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There is a huge difference between the statements "the customer is always right" and "the customer comes first". The former is all about the customer being correct regardless of what he wants or says. The latter is about putting the customer as a priority. For air travel, the safety, comfort, and experience of passengers are the top priorities of airlines as these passengers pay for a plane ticket to get them from point A to point B safely and comfortably.
Why do people buy plane tickets regardless of the price? Well the obvious answer it that they want to go to a certain distant place safely at a faster time, which is basically, flying at a height or altitude or 40,000ft above the ground at speeds of 800+kph. At 40,000ft, the air is very thin and at an airplane, being a man made object, is far from perfect, hence, the reason why there are safety equipment and procedures to be carried out by no other than your cabin crew. In fact, flying in an airplane is not much different from going to outer space in a space ship. They are both life support systems. Difference is, there is still gravity with flying in an airplane.
Those being said, the safety of passengers are a major concern for all airlines and there are indeed rules or guidelines to follow to ensure a safe and comfortable flight. Who will carry out and implement all these safety guidelines, instructions, and procedures? Your flight attendants who trained hard for months just for this.
So to go back, a passenger bought or paid money to get a plane ticket because he wants to ride an airplane because he wants to get to a certain place safely and faster.
Apparently, there are still some passengers who carries this "the customer is always right" wherein they demand what they want, they do not follow instructions because again, they think they are right, and they end up thinking that buying a plane ticket is like buying the whole aircraft and the crew in it.
Our question, when you paid for your school tuition, did you tell the dean "give me my diploma now because I paid my tuition which is basically your salary"?
We are comparing buying a plane ticket to paying a school tuition because we believe everyone reading this have gone to school.
Why did you want to study? Why did you want to enroll in a school? Why do you want to learn? Obviosuly, that is to be able to be educated to have a beautiful future. The education that you will get from going to school will serve as your bridge towards a bright future. Why do you want to go to school? You want to learn, you want to gain more knowledge, you want to learn more things in life, you want to build a good foundation. That being said, you are willing to pay your tuition fee to enroll in a school to learn, gain knowledge, and be educated.
Now, the school you chose has designed a system and a set of rules to be able to carry out their resolve, and that is to give their students the proper eduction, knowledge, and foundation they expect and paid for. These were all studied to the detail and deviced by your school because they want you, their customer, to have a bright future.
When you pay your tuition, did you tell the your school what and what not you want to learn? Did you tell your dean that you want to smoke in a non smoking area because you have the right after paying your tuition? Did you tell your class advisor that you should cut classes because you want to see your girlfriend? Definitely no for all!
You had to follow each rule in your school handbook. You had to live up to the passing mark and class requirements. You had to do what the professor told you to do. You had to listen and learn everything your school teacher told you. You had to pass the quizes and exams without copying. You cannot be late. You have to raise your hands to recite. You have to keep quiet in class. You can only smoke in designated areas. You cannot vandalize.
All those rules and standards are placed there and carried out by the school professors and deans in order to give you what you paid for, and that is a proper education and foundation so you can enjoy a bright future.
If you don't live up to the school standards and if you disobey their rules,and regulations, you get kicked out, regardless if you had paid your tuition in full or not.
The same can be said with air travel.
You want to go to a certain country which is 8,000kms from where you are, hence, you need a way to get there and that is through air travel. The same way how you want to get to a bright future, you need a way to get there and that is through education. You now pay for a plane ticket because you want to get to a place in a safe and fast way, the very same way you paid for your school tuition. The goal of the airline is to take you from point A to point B safely and comfortably, the same way as the school's goal is to give you the knowledge so you can get a good paying job or be able to own a business and to raise a family well.
The airline and aircraft manufacturers have designed and crafted safety procedures, standards, and instructions to ensure the safety and comfort of all passengers as they are flown from point A to point B. There are strict laws to abide to, all for the safety of the passengers and the crew on board, same way as how the school provided its rules and regulations handbook.
The airline train people to carry out these safety rules and procedures, and these are your cabin crew members. They go months of gruelling training to the last detail. They are trained to be safety professionals, to ensure your safety and comfort on board, just the same way that your teachers are to ensure that you gain knowledge.
If these air safety rules are not followed, what happens? A single emergency situation can cause injury and even your life, or the life of others.
Now what happens if you obey your cabin crew's safety instructions? You and other passengers get to point A and point B safely and comfortably, which was what you actually paid for, right?
Okay, about demanding your flight attendant to lift your luggage unto the overhead bin, do you ask your professor or teacher to put your bag and fix your things at your cubbyholes or lockers? Nope because your bag or personal belongings are your responsibility. Well, your cabin crew however can lend assistance if you are a PWD, pregnant, an elderly, or someone with physical hindrances that makes lifting your own luggage quite a challenge.
Airlines do not oblige their cabin crew to lift passenger luggage unto the overhead bins, they are however obliged to lend assistance only when needed. Yes this is part of airline policies as they also have to look after the welfare of their crew in order for them to carry out their duties as safety professionals to the fullest. A cabin crew's priority are passenger lives, and not passenger luggage.
With all that said we hope we all be educated that there is no such thing as "the customer is always right" when you buy a plane ticket. You cannot do whatever you want. You are still subjected to airline rules and regulations, just like you paying your school tuition fee, you are subjected to school policies.
Instead, there is such thing as "customer comes first", where passenger safety and comfort are top priorities. Safety and comfort is a two way thing. Cabin crew members will do all they can to ensure the safety and comfort of passengers, but the latter also has to obey the former.
Same as in school, our teachers and professors will share you all their knowledge and teach you what they know but the students have to listen, obey, and study.
At the end, all we want is to get to our destinations safe and whole and that's what you actually paid for.