This is surely THE slogan of the early 21st century in the UK.
Today, the 6th of September was no different…
An airport vital to business that fixates on ensuring people remove their belts and confiscates Nutella (it happened to my partner a few months ago) but allows people on to its runway and permits them to stay there for hours. ‘Britain is open for business!’ Really? When 9 misguided, albeit well intentioned people can bring chaos to flights across the continent!
A train provider, Virgin, which believes re-upholstering the seats and paying James Martin to endorse it’s food, changing the title of ‘cleaners’ to ‘Train Preparation Crew’, (‘enhancing the journey experience’ emblazoned on their backs.) That gives the title ‘revenue enforcement and fraud prevention managers’ to those once known as ‘conductors’, is in some way going make up for the train prematurely terminating at York, because it’s now ‘cancelled’, and everyone has to change, dragging their cases, food and drink, to another one, only to have it crawl from Hitchin, signal by signal to its final destination, due to ‘power line failures’.
What do these two organisations have in common? Window dressing!
Messing around with the little stuff, the stuff we couldn’t care less about but no doubt occupies the minds of those employed to ‘enhance our experience’, forgetting that what we actually want is to get from A to B on time, which is what was implicit in our agreement with you when we bought the bloody ticket (£177 first class ,one way with Mr Branson’s outfit) or chose their airport.
I’m not in management. I’m a self employed, one man band, trying to earn a living. So please can those of you in positions of responsibility focus on getting the basics right rather than fart about creating what are no doubt referred to as ‘Strategic Customer Experience Enhancement Solutions’!
Nutella isn’t a threat to national security and paying a celebrity chef to use his photo and name doesn’t make a bloody egg sandwich any more than what it is!
Apologising and even the offer of refunds doesn’t make it better!