Flying: Good Customer Service Can Make a Difference

Montenegrin national carrier, Montenegro Airlines, is a small airline consisting of six aircrafts*. The airline operates regular and charter flights to major European destinations. On its website the airline states its commitment to “conquering new markets, opening new routes, increasing flights to current destinations and increasing the number of passengers served.” Montenegro Airlines is a state-owned company, which was founded in 1994.

I have flown with Montenegro Airlines once in 1990s and I remember being satisfied with the overall service on the route between Tivat, Montenegro and Belgrade, Serbia. However, at any later time, whenever I needed to make a reservation, this was impossible due to enormous fares on their website. I often asked myself who actually buys their tickets.This year I had a possibility to finally fly Montenegro Airlines on a route between Podgorica, Montenegro and Paris, France. I have had two mostly negative observations,

  • I was quite surprised to find out immediately after taking off from Paris (CDG) that there was no toilette paper, seat covers, napkins nor tissues in the restrooms. That was the biggest turn off for me when it comes to the airline, as hygiene and cleanness should be fundamental-21st-century-services in addition to any other services sought after.
  • Flight attendants are charming. However, both times I have seen them spill a drink on a customer in front of me and both times they were not apologetic enough. I was quite surprised to see that they acted as if nothing had happened. They did not even offer a napkin to a customer to clean the stains. Other unprofessional performances have been minor and not as bothersome (for example, not informing the passengers of different choice of sandwiches).

Consequently, if Montenegro Airlines plans on staying in business and becoming a competitive European airline, it will have to provide its staff with a high quality international training. Until then, fly with other carriers if you have a choice.

Author: Karolina

Karolina is a blogger for Europolitan Trends, sharing stories about cities & regions, local businesses, and inspiring urban details. She is a public affairs professional, always ready to travel and explore.