Mark Ross-Smith, CEO of a Singapore-based company, recently shared his six-year-old daughter’s candid review of Etihad Airways’ business class on social media, stirring up a storm of reactions and highlighting the power of unfiltered feedback.
In a post on X, Ross-Smith revealed that Etihad had sent a survey to his daughter regarding her recent flight experience. With no external influence, the young traveler rated the airline a mere one out of ten, citing several points of dissatisfaction. Her reasons ranged from the absence of school friends on the flight, to a lack of chocolates in the kids’ meal, and even the delayed start of in-flight entertainment until after takeoff.
The CEO humorously recounted his daughter’s assessment, mentioning her disappointment over not receiving chocolates from the Etihad crew, unlike her experience with Emirates. Despite Ross-Smith’s platinum status with Etihad, his daughter’s review remained brutally honest and garnered attention online.
In response to the viral post, Etihad Airways acknowledged the feedback, calling the CEO’s daughter “cute” and expressing hope for a better rating in the future. They playfully suggested a strategy to win her over, emphasizing a warm welcome and plenty of chocolates during the flight.
Social media users chimed in with their thoughts, applauding the honesty of children and the importance of understanding customer preferences, even from the youngest customers. Some users humorously recommended other airlines, while others praised Ross-Smith’s parenting and the amusing nature of the responses.
The incident serves as a reminder of the impact of genuine customer feedback and the need for companies to listen attentively to their customers, regardless of age, to improve their services and offerings. As the story continues to circulate online, it highlights the influence of a child’s perspective in the realm of customer experience and marketing strategies.
Sources By Agencies
