The flying experience in the fifties and sixties was really glamorous. Shortly after, it slowly started to change before it going down the hill during the pandemic. Poor customer service, sudden flights change, unexpected cancellations, non-processed refunds, minimal food and beverage outlets in airports, absence of trolleys, lost luggage and no flights updates on microphone, limited toilets amenities… Covid has tremendously effected airports all around the globe and the question is: will service and quality ever recover?
December 2023, my husband had his flight rescheduled and cancelled twice by Lufthansa from Frankfurt to Nice and so he had to stay in Europe’s biggest airport for 9 additional hours before managing another flight, with almost no restaurants options to dine.
My flight on Transavia was cancelled in June 2023 without any previous notice and it took me 5 phone calls to reschedule another.
In January 2024, on a flight from Amsterdam to Dubai, only 3 check-in counters were open with over 100 passengers waiting, while counter staffs were exchanging funny jokes before one of them leaves for her break, causing anxiety among travelers worried about missing their flights.
Statistics in 2021 projected a recovery curve for aviation by 2024, with more digital facilities, maintaining the same high levels of hygiene of 2021. Looking at the current situation, hygiene standards have been dismissed, while digital services have proven a failure in replacing human customer service.
My dad in Starbucks Amsterdam airport has been asked by the lone staff member on duty to purchase his coffee and leave as her duty was finished and no staff available to operate the café that afternoon. Did you or any of your family members face a similar situation?
How is the service at your city/county airport? Do you feel any sign of recovery? How is your favorite airline responding to the current situation? Share your experience with us below.
I had a similar experience in October 2023 when my flight got canceled by British Airways at Heathrow. No updates, no staff assistance, just chaos. It’s frustrating to see the decline in service quality. Airports service was already not very impressive prior to the pandemic.
Last month, I was stuck at JFK airport for 6 hours with my newborn due to a flight delay. The food options were also limited, and there was no communication about the delay. I hope things improve soon.
I recently flew with Emirates; I was disappointed to experience how much my favorite airline has cut off on amenities and treats. It’s disheartening to see the state of airports nowadays.
My wife’s luggage was lost during a layover at Chicago O’Hare in December 2023. It took us days to get it back, and the customer service was non-existent.
My husband’s luggage was also lost on that flight from Nice to Frankfurt and it took us also days to find it! Luckily my husband was wearing his beloved Cuccinelli jacket that evening!
I had a terrible experience at LAX in November 2023. The restroom facilities were in terrible condition, and the staff seemed overwhelmed. Not a great impression.
You haven’t seen the restrooms in Beirut airport I assume!
My sister had her flight changed twice by Delta Airlines at Thanks Giving, and the customer service was unhelpful. It’s frustrating when they can’t provide basic information. I miss the days when air travel was smooth and stress-free. The recent experiences at airports have been disappointing, to say the least.