Today, I was on a shuttle bus, taking me from the water taxi to the terminal at Logan airport and when we arrived at the first stop the bus stops, a few people get off the bus and then the bus totally shuts down.  We continued our conversation and quickly noticed how hot it was getting on the bus.  We made a couple of jokes and continued talking.  I noticed the bus driver talking on the radio and was wondering if he was going on break and he was letting dispatch know he was not going to be moving for awhile.  The driver then got up and opened his door to let fresh air in and at this point it had been over 5 MINUTES of us just sitting in the heat on the bus.  The sad thing is that we are to afraid to get up and say something when really the driver, who is in charge of the bus should be communicating with the passengers about what is going on with the bus.  I got up  to finally say something, when another passenger closer to the driver got up as well and the driver informed him that the bus had broken down and was trying to get another bus for us to take us to the other stops at the airport.  My hat goes off to the driver for trying to arrange back up transportation but he missed the most important thing, communicate this to your passengers! This is where everyone falls down in all these situations, they fail to communicate to the guest what is happening and leaves them hanging and getting frustrated.

I have seen this or not heard this from airline pilots who leave a plane full of passengers wondering what is going on when they can easily pick up the microphone and COMMUNICATE to the passengers what is happening. Yes, some things are out of their control but if they communicate what is happening they will not have a plane full of angry frustrated passengers.

Both scenarios are just proof that we fail to communicate to frequently because we are scared of what might happen instead of being strong and speaking the truth  and giving what the guest/customer what they really want to hear, some simple information that will set them at ease.

Please just communicate! Remember that when you might be facing a similar situation.

Make it a Great Day!!!