Airlines - HR Consultancy and Organisational Development Specialists

Handling an irate passenger

August 25, 2015December 7, 2025Michelle L. McDonald

Recently I was on a flight in the Caribbean and witnessed an incident involving a non-Caribbean family and a Flight Attendant. I observed how it was handled and will share…Continue readingHandling an irate passenger

Airlines Caribbean Customer Service Employees Training

Empathy in Customer Service

April 16, 2014December 7, 2025Michelle L. McDonald

I was on a flight within the Caribbean, and observed a very interesting exchange between a Flight Attendant and a young mother, which could be used as a case-study in…Continue readingEmpathy in Customer Service

Airlines Caribbean Customer Service Training

Another gem about service during Cricket World Cup

February 19, 2014December 7, 2025Michelle L. McDonald

Caribbean people don’t like anyone from outside the region to criticize aspects of life in this part of the world. That’s reserved for Caribbean people! We do a great job…Continue readingAnother gem about service during Cricket World Cup

Airlines Caribbean Caribbean Airlines aka BWIA Customer Service LIAT

“Where is my bag?

February 15, 2014December 7, 2025Michelle L. McDonald

When the West Indies was preparing to host the Cricket World Cup, I travelled around the region as a correspondent for the website CaribbeanCricket.com. On one such trip, my bag…Continue reading“Where is my bag?