10/08/2026
Is it just me, or is customer service getting worse and worse?
Over the last couple of months, I’ve probably flown 3 or 4 return trips with the same airline, and almost every time there has been some kind of delay.
I’m deliberately not going to name the airline because this isn’t about attacking one company.
Thursday evening I flew from London to Romania — almost two hours delayed.
Tonight I’m flying back to London.
Scheduled departure: 23:35.
New estimated departure: 01:20.
So, in the space of just a few days, almost two hours of delay on the way out and almost two hours again on the way back.
And here I am, sitting at the airport, tired and waiting again… but rather than just getting frustrated, it got me thinking about something bigger than a delayed flight.
I genuinely feel that customer service is getting worse.
I don’t know why.
Maybe companies are struggling to find enough people. Maybe they’re cutting costs. Maybe we’re automating so much that we’re forgetting there’s still a human being on the other side.
Or maybe, as companies become bigger, individual customers simply start to feel like numbers.
I don’t know the answer.
But more and more often, it feels like the customer is the one chasing for information.
And that made me think about my own company.
We work in transport, and things will sometimes go wrong.
Traffic. Accidents. Breakdowns. A collection taking longer than expected. A previous job running late.
We can’t control everything.
But there is a big difference between having a problem and providing poor customer service.
We can control what happens next.
We can answer the phone.
We can update the customer before they have to chase us.
We can explain honestly what’s happening.
And most importantly, we can show them that their problem matters to us too and do everything we can to find a solution.
Tonight reminded me of a standard I want us to keep at Dragos Transport Ltd:
If something goes wrong, our customer should hear it from us before they have to ask us.
I can’t promise that every delivery will always go perfectly. Nobody in transport can realistically promise that.
But we can keep trying to answer, communicate, care and find a solution.
Maybe, in a world where customer service is becoming more and more impersonal, genuinely caring about your customers is becoming a competitive advantage.
Answer. Communicate. Care. Find a solution.
Because great customer service isn’t really tested when everything goes perfectly.
It’s tested when it doesn’t.
WE LOVE TO DELIVER ❤️🚚
