I don’t know how we lost it. But if there was one thing I could fix about the travel industry, it would be to bring back the compassion that once defined it.
“Let’s bring back a little compassion to travel”
Sometimes when you travel, it’s the little gestures of compassion that make the biggest difference — especially during the holidays.
For Becky Brand, it was the bus driver on Washington’s L2 line who went out of his way to help her during Thanksgiving week. “While I was struggling with a heavy suitcase in the rain, he made my day by stopping to let me on instead of having me run to the bus stop a block away,” says Brand, who works for a legal advocacy group in the capital. “Although a small and random act of kindness, it made my holiday week and definitely gave me something to be thankful for.”
Jenny Block remembers the nameless American Airlines employee who answered her plea on Twitter. Her cousin had been left in a coma after a traffic accident, and she needed the airline to bend a flight change rule. Block, a writer who lives in Dallas, received an immediate reply: Of course the airline would help her.
“You won’t believe this part,” she told me. “It happened on Thanksgiving morning.”
Oh no, that part I would believe.
“A holiday surprise from the travel industry”
Pretend, for a minute, that car rental companies are high school students. The average class grade on a recet test is 73 percent, which is a C- and, truth be told, just a point away from a D.
a) Shut up and try to do better on the next exam.
b) Complain to the teacher.
c) Tell the world about your achievement.
Did you say “C”? Well, after our friends at J.D. Power and Associates released its 2009 U.S. Rental Car Satisfaction Study, the industry seems pretty pleased with itself, particularly those who scored more of those mysterious but ultimately meaningless circles.
Overall satisfaction averaged just 733 on a 1,000-point scale in 2009, down from 734 in 2008. In comparison, overall satisfaction declined by 16 points in 2007 and 17 points in 2008.
What does this mean to you?
“Car rental FAIL? Industry misses a “D” by one point — again”