pawlconsulting.com Blog - Business Ethics

Archive for the ‘Business Travel’ Category

Business Ethics, Business Travel, Ethics

June 1, 2009

Customer Service Gone Bad!

Tags: , , , , , ,

I have talked many times about the theory of “the customer is always right.” Once again, it is not necessarily that the customer is in the right, but they should at least be left with the perception that they are being given the benefit of the doubt. While many companies out there are very good with this others are not. It should be remembered that not all customers can be satisfied, but when a company goes the extra mile to make a customer angry their existence in the business world at all should be questioned. When this occurs it not only breaks the basic rules of customer service but delves into unethical behavior.

A perfect example of not only bad customer service, but unethical behavior can be seen in the company Music Express Limousines. About a year ago I utilized their service for a pick up at LAX airport, which a friend had booked through her company at the suggestion of Music Express’ VP of Sales, after a grueling business trip to Mexico City. My flight arrived very late, and needless to say I was exhausted. The driver was there waiting, as I was his last run for the evening, and promptly took control of my luggage cart while escorting me to the car. He opened the door, gave me a nice cold bottle of water and proceeded to put my luggage in his trunk. It took us approximately 45 minutes to get to my house during which I could barely keep my eyes open. Upon arrival he handed me my bag and shut the trunk. I immediately asked him for my second bag at which time he indicated that there was only one bag. Trying not to lose my mind I asked him why he didn’t put BOTH of the bags on the cart into the trunk. He spent the next 10 minutes arguing with me and insisting there was only one bag all the while I became more and more frantic at the knowledge that he had left my carry on bag with my computer and camera on the cart. He never for a single minute took responsibility, and he even called his dispatch to say I, the customer, must have left it at the airport. I was livid, and his response was to call his dispatch and have someone get back to me in the morning. At that point I demanded that he drive back to the airport immediately WITH me in the car. While in the car I called the VP of Sales, whom I had known for many years and let her know what was happening.

After 45 minutes more of pure hysteria at losing all of my equipment, and his lack of care, we arrived back at the parking spot in the nick of time. A very honest LAX employee collecting carts saw the bag on the cart and called the airport police. We had pulled into the lot just behind the police vehicle, which informed us that they would have treated it as an explosives scare, but luckily they carefully reviewed my ID and released the bag without further incident. At this point you would think all’s well that ends well, but you would be wrong.

The driver not only still never took responsibility for his critical error, but the situation got worse. The VP of Sales defended the driver! Let’s face it folks, when you hire an expensive limousine you are paying to be picked up and taken care of. When the driver tells you to get in the vehicle and he will secure your bags you also expect professionalism. THAT is what you are paying the exorbitant rates for.

The VP of Sales for Music Express finally offered to refund my money or give me a complimentary airport run at a future date. I thanked her for her help and accepted the future ride in good faith. From there I thought we had solved the problem, but alas this was not the case. She called the company that I booked the limo through in order to try and get my friend in trouble, which was curious considering I had paid the bill and it had nothing to do with my friend’s company. Still I left it alone.

Cut to today, a year later, at which time I wanted to collect my agreed upon “make good” transportation. After asking nicely to redeem the make good, this is what I received:

From: Maureen *******
To: mpawl@pawlconsulting.com
Sent: Jun 1, 2009 11:27 AM
Subject: Re: Hey you

Hi Morissa,
I hope this email finds you well.
Unfortunately time has expired to use the one way transfer and ****
******* Travel is in agreement of our decision.
Thank you, Maureen

This was interesting as I am NOT an employee of this Travel company that made the booking, nor was it a “free ride.” They booked it for me after this same person had suggested I do so, and it was a paid trip. One in which, I might add, almost cost me thousands of dollars in equipment due to their driver’s error.

So the moral to the story is that for many companies customer service has not only become disposable, but executives tend to feel that they are impervious to normal ethical behavior. When a company is wrong they should admit it! The customer is not always right, but to go out of one’s way, as with the case of Music Express, is not only a poor business practice but highly unethical. In this case, there are plenty of good transportation companies that treat customers properly. Not only will I not use Music Express, but I will encourage all I know to not use them as well.

Airlines, Business Travel, Travel & Tourism

May 1, 2008

Welcome Aboard

Tags: , , ,

The way passengers are loaded on an aircraft has always been a mystery to me despite having worked for airlines. For example, United Airlines boards passengers based on the window-seats-first principle. While this is effective and sounds logical it sometimes defies the very chaos it was designed to avoid. During business trips I prefer to be in an aisle seat. I also suffer from mild claustrophobia so if the aircraft is small or prone to be a packed route, I will sometimes opt for an aisle even on a long pleasure trip. Most business travelers prefer the aisle seats for a variety of reasons and this is where the trouble starts.

Passengers are instructed that one bag only may go above in the storage bins and if there is a second bag, it must go under the seat. This is repeated every two to three seconds over the public address system and yet most leisure travelers refuse to pay any attention to it and then claim they didn’t know when you frustratingly try to find space. The people seated in the window seats stuff the overhead bins to capacity so that by the time the aisle seats get on the aircraft there is no room whatsoever. This not only creates more chaos, but takes up valuable time as people jockey for space. The flight attendants do their best to remind people, but are unable to actually stop them from stuffing everything they own in the bins.

Other airlines board passengers based on the back to front system. This seems to be a little more effective with regards to getting people boarded quickly and making sure they do not take all of the space around them. This often works better than the window seat method, but I have been on flights that still end up having the forward bins full when some passengers decide they would rather put all their bags in the front so that they can just grab them on the way out rather than carry them down the length of the plane.

What this all amounts to is a lack of consideration. Have we truly become a society that just does not care about our fellow travelers? There is not much we can do to bring back the “joy” of flying anymore, but at least a little thoughtfulness would go far. Acts of random kindness are always appreciated.

Reprinted from my blog at a national travel magazine

Airlines, Business Ethics, Business Travel, Opinion

February 7, 2008

Baby On Board

Tags: , , ,

I am really a pretty easy going air passenger. I don’t ask for much. I rarely bother my seatmates. I can handle sitting in coach and I don’t even moan when the person in front of me leans the seat back into my lap. I typically turn on my iPod, put my noise canceling headphones on and read a book or take a nap. However, I draw the line at children under two sitting on an adult’s lap anywhere in my vicinity.

Different authorities have voiced many opinions on this practice, but now I am going to throw in my two cents. First of all, what parent in their right mind thinks it is okay to hold an unbelted child on their lap while an aircraft takes off or lands? Let’s just look at the safety aspect to begin with. The adult is safely tucked in while the small child is free to become a projectile at the whim of turbulence, and this is assuming the adult is awake. If the adult has fallen asleep then it is anyone’s guess.

My second point is purely service oriented. It is bad enough that we sometimes get stuck in a seat that will not allow us to move in any direction and oftentimes leaves our bodies in a permanent sitting position long after arriving at our destination. However, the child under two is an added annoyance. Don’t get me wrong – I don’t dislike children, but I don’t like them sitting on my lap unless invited to do so either. I have a pet peeve with little ones falling asleep on me, kicking me, spilling their food on me, or worse yet, drooling on me in flight, and I fail to see the wisdom of an airline allowing parents with small children to inconvenience fellow passengers with this continued practice of flying free under two years of age as long as they are seated on an adult’s lap.

One time, while on the way to a one day business trip, I actually had a lap child spit up their mushy breakfast in my direction. While normally inappropriate in the best of circumstances, I was a little incensed at having to arrive at my meeting with the smell and stain of pureed peas on my suit. Another time, recently in fact, I attempted to get a few hours sleep on the way to New York from Los Angeles only to have the gentleman next to me allow his lap child to continuously hit me with various body parts as it restlessly tried to get comfortable across daddy’s lap. Despite being disturbed every five minutes I refrained from reminding “daddy” that the rule was the child stayed on his lap, not everyone elses. And just when I thought this was all bad enough, on my return trip from New York, I experienced another little jewel standing on her father’s lap while he slept in the seat in front of me. Not a big deal except she seemed to have some fascination with the contents inside her nose while leaning over the back of the chair in my direction.

So I ask readers, is it me or is this just an insane practice that has to stop? If I have to have a ticket to get on so should the child. If I have to sit in a seat, shouldn’t all children have to? Why is it okay for children under two to annoy and inconvenience paying passengers that are already annoyed at being crammed into a space the size of a dog carrier? And why for goodness sake do we, as a society, not have an issue with the reckless disregard for the child’s safety all in the name of saving a few bucks?

Reprinted from my blog at a national travel magazine

Airlines, Business Ethics, Business Travel, Travel & Tourism

January 31, 2008

The Luggage Dilemma

Tags: , , ,

I suppose most of us usually travel on an airline assuming that our luggage will arrive either with us or, worst case scenario, a few days later. What we don’t expect is to find that our luggage has arrived, but only after having been completely plundered by the very people we entrusted it to, yet this is exactly what is happening with luggage going into and out of South Africa.

I thought it was a fluke when a friend of mine went there last year only to have one suitcase looted of anything that could possibly be resold, including her clothing. Luckily for her, they took the Levi’s and left the Armani! I then assumed it was coincidence when another friend divulged that a few months earlier a similar thing had happened to him when traveling to South Africa. One of his two bags had been opened and anything of value liberated. As I questioned both travelers, I was surprised to discover that in both situations the cases were opened with TSA keys! In fact, in one case they even left a little note indicating it had been officially opened – how kind. Of course, I found this to be appalling, but after realizing that it was airport personnel I became twice as concerned.

As the dawning of 2008 came and went without hearing of any more incidents I began to think that either the South African government had done as promised to stop the thefts or that it was indeed mere coincidence that two of my friends had been hit. After all, I have traveled there many times and have never had this experience despite State Department warnings. However, just the other day my neighbor’s sister arrived from South Africa having gone through a similar incident. Anything remotely worthwhile was missing from the suitcase. I immediately inquired as to whether or not she had put TSA locks on and whether they were still locked, to which she replied, “Yes, my dear. The TSA locks were there and still locked. The government has apparently solved the problem. Unfortunately, they cut the bag open due to no longer having the keys.”

As I scratched my head in semi-disbelief, I reminded myself of something every international traveler must tell themselves as they click their heels three times: “There’s no place like home, there’s no place like home, there’s no place like home.” Yes Dorothy, you’re not in Kansas anymore!

Reprinted from my blog at a national travel magazine

Business Travel, Hotels, Travel & Tourism

December 20, 2007

The Jewels of San Francisco

Tags: , , , , , ,

Location, location, location! Okay, so how many times have you heard that one? But it is the absolute truth. When visiting or doing business in any city, location is all-important; however, you must pair location with quality as well.

I feel the need to let you know about two of my favorite city jewels in two different locations. First off, I must tell you that I can be easy to please, but I can also be fussy. Especially when I am tired! I often have to stay in the city when I am doing business in Los Angeles as I live in the boondocks, and last week I had the pleasure of staying at the Four Seasons Beverly Hills. I wasn’t feeling well, I was tired, and I was cranky, and they seemed to notice that right away despite my best effort to hide it. Sometimes a hotel is a hotel is a hotel, especially after you have been on the road for a while, but that evening they made me feel so relaxed.

First, they got me something to drink when they escorted me to my room. A lovely room, but it was the service that impressed me. I wanted to tip the gentleman, but he refused it! Now, that was amazing to me, in combination with how they had succeeded at making me feel relaxed. Luckily for me, they took away my crankiness in a flash.

My second little jewel is the Triton in San Francisco: a delightfully small boutique hotel that has the distinction of being the only one having rooms designed by the likes of Jerry Garcia, Carlos Santana and Kathy Griffin, to name a few. Talk about fun, but it doesn’t end there. The location is outstanding, just outside the Chinatown gates and steps from Union Square. Oh, and it’s across the street from a Starbucks, which is essential for my sanity and survival.

I had arrived very early, and despite having a full house they had a lovely corner room ready for me within a couple of hours. Unfortunately, it wasn’t one of the designer suites, but it was a quaint, funky one nonetheless. I had some meetings to attend in the local business district during the day, but after another exhausting day, I had a complementary glass of wine by the warmth of the fireplace in the Triton lobby before heading out to my evening function. Nothing relaxes me more on a chilly winter evening!

Reprinted from my blog at a national travel magazine

Business Ethics, Business Travel, Opinion, Travel & Tourism

December 13, 2007

Viva Las Vegas

Tags: , , ,

Las Vegas has always been one of those surreal towns where everything you see is fantasy. In fact, I don’t know of another town quite like it anywhere else and I often marvel at just how many people pass through there every year.

Recently, I attended a conference there and wondered how a city like this has been able to court so many business conferences when it is a man made playground. Does any work ever get done? I wonder. The truth is you can lose yourself so easily in this adult fantasyland if you are not careful.

It is a town where anything can be had for a price and money is rarely an object. However, there is a dark side to Vegas today and one that may actually be surprising to most. I have been coming to this town my entire life at least once a year, most times many more, and I have seen so much change over the years. When I was a kid I remember being escorted to a table front and center at the Hilton fifteen minutes before Elvis was due to take the stage as my father and the maitre d’ patted each other on the back. There was no need for him to buy tickets months or a year in advance at inflated prices. There was an unwritten code of conduct. Now, today we would call it unethical, but let’s look at the positive side of things.

Nowadays, there are shootings all the time, in front of major casinos, and sometimes in them. Crime is rampant. It is no longer as safe as it was to walk the strip at any hour and if you do, you have to wade through the hawkers trying to hand you little cards of phony escort services. Back in the day, none of this would have flown. It was a rough time in the mob days, but it was a safe town also. You never had to worry that you or your family would be involved in a shooting because that element was never tolerated and your loyalty to a casino earned you respect. Today is a different world. Corporate America moved in and the “bottom line” became the only thing that mattered. Now, I am not suggesting that the bottom line is not important, but let’s fact it – a casino will always make money and the house always wins so why treat your guests like a commodity. People are not pork bellies or oil futures.

Of course, I still go to Vegas frequently, but there are times when I really miss the old days when Vegas was for adults and it was who you knew not what you knew. A time when traffic meant an extra five minutes to cover the strip end to end or when Elvis was king and not an actor dressed in a suit marrying two intoxicated lovebirds. Alas, I suppose they have joined the fray and merely traded Uncle Vinny for Uncle Sam.

Reprinted from my blog at a national travel magazine

Business Travel, Opinion, Travel & Tourism

December 6, 2007

Get out of Town!

Tags: , , , , , , , , ,

I will start off by telling you that I am most definitely a city girl. I love the city, almost any city. The hustle and bustle, sounds, smells and sights are all things I want assaulting my senses. I have the innate need to be able to find life at the oddest hours of the night, and good or bad it makes me feel part of the human race. I have a lot of favorite cities, but even my less preferred ones are still more desirable to me than spending time camping or trekking in vast wastelands where humans are rarely seen. Not that I haven’t done a lot of that, but it just is not my top choice when traveling for pleasure. In fact, one memorable experience many years ago had me in the outback of Australia being offered an item to eat that was still crawling, which, of course, I politely declined.

All this being said, I do recommend getting out of town at least one day if not more during city romps. Although I am not a fan of watching grass grow, which is my impression of what people do in vast wilderness areas, I do enjoy seeing unique parts of nature.

This may seem a little contradictory to you all, but taking short trips out of town to view wildlife or see unique natural or manmade wonders is something very enjoyable. Some of the top sights on my list are Iguaçu Falls in Brazil or Argentina, the Great Wall of China, any safari somewhere in Africa, Stonehenge, Denali Park in Alaska and the list goes on. As you can see, most of these sights are not all that far away from a city. However, I have broken my own rules for a few days at a time to experience these beautiful places.

Last week I was reacquainted with Muir Woods in California and was reminded just how beautiful nature can be. It was remarkable to stand next to these towering redwood trees that average between 400-800 years old and imagine what they could tell us if only they could speak. Now I know this may not seem old in comparison to sights all over the world that have been around for thousands of years, but I must remind you that very little in California is especially old. In fact, we consider anything 100 years old and still standing to be extraordinary.

So, get out of town. Even if you are just on business, take some time to venture out for even a half-day excursion. You won’t be required to watch grass grow or eat still-living creatures, but you will see a different side of life.

Reprinted from my blog at a national travel magazine

Airlines, Business Ethics, Business Travel, Opinion, Travel & Tourism

November 15, 2007

The Insanity Continues

Tags: ,

Okay, so it isn’t just airports in the U.S. that are insane. London’s “one bag” through security rule has got to go! Talk about a business disaster. How can a business person traveling abroad possibly contain everything down to one small bag for carry-on? Are we supposed to leave our laptops home? Does this REALLY make us more secure or is it just another kneejerk reaction to create a false sense of security?

Alright, enough about airports! How about more on airlines? American carriers must be kidding! How much more can they torture us in economy? Now, normally I am fortunate enough to fly business, but this time there just wasn’t any room so I toughed it out and flew economy from London to Los Angeles. The food was nauseating and I almost broke a tooth on the frozen sandwich. The 4-inch screen on the back of the seat was at least bigger than my iPod, but a little difficult to see at two inches from my face when the passenger in front of me reclined. Not a big deal, though, as my knees were already in excruciating pain from being jammed past my upper leg and into my hip bone. Watching a movie became less important.

So, I thought, okay, I’ll just try and get a little shut-eye. I can actually sleep standing up if necessary, which is good as I wasn’t far from that position. There was a little 6-year-old cherub sitting next to me and she had been a fairly pleasant little girl with a quick wit. Not exactly what I had expected, but quite enjoyable as it also gave me a bit more room. Luckily, 6-year-olds are still small in the world of airline seats and rarely require use of the common two-inch armrest. Ah, wait a minute! What would really help is an ice cold beer or a cocktail to lure me into dreamland and hopefully keep my neck from freezing in the awkward position I was about to put it in. Alas, they were coming by with the drink trolley! How perfect. WRONG! $5.00 for a beer on an international 11-hour flight? Are they joking? Apparently not! It seems that American carriers started charging for alcohol in economy about two years ago over transatlantic routes – a barbaric practice that has still not happened on ANY international carrier. It was the one thing I could look forward to on a miserable torturous experience.

So, the moral to the story is – I will have to fly through or from London over and over again and I will complain every time until they change that ridiculous rule. However, I will NOT be flying any American carrier on a transatlantic route unless I absolutely must–and until I calm down, I won’t even do it in Business or First.

Reprinted from my blog at a national travel magazine

Africa, Business Travel, Life Thoughts, Travel & Tourism

November 8, 2007

Welcome to Africa

Tags: , , , , , ,

vlak-vark-pilanseburgI have been coming to South Africa regularly for over fifteen years now, but have been coming here in my dreams since childhood. As American children, we hear bedtime stories of elephants and lions, giraffes and zebra and are told that somewhere far off in the world there is a real place where they live. As adults we discover that it is a troubled place and always has been, but then in today’s world, what place isn’t? You see, there is heartache and beauty around every corner.

Africa is a continent that bewilders most, but if you look deeper than today’s headline news you will see a land that has weathered the centuries like a grand lady. In one of the native languages the “magogo” comes to mind. Grandma or grand old lady, and that is what she is; the cradle of humankind.

In South Africa there are too many places to experience to name in this short blog, but if you ever get the chance to come here (and I highly suggest you do) get out of the city and head for anywhere. Just a short drive from Johannesburg or Pretoria is a little jewel called Sun City. It is a resort town bordering on Pilanesberg National Park. You can choose to stay in accommodations from two to five star in this beautiful little man made resort enclave nestled in the countryside and wile away the hours by the pool, take in a little gambling, eat at wonderful restaurants or even play golf at a Gary Player course. One of the best parts, however, is the location. Being right next to the national park you can take a game drive or even drive your own vehicle in. Either way it is something you really must do. You will most likely see all of the fantastic creatures you fell asleep to hearing about in those storybooks as a child, and believe me, it never gets old.

Wherever you choose to go to in this part of the world, you will experience a lot coming at your senses. The sounds, smells and tastes of Africa. Storybooks or television shows do not do it justice, but remember you will have to leave your preconceived notions at the border. Things are not done in your time frame; they are done on African time. In fact, they have a saying here when things get a little tough: “Welcome to Africa!” So relax, accept life as it is here. Meet the people, see the countryside, visit the far-off land of your childhood dreams. Unfortunately, I have to go now, but I will back again soon and I hope to see more of my Americans here someday. But, in the meantime, do me a small favor: when you get here, please send “Magogo” my love.

Reprinted from my blog at a national travel magazine

Africa, Airlines, Business Travel, Travel & Tourism

November 1, 2007

Someone Stop the Insanity!

Tags: , , ,

This week I am on the road; well so to speak. I flew to Johannesburg, South Africa Monday night out of Los Angeles International Airport, and I’ve taken this route through London many times. In fact, sometimes 2-3 times a year. Now, I must tell you that I have traveled around the world much like most of you reading this, but I have never had quite an experience as I did this week.

When they asked us to start arriving 3 hours prior to departure for international flights after 9/11, I completely understood. I didn’t like it, but I understood. When they asked us to start taking off our shoes, I was annoyed, but I understood. When they asked us to leave our liquids at home or in our checked baggage I groaned, but once again, I forced myself to understand. We are a society afraid of everything and sure of nothing. Up until now, I have understood, but something seems to have snapped somewhere and I am wondering how much more we can take before we as travelers begin to snap ourselves.

First of all, it took an hour and a half to check in with the airline, but to their credit they did a fantastic job trying to sort through a full flight. So far, so good, but then of course comes the security line. I always have my laptop easily accessible and I only wear slip-on shoes for convenience, but this time none of that mattered. At Terminal 2, the security line was out the door and down the street. Okay, three international flights leaving at the same time from a terminal not built to handle the traffic; I get it. What I don’t understand is stupidity! Three international flights leaving at the same time and THREE open security lanes out of six available. TWO airport personnel checking passports and boarding passes at the end of the line, and a partridge in a pear tree.

Where is the sanity? We all realize that the fun has been taken out of travel, or at least the journey. Granny subjected to frisking, buying new toiletries in every city, barefoot on cold, dirty floors and more all in the name of national security, but what is next? Four hour check-in times, five hours? Missed flights and fist fights, planes departing half empty but full of baggage? You might think this sounds ridiculous, but if things don’t change soon that is exactly where we are headed.

I must, however, commend the three professionals from Virgin Atlantic

Virgin Atlantic at 30,000 feet

Virgin Atlantic at 30,000 feet

that took charge of the situation on their own and made sure all of their passengers were brought to the front of the line and ushered through despite the crowd growing increasingly more threatening.

Will I go through this again? Probably, because I have to, like most of us, but it is my sincere hope that some sanity begins to prevail or we will be destined for disaster.

Reprinted from my blog at a national travel magazine