Customer service isn’t just about visible action. It’s often the silent moments that leave a lasting impression.

Customer service isn’t just about visible action. It’s often the silent moments that leave a lasting impression.

On a recent trip, passengers were asked to wait in a narrow airport corridor with no explanation or updates. When a few people calmly asked what was happening, the group was moved again – this time outside onto the tarmac. It was a freezing, windy day, blue sky overhead, aircraft doors still closed. This came after a travel delay of just under three hours.

The delay itself wasn’t the problem. In travel, delays are sometimes unavoidable. What really influenced the experience was the absence of communication. There was no acknowledgement of the situation, no brief explanation, and no reassurance for people who were cold, confused, and simply trying to understand what was going on.

It seems like a huge effort goes into operations, systems and efficiency, while communication with customers quietly slips down the priority list. Yet in moments of disruption, communication is the experience. A short announcement, a clear update or even a simple “thank you for your patience” can completely change how a situation feels.

Great customer experience isn’t built on glossy slogans or perfectly worded apologies. It’s built on clear, timely, human communication – especially when plans change. Silence is never neutral. It fills the gap with assumptions, and those assumptions rarely work in a brand’s favour.

I’m curious – what’s your most memorable “no one told us anything” moment while travelling?

#CustomerExperience #CustomerService #TravelIndustry #TourismMarketing #TravelExperience #BrandCommunication #TourismTranslations #Localisation