Review Analysis
Insights from passenger feedback for improved service
We had a situation that didn’t happen to us at the airport on our way to Cancún. A young woman at the airplane gate was extremely rude to us. We were traveling with my little dog, and when we put her in her carrier, the woman very unpleasantly insisted that she had to secure the carrier herself. She got very rude when we asked what we should do in case of an emergency, and she replied, “Just grab the dog like that,” and said, “This is what you paid for.”
Travel Date
Apr 28, 2025 to May 1, 2025
Submitted
May 1, 2025
Sentiment Analysis
FRUSTRATION
Sentiment Score
The review reflects a very negative experience due to rude staff behavior.
Insights & Actions
Staff Training on Customer Service
Priority: HIGHImplement additional training sessions focused on customer service and handling difficult situations, especially with families and pets.
Policy Review for Pet Travel
Priority: MEDIUMReview and clarify policies regarding traveling with pets to ensure staff are well-informed and can communicate effectively with passengers.
Emergency Protocol Communication
Priority: MEDIUMEnhance communication protocols regarding emergency procedures for traveling with pets to ensure clarity for both staff and passengers.
Feedback Mechanism for Passengers
Priority: HIGHEstablish a more accessible feedback mechanism for passengers to report issues directly after their flight experience.