Around 2016, my editors kindly published an article of mine that addressed the differences in service quality between buses and airplanes in Mexico, highlighting the strengths of the former.
Well, dear reader, guess what? Nothing has changed!
Allow me to elaborate for you:
How is it possible, I wonder, that two historically linked transportation operators, Primera Plus and Viva Aerobus, exhibit such different behaviors in terms of service quality? And no, I’m not referring to the actual services they provide, which can vary greatly depending on their service model, but to how they provide them.
As I’ve made clear in my writings, I am very demanding, critical, and you could even say picky, although always respectful and objective regarding my transportation experiences. However, I must acknowledge that for years I have associated Primera Plus with the word “satisfaction,” which extends to the bus terminals they operate in. In my most recent trips with them, I found nothing significant to point out as an area for improvement. Beyond the comfort and cleanliness of the seats, the space between them, the entertainment system, and the security controls for boarding, it was the staff’s treatment and facilitation of my journey that prompted me to write this note.
If Primera Plus has first-rate staff, why is it not the same for the airline it promotes, which I can no longer associate with anything other than discomfort?
Is it basic marketing psychology? Maybe!
Did I just get lucky with the bus and terminals, but not with the plane and airports? It’s possible, but I doubt it since I am usually very perceptive about service quality, especially in transportation.
Let’s not forget that evaluating service quality from a customer’s perspective involves not only hard data like punctuality but also the attitudes and performance of service providers. For instance, the ticket seller at Primera Plus in the North Bus Terminal in Mexico City, despite my rush, gave me my ticket with a smile and without any hassle, efficiently directing me to the bus. This experience was repeated in Querétaro on my return trip, contrasting sharply with the inefficiencies and obstacles posed by airline staff during my recent travels through Mexico City and Monterrey airports.
In conclusion, I must reaffirm: Long live the bus!
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