Ralph Waldo Emerson is attributed with saying "Life is a journey, not a destination". It's a familiar quote that we've all heard in many forms - life is a marathon, not a sprint; stop and smell the roses; the journey is the reward. But when it comes to travel, the journey seems to be the worst part. It's the part we rush through, the part we consider insufferable, the part we just can't wait to finish so we can be there already and enjoy our destination. But what happened to the days of glitzy travel? How do we recreate those iconic images of PanAm flight attendants and hope that every child dreams of one day flying a plane? How can we bring back men traveling in their finest suits and the act of enjoying a cocktail at 35,000 feet? In short, how do we make a return to glamorous goings?
Some Thoughts For the Travel Industry
The customer is always right.
First and foremost, the root of the travel industry is customer service. As someone working in the industry, remember that it's your job to provide good customer service and to make travelers happy. Focus your interactions on making customers feel welcome, heard, understood, and taken care of. And don't forget to smile! Good customer service goes a long way toward ensuring loyalty and repeat purchases.
A little personality goes a long way.
One of the best parts of the travel industry is how human it still feels, so don't be afraid to insert some personality into your daily interactions with customers. Some of my favorite travel moments feature Southwest flight attendants who crack jokes during their safety schpiel or sing Christmas carols during holiday flights. Humor always helps, as does telling travelers a bit about yourself. Sharing where you've been lately and where you're going helps customers connect with you on a personal level.
Make travel easier.
Travelers have to deal with a lot of moving pieces - getting to the airport/station, keeping track of the friends or family they're traveling with, keeping track of baggage, keeping track of tickets/boarding passes/IDs, removing liquids/jackets/shoes, interacting with other travelers, finding their gate/track/stop, finding their seat, finding room in the overhead bin for their suitcase, remembering to take their suitcase off the plane/train/bus, finding baggage claim, finding ground transportation... the list is endless. For a lot of customers, the chaos of travel is outside of their daily routine. Do what you can to help travelers keep it all straight and to ease them through each of these transitions. When a customer doesn't have as much to remember or keep track of, they have more room to relax and enjoy themselves.
Some Thoughts For the Travelers
Be respectful.
The golden rule can't go far enough. Be respectful to and patient with those around you, whether they're staff or fellow travelers. Be punctual with your arrival to airports/stations/gates/etc. If you're chronically late, consider TSA Pre-Check, which will expedite your security experience. Don't commit selfish acts like occupying nearby seats with your baggage or crowding overhead bins with items that can fit under your seat. Leave every place cleaner than you found it. Perhaps most importantly, express thanks to the pilots/bus drivers/train conductors/TSA agents/flight attendants who got you to your destination safely. Everyone is nicer and more relaxed when they feel respected and appreciated.
Turn travel time into you time.
So often people think about travel time as time lost. Instead, think about how you can make the most of this time. Billy Joel says in his song Vienna "slow down you crazy child, take the phone off the hook and disappear for awhile, it's alright, you can afford to lose a day or two". Everyone can afford some time off the grid. Relax, unplug, lose yourself for a bit. Enjoy that book you never found time to read, knit that sweater that you started two years ago, or even just take a nap. Take an active role in creating your best travel experience instead of looking to the travel industry to provide it.
Open up and roll with the punches.
Travel is unpredictable and chaotic. Instead of trying to force order, open yourself up to uncertainty. You never know what serendipitous experiences you may be led to. Talk to strangers, whether those are cab drivers, flight attendants, or other travelers. Learn about them - are they traveling for a funeral? A wedding? Are they afraid to fly? Do they know a good snorkeling spot? These small interactions can often be beneficial for you, whether that reward is discovering a new restaurant with a local or receiving a flight voucher for helping a family all get on the same flight.
Travel can once again be an exciting adventure for all those involved; all it takes is a little effort. Dress the part. Smile broadly. The journey truly can be the experience if you're willing to open yourself up and enjoy it.