I was amused by this: how often have the airline staff been abused, both verbally & psychologically, that someone felt the need to make a sign? I can just imagine what the the staff must go through every day: it’s not surprising then that the customer service representatives at the desk are not as friendly as we’d expect them to be.

But at the same time, this sign also shows SAA’s attitude towards it’s customers … & it’s not great. Firstly, it doesn’t address WHY travelling can be so stressful; I firmly believe it’s partly because of the substandard service that the customers’ experience that they are stressed.  Now I will agree that you can get the occasional customer who is unreasonable, but often the airlines don’t make the biggest effort in the customer service department.  What this sign is effectively saying is “We understand you’re stressed, but it’s not our fault, so don’t blame us”.

Are they ‘passing the buck’?  Do you think that this sign addresses the ’symptom’ & not the ‘cure’?

What if they trained the staff to be friendlier, to smile more often?

What if they made an effort to listen to their customers & help them as much as they can?

What if the ground staff were as friendly & helpful as the cabin crew?

I suggest that the airline starts by assuming that their customers are going to be stressed & then train their staff to be able to treat them with respect & patience.

The result? The customers will be less likely to abuse the staff & far more likely to talk about the great service they received!  And then they wouldn’t need this sign.