Over the last couple of weeks, a business trip too me across 4 time zones / 10 flights / 9 cities in a period of 2 weeks. I have to mention to you an air hostess experience on one of these flights -

A passenger seated next to me was asleep when the air hostess made the "beginning decent - buckle up" announcement. In a few minutes, an air hostess walks up, wakes up my neighbour & tells to buckle up as already announced. Just as he was buckling up, he is curtly told that the announcement also asked passengers to straighten the seats.

A couple of days later, I was on the same airline & came across another similar incident.

This time an air hostess walks up, apologetically wakes up the passenger. Requests him to buckle up & straighten the seat. When the passenger forgot to straighten the seat, the same air hostess returns to courteously requests him to straighten the seat again. She quickly adds that some of the seats have a problem of tilting on their own at times.

Which customer experience do you think will result in the customer having a positive feeling about the airline?
Factually, the air hostess in the first case might be correct. But does anyone want to be reminded about it? How many of us are purely rational?

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