Are flight attendants, desks and VIP lounges in line with what we expect? An airline asked us to verify that the services delivered by its own staff and by its partners were aligned with the company's objectives. The company wanted to check the treatment given to business-class passengers, the quality of the VIP lounges at every airport, and the desk's ability to understand passengers' needs and handle problems such as lost luggage or special requests. The shoppers travelled on the airline, covering both the checklist sections relating to the flight itself and those relating to the ground services of the two airports involved in each flight. This way a screening was also carried out of the services offered by the various airports the airline flies to. Thanks to the mystery client checks, the company was able to verify the percentage of compliance with its own procedures.
