Hooters Air: Flight of Fancy is a Real Bust
If customer service and service reliability are important to you, then don’t even think of flying Hooters Air! Trust me, I know from personal experience.
In June I booked the airline for a cross-country trip to attend a family wedding in October. Yes, people laughed at me when I told them we were flying Hooters Air, but the choice was appealing based on a combination of great rates AND the schedule – particularly the one-stop/no change of planes. My husband, brother, sister-in-law and I were traveling with my elderly mother who can’t easily navigate airports that well (especially changing planes).
I figured business was good for them, especially with five new passengers. But alas …
In confirming the flight just this week, I learned the flight was canceled. No reason given other than being told they decided to stop flight service from Las Vegas to Allentown.
Damage control: what not to do
So I asked: at this point, since they had our reservations (and money) in hand for several months and it’s just three weeks before our departure date, what were they gonna do to help us with other arrangements?
The answer? Other than refunding our money, not a thing.
And we’re stuck making other travel arrangements with limited seating (this close to the trip) and almost all fares double in price.
Hey, Hooters: ever hear of the concept of service recovery? It’s a basic part of customer service — taking care of your customers when there’s a problem, especially one you created.
Just like your brand, whatever genius is handling your airline’s customer service is a big b – – b!
My marketing advice? When it comes to wings, stick to the buffalo kind … it’s way too much of a stretch for you to be competent in handling any other type of wings.
And I thought Hooters Airline just ran to Myrtle Beach. But what a lousy way to treat customers! Reminds me of the time I had a truly lousy experience with Trans States Airline, the commuter connection for the late TWA. I wrote a detailed letter to the company about the experience. Eight weeks later, I got a form letter back (with boxes to check for them to indicate my “personalized” response), along with a $25 gift certificate for use on their airline. Needless to say, that’s one I never used again.