Bob, it is good to see you. So, I was on a flight recently from San Francisco, and as it always happens, surprise, surprise, the flight was late, but the lady at the front desk was telling everyone that, hey, listen, guys, we know your flight, it's late, but we're going to be boarding in, in 30 minutes. While she was saying that, I was online and I already knew that the flight was canceled.
So before most people who were sitting there could get in line and talk to this lady, I was already rescheduling my flight. And what occurred to me is this was one of those instances where all the people at that gate who chose the human option, they waited in line. The service representative, she was rude, and I interacted with a machine, if you will, with automation, and my automated service had bedside manners, and I got better service.
So I'm going to say something that I doubt many customers who are listening to us have said recently. Is it possible that the bots are better than the humans, at least when it comes to airline travel? I think it's possible. I'm not going to debate whether the bot is better than the person, other than to say that are better than waiting in line at the counter.
But I am going to say, I think our tip to our listeners today is you should have the app on your phone, because I believe that is the fastest interaction that you can possibly have with the airlines is what you're able to do on your phone. <
