Emotional Intelligence | Main Page on Customer Service
|Here are my notes from what happened to me at the
Brussels airport on October 31, 2007 and on the plane to
Antalya, Turkey on flight CAI 368
I got to the airport at about 3:35pm. I had taken a train from the Gare du Nord (North train station) in Brussels at about 3:15pm and it only took about 15 minutes to get to the airport, much less than I thought. As a result, I got to the airport a lot earlier than I thought I would. My flight was scheduled to leave at 6:15 pm so I got there even more than the suggested two hours early. I felt a little afraid of having to wait around a long time in the airport, something I especially don't like to do, but I knew that I had some work I could do on my laptop while I waited after I got to the gate.
Because of past close calls with flights due to "unforeseen circumstances," as they say, I wanted to give myself plenty of time in the airport, particularly since I had booked my tickets online and had to pick them up somewhere in or near the airport before I got my boarding pass. I have had to do this before with low cost airlines, so I knew that the first thing I would have to do is find out where to pick up my tickets. Also, I had called the Corendon office in Brussels earlier that day and was told the Corendon desk or office was to the "right of the airport" or something.
I actually didn't understand what the person meant since he was not a native English speaker and didn't know all the common expressions for giving directions. Although his English was quite good, he was saying something that didn't really make sense. Upon hearing whatever it was though, it sounded like it could be a little hard to find the right place once I got to the airport so I wanted to give my self a little extra time to figure out just where I had to go once I arrived. I was a little afraid their might be a third party agency or something in another building outside the airport since he had said something like "to the right of the airport." As I look back on it now, it would have been more helpful to me if he would have asked me how I was going to get to the airport. Then when I said "By train" he could have said, "There is an information desk right at the top of the escalator when you get off the train. Just ask them where the Corendon desk is. It is only a short distance from the information desk."
This is, in fact, what I did on my own and I quickly found out where I had to go, then walked over. I saw the Corendon sign above the counter, but there was no one there. I felt a little frustrated by this but I assumed they would open the counter at 4:00pm since I was told to pick up my tickets at "16:00". Since I had some time to kill I walked over to the hotel across the street from the airport and waited there for a few minutes. At just about five minutes before four, I walked back inside the terminal and towards the Corendon desk. I saw some people there so it looked like it was open.
When I got closer, though, I realized there were only passengers waiting - there still wasn't anyone there from Corendon. I was already feeling a little critical of Corendon because they had changed the flight time from 9:30 in the morning to 6:15 in the evening. This meant I would get into downtown Antalya around midnight instead of around 3pm. I had planned to take a city bus from the airport to the town center and then just walk till I found my hotel, rather than pay the 18 Euro transfer fee to my hotel. But since I was going to get in so late I decided to just pay the 18 Euro fee. I believe this is one of the only times in my life I have paid this kind of a transfer fee to have someone come to the airport just to pick me up. I decided to do it since this was the first time I have been to Turkey and I speak nothing of the language. Had it been someplace in South America I probably would not have paid such a high fee. I am guessing the regular city bus would cost between 1 and 5 Euros.
I also felt critical of the airline because I only found out that the flight had changed the day before. I just happened to open my mail which said something in Dutch. Later I will probably make a list of all my suggestions, but one of them would be to send out the emails in the language the person made the reservation in. Another would be to put in the subject "IMPORTANT FLIGHT CHANGE INFORMATION" not just "R E C H N U N G 1276464" .
I feel fortunate to have even seen that the flight time had changed. It was one of the last things on the page.
I called the airline to confirm the flight and ask if they would help me with the extra cost of 18 euros.
Here is more detail about that phone call...
As we all waited we all waited for the employee to come open the counter.
He came at around 4:20. Then we had to go to another desk to check in. I went to the bathroom first to change into my shorts because I knew it would be a lot warmer in Turkey. When I came out, there was a line at the check in counter, so I went outside for a few minutes to get some fresh air. I kept an eye on the line and when it went down a bit, I went back inside and got in line. I checked in and then went through the passport control and security check. I had a butter knife with me which I showed to the young man at the x-ray machine. I asked him if it was okay to take on board. He looked at it and laughed and joked "What are you trying to do, kill us?" This surprised me and I started to explain myself that I didn't know if it was okay or not. He smiled and said "It's okay." Then he put it in the plastic tray to go through the scanner. This surprised me because I remember the signs in the USA which say something like "It is a Federal crime to make jokes about bombs". I thought to myself, "This is another difference between Europe and the USA. They are so much more relaxed here.
I then walked down the long hallways until I found the gate for the flight, gate B11. I got there around at around 5:15 pm. Our flight was scheduled to leave at 6:15 pm so I had plenty of time to sit and charge my laptop batteries and prepare some audio files to listen to. I wanted to download some to my MP player so I could listen to them on the plane. I only downloaded interviews I have had with people in Europe and notes I had made to myself. I didn't download any music since I wanted to work on the flight and make some productive use of the time. I also knew that my laptop batteries would not last for the entire flight, but my MP3 batteries would.
I didn't see an outlet at gate B11, so I walked further down the hall till I found one. I could still see the people at gate B11 so I kept an eye on them to see when they started to board the plane. When they did, I started to wrap up what I was doing on the computer. I wasn't quite finished but I was afraid of being late so I stopped what I was doing and starting hurrying a bit. I was copying some big files and it took me a little while longer than I expected to get them copied and then pack everything back up. When I finished, it looked like everyone else had boarded so I was feeling a little more stressed. Just then I remembered that I had not filled up my water bottles. This stressed me even more. I looked for a toilet that I could go into and fill them up, but didn't see one at first. Then I started to get even more stressed. Then I saw one but it was in the opposite direction from the gate. I decided to go to the gate and let them know that I was there, and that I was just going to go to the bathroom and then come right back. As I walked towards the gate I saw that there were more toilets even closer to the gate, just on the other side of it maybe 50 meters away. So I tried to tell the employees at the gate I would be right back. That is when my real troubles began.
Right now I will stop here and just leave the notes below. This is still a bit too stressful for me to write about in complete sentences.
From my first notes...
She said, "No. You can't go to the toilet. You have to get on board now."
I looked at the clock on the monitor above her head. 17:55 (5:55pm)
I protested and said, "Doesn't it leave in twenty minutes?
"The flight has already been cleared. You have to get on now."
I protested some more, and questioned her. She obviously did not like to be questioned, or let's say to have her authority questioned.
"How many times do we have to say it? We have said it seven times. You can't go. You must board now. Everyone is waiting for you. You are holding up the plane.
I asked if they would leave without me and she wouldn't answer. She just kept pressuring me and intimidating me to get on the plane. She said "There are toilets on the plane."
I tried to explain to her that I didn't want to use the toilet. I wanted to fill up my water bottle. She said "Well, it is a little late to think of that now."
At one point I said something like "Can you just give me 3 minutes?" and she said "Why? Because you are an American?"
During all of this a young Turkish-looking male came up and he started pressuring me too. I tried to explain things to him and I asked him if he would get me some water. He refused to and even said something like "You are supposed to board thirty minutes before the flight leaves." But actually that is when they started boarding. They told me when I got my boarding pass that boarding started at 5:45, not that I had to be on board 30 minutes before the flight left.
As I was reluctantly walking down the ramp I heard them say "Last call for passenger so and so." It was for a woman. So the employee had lied to me. They weren't actually waiting for me. And they hadn't called my name as they had called the woma´s name. And I don't even think they had said "Last call for flight so and so. I was close enough that I would have heard it if they had made the last boarding call.
On the plane
As soon as I got on the plane I tried to explain things to the first flight attendant I saw. I asked her who was in charge of the flight crew. As I think of it now, she never actually told me.)
Then the young man with the reflective vest and and started defending himself. I asked him "Did I ask you to get me some water?" He refused to acknowledge that I had asked him and he had refused.
The flight attendant with the dyed red hair said "Well, I can give you some water." But I also wanted her to write down his name and the name of the woman at the gate inside. Then the other two flight attendants came up. While we were talking the woman whose name had been called walked past us. I said, "You see, I was not the last person. They were not waiting for me. The woman inside lied to me and I don't appreciate that."
Now I regret not getting that woman's name and not asking her if she would be willing to confirm she was the last person on the flight.
The flight attendants listened, but didn't show much empathy or understanding, or even concern. At one point I asked them what they thought of it all and one just said "Can you please take your seat?" So I went to my seat and waited for my water. But it never came. I literally had a dry mouth and I had told the flight attendants that, but still the did not even give me a small cup of water before the flight took off.
Later about 15 minutes after we took off and the fasten seat belt sign had been turned off and a flight attendant walked by I asked about my water. I said something like "I am confused. I thought she was going to bring me some water."
The flight attendant said "Yes. She is preparing you some complimentary water." But it didn't come.
Then later the red-haired flight attendant, who I thing was in charge of the cabin crew, and who was the first one I talked to brought me some form to fill out. But she still had not brought me any water. When I reminded her about it she said she said she could give me some but there wasn't much water on the plane. There was only a certain amount for the flight crew. She said she could give me some of that and maybe one or two complimentary bottles of water.
By the way, the flight actually left about ten minutes early. (I definitely wasn't make all the passengers leave late. It seems obvious to me that the employees inside just wanted to get their paper work done as soon as possible so they could go home, or take a break, which ever the case may be.)
.It is 6:38 and I still don't have any water.
Now they bring the push the cart past and I still haven't gotten even one small cup.
Now it is 6:46 and I just walked up to the front of the plane where all three flight attendants were behind a curtain. I stuck my head in and one saw me. So I waited for them to open the curtain. But they didn't open it. I waited about 30 second and stuck my head in again and said "Excuse me." Then one opened the curtain and I said, in as nice a voice as I could, though strained, "I thought she said she could give me some water. Then the flight attendant took my bottle without saying anything. This made me feel like I was being an annoyance to them., an inconvenience. She could have said "You still haven't gotten any water?! That's not good!", as Australians were so likely to say. That was one thing which I really liked about Australia. It was a big difference from the USA where it was uncommon to get that kind of understanding, empathetic response. She could have also said, "I am sorry. Let me take care of that for you right now." She could have also said, "I am sorry you had to get up and ask for it again."
In any case, she handed it back to me about 20 or 30 seconds later, of cold water. She just said in a flat ton, "Here you are, sir."
I don't know why that had to be so hard.
Still on the plane..
9:00pm (10:00 Turkey time)
I just tried to go to sleep. I had moved up to the second row to be closer to the exit because I was afraid of having to wait in a long line inside the airport at passport control. There were lots of rows completely empty so I chose the second one and layed down. My plan was to turn on the overhead lights and read the newspaper for a while till I got more sleepy, then go to sleep. But when I looked up at the lights, I noticed that the lights were not in the usual place over the seats. They were more like over the seat backs. I then remembered that there was a woman sleeping in the row behind me. I was a little afraid I might get yelled at for laying down across the three seats, so I had made an extra mental note that the woman just behind me was doing the same thing, just in case I had to defend myself. I am so used to having to defend myself for the things I do and just for trying to be comfortable and meet my own needs that I am now a bit paranoid about things like this. I will be the first to admit that. Living in the USA I was almost always in fear of breaking some rule or another.
But returning to the issue of the overhead lights, I am guessing the airline had squeezed one extra row of seats on the plane or something on that side of the plane. I looked over to the other side and the lights were in their usual positions. I didn't want to turn on the lights above me because I was afraid they would shine too much on the lady behind me since they were about half way in between us, and not just over my row. So I decided
Then the red haired flight attendant comes and turns on all three lights in the row in front of me.
She got up for a while. So I took a picture of the empty seats and the lights on. I tried to turn off the lights thinking maybe I could fall asleep before she came back and turned them back on. But just as I turned the first button off, she walked up from behind me, and snapped, "Excuse me sir, I am working here!" As the words came out of he mouth, she quickly turned the light on in a movement so obviously hostile and aggressive that it was almost like she was stabbing me with a knife or slapping me in the face. This might sound like a bit of an exaggeration, but her tone and movements were definitely hostile, threatening and intimidating. Maybe she was just having a bad night, I don't know. I only saw her on that one flight. I still don't know what I did to deserve such hostility. I was the one who entered the plan with a problem that I wanted her help with. Had she just helped me, I would have been her friend during the flight instead of her enemy. I would really like to hear her side of the story and am sorry that now I have left Antalya, the headquarters of Corendon, and I won't have a chance to meet with her and the custtomer relations manager, or better, the president of the company.
Now the captain makes some announcement. That makes it hard to sleep.
Lad and g welcome to turkey. expected landing about 40 minutes. temperature 22 celcius. Before land I'd like to thank you.. Happy landing thank you and goodbye.
They never came to check to see if I wanted more water. They didn't ask how my flight was going. They only came to see if I wanted to buy something from their onboard store. Expensive perfume etc.
Now it is 9:19 she has been up for about five minutes. She left all three lights on. Intentionally?
I took a picture of the three empty seats in the first row across the aisle. Then the guy behind that row said something to her in Turkish. She answered. Then I saw him acting like he was typing. So I can assume he was saying something like "I don't know what's wrong with him He is taking pictures, typing on the computer."
I feel outnumbeered, unsupported, alone. Punished. Antagonized.
I could ask her if she noticed I was trying to sleep. Or if she noticed that the lights aer not directly above her papers, but behind her head. But on the other side they are above the seats.
Here are some notes I just made.
It is 11:29.
I went to sleep very early last night and just now I woke up thinking about what happened at the airport and on the plane
The first woman could have said
I will ask the flight crew if they can give you some complimentary
water, or Would you like me to ask....?
Well, it is a little late to think of that now.
Why? Because you are an American?
Inside the plane:
Excuse me sir, I am working here.
I asked her for the name of the woman who was working at the gate. She
never got it for me.
And I asked her for the name of the young man who was also pressuring
me to get on the plane.
She gave me someone's name but I don't think it was his. I think it was
the name of someone in customer service.
One of my goals is for my writing about what happened to be number one on google when someone enters"Corendon customer service" or "Correndon complaints"
I felt forced to get on the plane. Lectured to "You are supposed to be here thirty minutes before". How does that help me when I want some water?
He didn't say it in a helpful way. He said it in a hurtful way. They wanted me to feel guilty, powerless, groundless.
She guilt tripped me by saying "Everyone is waiting for you." This was emotionally intelligent, as far as her getting me what she wanted, but not as far as what I wanted. I am not sure if the owners of Corendon want this kind of customer service or not. What I would call Soviet or post Soviet style customer service.
The customer wants and needs to feel important. And understood. And helped.
She ridiculed me when she said "Why? Because you are an American?"
She doesn't know anything about me. She doesn't show any understanding of why so many Americans need to feel important. We have been over-controlled all our lives. We have not been treated as if we were important. We just had someone else's rules forced upon us, with little or no regard to our individual needs, circumstances or feelings. If I told her I need more water than most people, she would not care. She is the kind of person who makes people later have an unmet need to feel important and cared about. She showed no understanding or empathy,. The information I gave her, she used against me by saying "Well, it is a little late to think of that now."
When I asked her if they would leave without me she could have said something like
"Yes, if you are not here back in 3 minutes I will have to shut the plane door. Once it is shut I won't be able to open it."
Or she could have said "No, we won't leave without you if you get back within five or ten minutes, since we know you are coming back, but you will be holding everyone up because we are cleared for take off now."
Had she said this I would have hurried and filled up one of my bottles. I wouldn't feel too bad about "holding things up" since it still wasn't even time for the plane to take off.
I would feel bad if I had made everyone more than about 3 minutes late. But I suspect that most people would not have minded waiting three minutes if they knew the situation. I believe that most people are more understanding and empathetic than the woman who was talking to me as if I were a disobedient child in a Catholic school, not a customer of an airline.
Now it is 2:18 AM
Except for writing a short email to friend of mine. I have only been working in this. I had to take a break to get someone to reset the wireless connection but that only took about ten minutes. I also have made one or two peanut butter and jelly sandwhiches (using the butter knife which the intelligent security employee let me bring onto the plane. He will feel relieved to know, perhaps, that even with my frustration, I did not try to use the butter knife to hijack the plane to go back to get my water bottle filled!
It is refreshing to know that there are still a few people in the world who use their own judgment and make intelligent or perhaps wise decisions without feeling afraid of getting fired for making a mistake. I have found far too many employees who would not have let me take a knife like that on board if was up to them to make an individual decision. More and more though, employees are not allowed to make decisions. They are only told to follow increasingly specific and detailed rules.
As I write this I want to make a note that I feel an increase sense of "duty" or responsibility to write about this kinds of incidents. The reason for this is that I just heard from an 18 year old who is one of the most emotionally intelligent people I have ever known. Since I arrived in Turkey I found out that she dropped out of the university she attended for two days. She knew it wasn't right for her. She trusted her feelings. I met her many years ago online. We have never met in person. But I like to think that I helped her learn to trust her own feelings and not just follow the orders, suggestions and "you should's", "you have to's" and "you need to's" from those around her.
I would like her to work for me or with me. I would like to create a business out of customer service training and help her put he emotional intelligence to work in a way that helps everyone. She has always quickly understood emotional things. When she was around 14 I used to refer to her as my EI consultant. It was no joke. I knew I could rely on her to give me practical, helpful and right on target insight into any emotional problem or situation.
I would feel good if I could prove to her that her emotional intelligence has a value to the world, not only a humanitarian vaue, but a real financial value. I used to feel discouraged when she would tell me she wanted to go to a university so she could get a decent paying job and not have to live as she did when she was growing up. I tried to encourage her to think of working for herself, of being a writer, for example. I always told her she has a lot to say that the world needs to hear. I still believe this and I still would feel honored if she contributed to my site or worked for me or with me.
She is now legally free to do what she wants. She used to help me when she was 14 years old and she always did a good job, better than most people ten or twenty years older. She grew up on the Internet and she already has enough computer skills to be a valuable asset to me, not even mentioning her innate emotional intelligence. We have had our differences over the past few years and not been too much in touch, but we are talking again and she could use a job and I could use the help. I want to show her and others that this is serious. I would feel very good if I could create a business which emotionally intelligent teens could run themselves long after I am dead and gone. That would be a legacy worth striving for.
I don't know what she will decide to do, but right now knowing that she has decided not to go to a university gives me a new feeling of hope. She could do so much in the four years that she would have been spending in a university. It is almost beyond my imagination what we could do together in the next four years. It scares me a little to think about it too much because it might not happen, and then I will feel disillusioned and discouraged again. I don't know how serious she is about working for me, but she said when she saw what I had written about the job offer, she thought about it. Truely, she is priceless. There is no way to put a financial value on her. I cannot pay her the salary she is worth financially, but I can help her start her own business or I can start one with her and then turn it over to her later on, much as I did with my computer software business.
The phone call to Corendon
- She didn't show much understanding or empathy. I felt a little invalidated when I was trying to tell her that I was afraid of taking the public bus so late at night and also when I told her I didn't want to spend 18 euro. She could have said, "Yeah, that is pretty expensive" (In Brussels, by comparison, it costs 3.50 Euro to take the airport train into town.)
Instead she said "You don't have to take a private transfer. You can take the Havas bus into town. They come every thirty minutes. I told her I didn't want to take public transportation so late at night and explained that if I would have gotten into the city at around 3:00 pm I wouldn't mind walking around looking for my hotel, but I didn't want to do that so late in an unfamiliar city and country. She didn't really seem to understand my worries and concerns. She just kept making it sound siimple to take the public transportation. She didn't sound defensive about it, though. it was more like trying to be helpful, but I wasn't feeling very helped, and definitely not very understood from an emotional standpoint. After I told her in more detail I didn't want to walk around looking for the hotel once I got to the center of town she then told me I could take the bus to the town center and then take a taxi. This is what Thomas Gordon called "sending solutions".
Knowing what I know now about Antalya, I am glad that I didn't take her advice and try to arrive by public transportation. The airport was nearly deserted when I arrived and the level of English of those I talked to was very low. I suspect that the level of English by the taxi drivers in town would be even lower. I would not want to just hand them the name and address of the hotel. Unless you have been in a country where you speak nothing of the language, I don't know if you can really understand how vulnerable you feel when you have a problem and can't find anyone who understands you. In my experience it is often hard enough to find someone who really understands even in your own language!
I feel a little frustrated now when I think back to the phone conversation: I am thinking "Who would want to arrive in a foreign city at midnight with their luggage, looking very obvioulsy like a tourist, and start looking for a taxi?" It would seem to me to be easy to understand almost no one would want to do this.
Later she transfered me to someone else....
He told me it was normal for charter flights to change like this....
Information about Corendon
She could have ...
Asked the flight crew to give me some water.
Told me the truth
One of the many things that bothers me is that the woman who said "Why? Because you are an American?" doesn't know anything about me. She doesn't know how I feel about the USA or about Americans or what I do or what I was doing just minutes before she met me. She doesn't know I have been spending my own money to help people around the world. She doesn't know, for example, I spent my own money to help rebuild a house that was burnt down in a fire in Indonesia. Or that I let homeless children stay with me in Ecuador, or that I have spent thousands of hours trying to help suicidal teenagers. She doesn't know that I stay in hostels with backpackers so I can save my money, or that I rarely go to restaurants because they are too expensive for me and that I would rather spend my money trying to make a difference in the world than spend it on expensive jewelry, watches, ties, liquor or cologne - all the kind of things that they sell on the airplanes and in the airports.
November 21, 2007
I see that google has located my article and it is now in the top three on "Corendon customer service" or "Corendon complaints". This gives me a small feeling of satisfaction. For one thing, I don't want the people who treated me so badly to think that I just went to Antalya, went to the beach and forgot about all of this. I don't want them to think it doesn't matter how badly they treat a customer, because they will just forget about it once they get off the plane. I don't want to hurt them so much as I just don't want them in jobs where they are dealing with customers. Airline and airport staff can save lives, or contribue to deaths.
The two cases in particular I am thinking of are Carol Gotbaum and Robert Dziekanski
But anyhow, what I wanted to say today was that as I started to re-read what I wrote here
I am not sure who the president is, but I will assume it is a man, so I will say "he." I don't know, then, how he feels about what happened. I don't know what he expects or desires of his employees. Some managers and owners appreciate this kind of feedback, some get defensive. Some take action when they hear about something like this and some do nothing. Some take a middle road and have a word with their employee or employees, but nothing more. I don't know if Correndon has a formal discipline policy or this will go in the file of all the employees involved, but I would feel better if, at the very least, it went in the file of each employee, including the captain who could have stepped out for a moment to see what the trouble was. I don't know if he knows what was going on or not, but I am sure that one of the flight attendants went in to ask him what time we were going to leave. I think she misunderstood though and came out and told me what time it was, not what time the Captain said we were going to leave.
What I would like from Corendon
At a minimum I wouild like to know exactly what the policy is or the company rules for a situation like this are. More specifically, what happens when a plane is ready to leave and they are just waiting for one passenger. Exactly how long do they wait. Until 5 minutes before departure time? 10 minutes? 15? I am sure that I stayed in the gate area for 5 minutes arguing with the woman who said "Why? Because you are an American?" and "Well, it is a little late to think of that now." I could be wrong, but I am going to guess that this woman has lived or trained in the USA: This is the kind of sarcasm and resentment which is common there. I know her English was very good, so I really wonder where she had practiced it.
I woiuld also like a letter of apology. I would feel better still if they would refund the cost of my flight and the cost of the airport transfer to the hotel.
I would also feel better if they gave me the name of the customer service manager, and the president, and if they invited me, at their expense, to fly back to Antalya to speak with them and give them my suggestions for how to improve their customer service. I would feel better if they gave me a coupon for another flight in the future. I would also feel better if they arranged a meeting with me and the blonde woman in the Brussels airport, one with the Turkish-looking guy who pressured me to get on the plane and refused to get me some water, and one with the dyed-red haired flight attendant with the large tatoo on her left arm. I would like to know why they thought it was so important to pressure me onto the plane when it actually ended up leaving early, and why the flight attendants not only did not seem to want to help me, but became annoyed with me and hostile towards me by the end of the flight.
And I would like to know why they didn't give me some water as soon as I got on the plane and told them my mouth was dry. I woiuld also like to see Corendon, and all budget airlines provide free water on flights.
Dec 17, 2007
Today I got this email from Corendon. It is spam or junk mail, not even in English! I like Turkey though and Turkish people in general, so I might write to Corendon and ask them to read this page in the hopes that something positive will come out of it for both of us. Maybe they will ask people if they want to be on the mailing list in the future, and figure out some way to send emails in the person's own language.
Een actueel onderwerp in de politiek is op dit moment de invoering van een vliegtax bovenop de luchthavenbelasting.
Onze regering (voorstel van PvdA) heeft een nieuwe melkkoe gevonden en besloten 350 miljoen heffing op te leggen. Vliegvakanties worden 11,25 p.p. duurder bij vluchten korter dan 2500km of binnen de E.U. en vluchten die langer zijn dan 2500km kost u straks 45 p.p. extra.
Met deze belasting wordt vliegen vanuit Nederland voor u dus aanzienlijk duurder. Een aantal feiten die we niet begrijpen:
Amsterdam- Antalya is 2651 km, de vliegtax bedraagt 45,00
Vlucht: Amsterdam- Larnaca (Cyprus) is 2989 km, de vliegtax is 11,25 per persoon
2. Een combivlucht van Groningen via Eindhoven naar Turkije, dienen passagiers uit Groningen 45 euro vliegtax te betalen en die uit Eindhoven maar 11,25 euro.
Graag willen we u een aantal vragen aan u voorleggen. Deze korte vragenlijst neemt niet langer dan 5 minuten van uw tijd in beslag.
Klik hier om deel te nemen aan ons onderzoek.
Alvast bedankt voor uw medewerking.