Human-Focused Service: How Kindness Transformed My Travel Experience

I recently took a quick trip home to Canada—Saskatchewan, to be exact. That’s Sask-at-chew-one if you want to pronounce it correctly. Moving through airports and being on planes—specifically the smaller ones I refer to as “tin can airlines,” like Air Canada’s more compact models—was quite an experience. These planes do the job, but they can feel super congested and come with no frills. Along the way, I interacted with a plethora of people involved in customer experience. These important folks include flight attendants, security agents, customs officers, café and restaurant staff, and fellow passengers.

Here are a couple of tidbits from interactions that stood out and helped me remember that empathy and understanding win every time:

Air Canada Flight Attendant - Regina, SK to Vancouver, BC flight

After facing two delays and receiving multiple text message updates, a kind flight attendant assured me I could still make my connecting flight from Vancouver to Seattle, even though I now had less than an hour. I needed to walk quite a distance to my next gate, pass through security, and clear US customs. Sitting at the very back of the plane, she could tell I was getting nervous and antsy. She promised to make an announcement, asking others to allow passengers with tight connections to de-plane first. I was skeptical, as I’d seen this attempted in the past with barely anyone willing to cooperate. But she confidently told me, “I got this, don’t worry.” To my delight, her extra assertive announcement was adhered to by all the passengers, who stayed seated and let us de-plane first. I thanked her on my way out for her efforts and quickly darted to my next connection. Way to go, Air Canada!

I was initially upset about the delays, but I felt much better. Air Canada doesn’t have the best reputation, and I’ve dealt with my share of aggravation with them, but this experience was positively memorable, all thanks to one kind and understanding flight attendant who took note of my emotions and went the extra mile. I’m sure the other passengers with tight connections felt a sense of relief, too. 

US Customs Officer - Vancouver, BC to Seattle, WA

Out of breath from speed-walking to my gate, rushing through security, and finally arriving at US Customs, I received a stroke of luck—the customs line wasn’t too busy, and I waited maybe five minutes in total for my turn. I spotted another rushed passenger from my previous flight, and we exchanged relieved nods. She went first to speak to the customs officer, and I hoped he was reasonable and quick. Even though I’m fully authorized to live and work in the US, and I’ve always done everything I’m supposed to, I can’t help but feel a bit nervous whenever I approach customs.

Luckily, I got a really kind officer. When he asked me what I do for work, I had to admit that I was unemployed (a dreaded reality I hate to face) and that I was looking for a job. He told me he realized how tough the market is and assured me that my time is coming. How nice—and unexpected. I love not being drilled and being treated like a human. He also let me know how much he appreciates Costco, his favorite Seattle-founded company, and suggested I apply there, even if just short-term—it’s a great company, after all. I jokingly asked him if Costco paid him to say that, to which he laughed and wished me well. Not your everyday experience at customs, but refreshing and memorable. He took a human approach, added some humor, and even offered solid advice!

The whole point of this experience is to reiterate how much a human touch and empathy can enhance a stressed-out passenger’s experience. It beats robots and canned responses any day. Putting yourself in your customers’ shoes and understanding the feelings that go along with it can never be replaced by technology. Every touchpoint and interaction matters, and a little bit of extra effort can go a very long way.

I would fly Air Canada again in the future, and I’m also learning not to be as intimidated by customs officers as I used to be. We’re all human, and we’re all just trying to get to our destinations in one piece. I certainly have some travel mishaps and horror stories, but I thought I’d share a positive one this time to emphasize that it’s the personality behind the person that makes all the difference in creating great customer experiences.

Now, here's some images I took of my beautiful home town in Saskatchewan, and the northern lights which I was lucky enough to see one late night from our home.