Service Encounter Journal

II

Your Name: Insiya Tuladhar

Name of Firm: Shree Airlines

Type of Service (industry): Airlines Industry

Date of Encounter: June 16th, 2019

Time of Encounter: 10:20 a.m

How did the encounter take place (e.g., in person, by phone, via a self-

service technology)?

In this case, face to face service encounter took place.

What specific circumstances led to this encounter?

Me and my sister were travelling from Kathmandu to Nepalgunj from shree

airlines but then unfortunately due to the strike of vegetables, we were stucked

in the traffic for about 1 hour. Thinking that if one of us could arrive the airport

on time we could request them to wait for 5 to 10 mins or shift our tickets to the

next flight. I arrived airport 25 mins prior to the departure time and I was

appealing the staffs to wait just for 5 minutes more because my sister informed

me that she is on the way and will be arriving soon.

Exactly what did the firm/employee say or do?

They tackled the situation in a very harsh manner. I was describing them what had

happened to us but they were blaming us for the delay instead and they're directing me

saying " don't you know about the traffic of Kathmandu? Knowing that, you should leave

early for the schedule destination." Meanwhile, I was trying my best to describe that it was
not our fault, that's the situational factor which was unresistable. After a while, one of the

front liner said that we cannot wait for just 2 of you because the other passengers are

there who is waiting for departure. With this sentence, i loose the temper and said them

that we are also one of them and you cannot show that concern just for them because we

as a passenger before used to tolerate your flight delays for hours and hours. However, the

one who was on control depart with walkytalky was able to get convinced with my

situation and asked the runway staff to wait for 5 minutes and they hardely said okay and I

was happy but when my sister arrived, it was just 10:40 a.m which was 5 mintues prior to

the exact time for the flight and the boarding pass were given to both of us but at the last

moment, the pilot denied to wait on the runway even though our luggage were already

taken away, boarding pass were on our hands. Only we were left to reach there. It would

hardly took 5 minutes to reach and we would flew but the employees messed everything

up.

How would you rate your level of satisfaction with this encounter? (Circle the most

appropriate number).

1 2 3 4 5 6

Extremely Extremely

Dissatisfied Satisfied

What exactly made you feel this way?

It would've been a different scenario if I wasn't there on time and wasn't able to explain

what was the case but knowing our problem and the need, they treated us as if we were

begging to fly for free. It's not fair enough that if you are on time you are treated as a

customer and a delay due to some major reason resulting in misbehave; is like bullshit.
 The flight was there itself, not only flight when I reached there, the passengers were on the

waiting section. Due to our personal needs, our desired service expectations was high and

they could have used the adaptability theme to satisfy us understanding the situational

need of ours and could have asked the bus to wait for a little longer time that usually

happens every single time in case of Nepal and wasn't a big deal at all but knowing the

fact that one passanger is on the front desk begging to wait for few minutes for the other

passenger to arrive thus they dispatched the passengers through bus which was very very

disappointing. Not only this, but the company didn't even offered us a ticket for the next

flight rather we had to pay additional RS.5000 for the next flight and the zone of tolerance

level was ended up to zero level and said them that we will never fly from this shree

airlines again and spread negative word of mouth all over.

What could the employee/firm have done to increase your level of satisfaction with

the encounter? What improvements need to be made to this service system?

To begin with, it would have been better if the employees would have behaved in a very

good manner with a better voice, respect and response. Secondly, the company could

have managed to wait for few minutes because sometime with the urgency and need of

customers, company should have service encounter theme of adaptability and lastly, if

not that, they could have gone with recovery theme by providing us a ticket for the next

flight as a replacement so that we could feel some sort of delightment.

How likely is it that you will go back to this service firm?

1 2 3 4 5 6

Extremely Extremely

Unlikely Likely