little acts of kindness like this over the years that make me very reluctant to even consider another U.S. carrier.
I write about this stuff as if it never happens. Yet I know FAs–from around the world–go the extra mile all the time and do not get recognized for it. Well, at least for me I can say that this sort of personal touch really means a lot in making me a loyal customer.