EL Al Flights from Heaven!
Pardon this interruption to the Humus Manifesto but I thought it important to call out why great service is great business. Don't be shocked but I want to tell you about one of my best service providers in a much maligned industry: El Al. After Michael Arrington's public flogging of Delta Airlines' service in his blog post "Delta Flight 1843 From Hell", I want to offer the opposite perspective on El Al. El Al's service is simply superb.
I just returned from two family trips this summer on El Al. It is not easy traveling with a family of 10 and El Al made it as easy as can be, if not better. They were accommodating to our baby and helpful with seating and luggage. The service on the plane to all of my kids (rowdy as they can be) was patient and smiling. The ground staff and security staff helped us through with all of our baggage (human and otherwise). Granted that I am a very frequent flier, but getting AMEX style service from your airline is unusual even for frequent fliers and El Al's frequent flier desk took really good care of us. Even when they lost one piece of our luggage (which happens), the return service was off the charts from the ground staff to the driver who loaded it into a car and met us in the middle of a road since we were not home (Arrington may want to try El Al :)!!)
The truth is, this has been true for a few years on my business trips. The plane crews and staff offer youthful exuberance, a great smile and terrific service. And the Frequent Flier treatment has improved greatly. However, family travel compelled me to write this because that is a lot tougher for us and for airlines, especially in the crowded summer months.
And, It turns out that great service is good for business too! El Al reported a 25% revenue increase and went into the black last quarter! Well deserved and thanks for the great service.
posted by Michael Eisenberg at 8:16 AM
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