The luxury cruise ship Celebrity Eclipse has cancelled its launch celebrations in Southampton to help rescue 2,000 people stranded in Spain by the flight disruption who want to get back to Britain. The launch of a £500m boat is a big deal, so it’s quite a gesture. It looks good. The Chairman of the Cruise company described it as “a fitting mission for a ship dedicated to the UK to mark her arrival.”
Of course, they are also getting a lot of coverage for this – all of it positive. Doing this is far better for the visibility of their brand than any launch, however fancy. They deserve it for taking the right stance. By being seen to be generous when people are stuck.
Compare this with how certain airlines have reacted. Some have complained about having to reimburse passengers under long-standing EU regulations. Others have sought to hike prices to take advantage of those desperate to travel. A friend of ours was quoted 6,000 Euros for an economy ticket from Spain to Canada. In strict business case terms, the airlines have a case on both counts. But it doesn’t look good. Their brands and customer loyalty will suffer.
How we deal with ‘distressed’ customers tells us a lot about the organisation we run or work in. It reveals our values and ways of thinking.
Imagine customers in your market in the equivalent situation of the people stranded by volcanic ash. How would you want to act?
