David J. Danto
Travel thoughts in my
own, personal opinion
eMail: ddanto@IMCCA.org Follow Industry News: @NJDavidD on all
New Year’s Resolutions
I’d Like To See – December 2023
New Year’s Eve is that wonderful
time of year when we can throw logic to the wind and be optimistic about what
we can accomplish in the brand spanking new year. Whether it’s quitting a bad habit we’ve never
been able to tackle before or improving our lives by some extraordinary
measure, our ability to follow-through on the promise is seemingly irrelevant. It’s all about the joy of hoping we’ll get
there. In that spirit, as I have done
sometimes in years past, I present the New Year’s Resolutions I wish the travel
industry would make.
· Airlines: We resolve to make it up to all the formerly loyal customers who we
promised benefits to and then ‘bait and switched’ them to something
else. We will grant the lifetime status
we promised to our million milers, reserve half the first-class cabins for the
upgrades we promised to deliver, and clear those upgrades at time of booking.
· Airlines: We resolve to publish a schedule of take-offs and aircrafts that
limits us to only those services we can provide with reliability and
excellence. We will stop overbooking
flights and overloading airport slots.
We resolve to return to the days of providing a clean room when the guest
arrives (not sometime later in the day) and having that room cleaned and
serviced every day.
We resolve to set a standard rate for our rooms and services, and not vary it
based upon how much we think we can get due to circumstances or events.
· Automobile Rental Firms: We resolve to actually have a car available for every
reservation we take. We resolve to let
the drivers choose their preferred vehicle – either on our lot or in our app.
· Automobile Rental Firms: We resolve to offer ‘preferred service’ that
understands it means that the customer will never have to stand in a line
waiting when they arrive at our facilities.
· All Industry: We resolve to pay our people a living wage, and pay
them for every minute we expect them to be on the job, not just when a plane is
in-flight or when a guest has arrived.
We resolve to make our employees happy in their jobs, knowing their
happiness will translate to our customers’ happiness.
· All Industry: We resolve to understand that we exist to serve our
customers, not our shareholders, because we have chosen to be in a customer
· All Industry: We resolve to STOP ROUTINELY LYING to customers about
delays, availability, upgrades – heck, everything.
I don’t actually expect any of the above to happen,
but I always wonder what would if they did.
I firmly believe that a travel industry firm that based its operations
on stellar customer service instead of penny-pinching would leave all the
others in the dust.
From my family to yours, have a happy, safe and
prosperous new year.
This article was written by David Danto and contains solely his own, personal
All image and links provided above as reference under
prevailing fair use statutes.
Copyright 2023 David Danto
As always, feel free to write and comment, question or
disagree. Hearing from the traveling
community is always a highlight for me.