….. You Get Monkeys.” This old Asian saying jumps to mind whenever I get the rough end of a bargain.
Just like what we had with a new local carrier Zest Air who chose to identify themselves as “Asia's Most Refreshing Airline”. If anything, their Airbus, even their chosen colors orange and green, are all that gives an impression as “refreshing” and tragically slips from there.
For this 82nd birthday, we thought of giving Papa a trip to his home city Iloilo. Curious about their claim as being “Asia's Most Refreshing Airline”, their young fleet and their very attractive rates, Cecille decided the four of us will give Zest Air a try.
Our flight was scheduled for 5:10 in the afternoon. This was last May 23. Overly excited, we were at the airport shortly after 2PM.
Lamentably, we were only able to board our plane at around 8:15PM. It was 3 hours of senseless waiting. Their staff, when asked about the cause of the delay can only provide this flimsy, halfhearted explanation that their aircraft was still stuck in Cebu.
But it should take severe hounding from an exasperated couple before they finally made steps to update their screens in the airport lounge. Passengers were at lost but none among the Zest Air staff was decent enough to promptly inform the now restless crowd of the delay.
On similar situations, other airlines would immediately jump on the chance to provide value added service. They will do their best to go beyond providing refreshments to the listless passengers. They will make their presence felt. They will now turn an unwanted situation into one that will leave everyone feeling special. All will be forgiven, passengers turning into patrons.
No effort whatsoever with this airline.
Unquestionably irritating was the attitude of the ground crew. While those wearing black shirts, presumably the supervisors, would try to accommodate the complains, those in green were totally useless. One in particular was so busy on her phone while I was talking to her. I normally would have yelled at her and create a fuss but I was intent on making this trip angst free specially for my father.
As it was getting late, both my father and my daughter were getting hungry. There were limited selection being offered by the concessionaires so we left the airport lounge to head for the restaurants across the street. We were surprised hearing from those we met on the way out that delay is common with Zest Air. We thought this was local but those who met us in Iloilo told the same exact thing. Why management did not hear this seemingly loud observation escapes me.
The trip back to Manila was, surprisingly, on time. Sadly, some crew in green at the check-in counter in Iloilo exhibited the same arrogance as their counterparts in Manila. I was beginning to wonder if this was a Zest Air thing.
While those handling our luggage made all effort to secure our stuff, the gentleman issuing boarding passes retorted “Hindi po kami nade-delay! (We do not get delayed!)" when asked by Cecille if the flight was on schedule. I can only think that for this person Manila might as well be on another time zone. Either this or Zest Air is in complete denial.
Cheap rates does not give anyone the right to abuse. Cheap rates is not a license for arrogance, to be “bastos”. Cheap rates does not mean being cheap. Cheap rates, if anything, is to attract people over towards you and the value service you sincerely believe only you can provide.
People look up to those who make the best with little resources. It will be difficult for it will demand one to seriously think out of the box. But it creates brand loyalty. You do not have to spend an amount equivalent to a small nation's budget to advertise. Your customers will willingly do it for you. And that will be louder than any huge billboard along EDSA.
During this time when competition devours competition, paying peanuts does not have to mean your customers getting monkeys. In fact, here is an opportunity to tell the world why you are better than the rest.
But sorry Zest Air, me and my friends will no longer ride with you.
