Originally Posted by
detpilot
No, it's not. The customers were inconvenienced by your company. You represent your company. Should a restaurant manager not apologize when the cook messes up your order? "I didn't cook your food!"
As far as the customer is concerned, you definitely owe them an apology... Which you can do easily while also reminding them that we're in the same boat.
I have a feeling none of you "I won't apologize" people let even a breathe of that attitude through during your HR interview. Unprofessional and unbelievable.
Sent from my SM-S908U using Tapatalk
Agreed. The guidance I've seen over the years at different airlines is to apologize once, and then in subsequent PAs, tactfully keep the guests appraised of the situation.
I guess the communication and psychology experts have determined that the sincerity of the apology will seem less genuine if repeated too many times when you're stuck in the situation.