Air rage comes from advertising showing this great service and then the reality is it a completely different experience. You have long lines, TSA screenings, rude employees, no food and tiny drinks, and possible terrorist attack. That could make anyone angry and it does, thus the creation of air rage. According to the U.S. Department of Transportation (2001) states one out of every four flights is cancelled or diverted with impact on 163 million people. In a recent poll (2011), 57% of travelers/customers said they think the experience of flying has gotten worse over the past five years. (Hunter) These numbers reflect how poor the customer service has become in the airline industry that over half of their customers are dissatisfied. Which has led to less flights, less amenities, less employees, and ultimately airlines failing or filing bankruptcy. This is the impact of bad customer …show more content…
One of the biggest reasons is poor service. You can have a great product and poor service and it will bring the company down quickly. This does not just impact the customer. There is employee turnover because of improper screening or training. The cost companies spend on hiring and training employees only to have high turnover rates which has a large impact on the bottom line. If you have happy employees then you have happy customers. So giving employees coping technics for handling stress and guiding them in how to deal with customers will have an impact for the