Travel Providers: Ever Feel Like Somebody’s Watching You?
Don't be heavy-handed with your camera phone.
Christopher Elliott, author of the popular travel industry blog Elliott.org, recently posted a bold suggestion for dealing with poor customer service on a trip: Whip out your phone or digital camera and start filming. Along the same vein, he also suggests that folks who have experienced poor treatment by airlines or hotels blog about it.
The theory behind both suggestions, of course, is that many people — whether it’s the leader of a large nation or a hotel clerk who only thinks he’s that important — will only be on their best behavior when they realize people could be watching. And if that works for individual service people, it goes double for corporations.
Social media and the lowly camera phone have already made their impact on big issues like human rights abuses. More quietly, but just the same, they are stopping customer service abuses too. Elliott cites one example of an airline changing its policy on shipping foldable bikes after a passenger blogged about it.
And if you think employees won’t be impressed that you’re filming, look at this case of the grandmother who was arrested when she refused to delete footage of a mild altercation on a JetBlue flight.
What happened to that granny shows what a powerful message you send when you turn on a camera, but it also shows the risks. In her case, she wasn’t trying to accomplish anything, but still she ended up a lot worse off than she had been, being led off the plane in handcuffs.
As a reporter, I know that many people react emotionally to any kind of recording device. Elliott said most employees won’t decline to be recorded because that would make them look bad, but in my experience lots of people decline to be recorded, especially when they’re in the course of doing their jobs. They also tend to get ticked off or frightened when a camera or tape recorder comes out.
So I’d say take Elliott’s advice when the situation really warrants it. If you fly to a tropical resort and get stuck in a room with no AC when you were promised state of the art, film away. But remember that although the filming alone may get you better treatment, you are doing this to collect evidence, not to be a bully. If you act intimidating or imperious, or imply that you are a member of the media (whether you are or not), the reaction is likely to be more extreme. Not only is it unethical to say you’re media in order to get perks (whether you really work for the New York Times or New York Bagels), some people will interpret any mention of media affiliation as bullying and abuse of power. It’s happened to me.
Personally, I feel like my mom’s tactic of taking down names is usually enough to remind service people to mind their ps and qs. If you choose to film, be prepared for a battle — and remember that your actions will be recorded too.
Photo by Compujeramey, used via Creative Commons license.
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