Is it really the fault of the passenger?

[HA25]

I posted this story in another thread and it caused me to think that maybe it needs to be posted in it's own thread.. it merits discussion, especially since we're all so quick to blame the problems with the industry on passengers attitudes.. I would argue the BIGGEST problem is a lack of true customer service.. the pilots tend to be by far the most professional, but the rest (yes, including the FA's) just fall far short..

This is my experience recently on USAir..

---------------

$800 round trip unrestricted fair to HPN, upgraded to 1st class due to Gold Status, then subsequently bumped off the flight as a result of the seat being sold to a different guy!!! Then after waiting outside the airplane for 10 minutes to get a supervisor, I begged to get on, so they took a volunteer and gave me a MIDDLE SEAT in coach after I had paid for and secured 6C!!

Then... get into HPN thru PHL minus the bag with my shoes, and critical items for my job interview that next morning!! Mind you, the bag was gate checked as a result of my originally being bumped off the flight and having to take it out of the overhead!! Bag finally gets in at 1am to hotel... I can now go to bed!!

After successful interview, return leg to home was over sold and I was unable to get a seat assignment until I got to the PHL.. HPN customer service was useless, though they tried.. The PHL customer service was the worse experience I've ever had in my life.. down right RUDE.. with a capital R.. (no lie, I walked up to the gate and politely stood to be called... the gal looked at me with total contempt and said.. "what now?") ... again, middle seat assigned even though when I originally booked the flight 7 days prior I go a window!!!

On the PHL - home leg, I also took the time to help an old lady put her bag in an overhead because the F/A (a man mind you), told her he couldn't do it since he was "busy".. sad.

 

[CA1900]

Welcome to the worst part of an otherwise great job! :laugh:

I suggest purchasing three things to help with your sanity:

This, This, and a bunch of These.

 

[HA25]

Welcome to the worst part of an otherwise great job! :laugh:

Well, I'm praying for more of these "Walk on/Walk off" crew swaps.. even if only one a month or every two months.. it would be GOLDEN!

 

[Shrek]

At least you have SkyBus....no wait - nevermind.

 

[HA25]

At least you have SkyBus....no wait - nevermind.

Our F/A's where BY FAR.. the youngest, and hottest in the industry... say what you want about the company, but hot, friendly, and helpful F/A's was not a problem on our flights!

 

[climbhappy]

we jsut hired a blonde named karen....she rode on my plane...wow!!

you'll love this customer service story. out of denver, i sat with a guy in coach. they came down the aisle to sell the snack paks. he asked," what are my choices." ( there are only 3) "you'll find that on page 147," she shot back...
we both laughed. i said how do you like that...she can't remember cheese and crackers, turkey sandwich or fruit assortment.... and she wants you to work on a sat. (ie having to pick up the program and search...

we both agreed she should be reindoctrinated.

later, she came back and said," have you made your mind up yet (with an attitude)?

he says, "cheese and crackers"

she answers, " we're out of those"

we looked at each other, and shook our heads.

this pathetic display of customer service amplifies the notion that the customer ,passenger is here for the convenience of the worker.... HOGWASH.

 

[HA25]

we jsut hired a blonde named karen....she rode on my plane...wow!!

you'll love this customer service story. out of denver, i sat with a guy in coach. they came down the aisle to sell the snack paks. he asked," what are my choices." ( there are only 3) "you'll find that on page 147," she shot back...
we both laughed. i said how do you like that...she can't remember cheese and crackers, turkey sandwich or fruit assortment.... and she wants you to work on a sat. (ie having to pick up the program and search...

we both agreed she should be reindoctrinated.

later, she came back and said," have you made your mind up yet (with an attitude)?

he says, "cheese and crackers"

she answers, " we're out of those"

we looked at each other, and shook our heads.

this pathetic display of customer service amplifies the notion that the customer ,passenger is here for the convenience of the worker.... HOGWASH.

You don't like it, drive!

(that's just my dig on a guy who posted that as a response to my story up there in the other thread, of course it's lame.. customers 1st.. that should be the attitude).

 

[CA1900]

This seems particularly appropriate:

Apathy

 

[IslandDriver]

I have had the same treatment as a flight crew as well.

I was coming back from training and had a must-ride seat. Ended up getting into PHL early so I wanted to get on an earlier PVD flight. I checked the loads on the HUB (employee website) and saw that there were seats and a jumpseat.

I waited at the gate counter for 45 minutes in uniform as number one in line. They would not even acknowledge that I was there. I tried to say hello but they were busy on the cell phone and in the computer. As they started to board they finally asked if they could help me. I explained I wanted to get on the earlier flight as i was early and I knew the later flight was sold out and they might want my seat on that one. They rudly said "You ask now when we are boarding?" I explained I was staanding in front of them for 45 minutes but they did not care. she ripped the ticket out of my hand and said she could not switch me and I should call my company to do it (CJC) Well it was after hours on a weekend and our travel dept is closed.

She then punched the keys on the computer for a few minutes and said...I can not ride earlier cause the computer would not let her.

I asked for the jumpseat but she said it is too late.

The capt happend to come up for something and asked what was up...he told me to just follow him and he put me in the jumpseat.

So if they are rude to fellow employees (all be it a commuter pilot they must be rude to everyone)

Thank God I have a class date at WN but I am sure I will have pleanty of negative jumpseat stories...not the crews but getting to them through the gate agents.

With lay-offs and cut backs pending all this will only get worse!

 

[HA25]

She then punched the keys on the computer for a few minutes and said...I can not ride earlier cause the computer would not let her.

Reminds me of the famous scene in Meet the Fockers when Ben Stiller tell the gal "What are you doing with that? Typing 'War & Peace'?"

I sometimes think they sit there and type a bunch of gibrish to make you think they're trying to help you and have it already planned to tell you "no"..

This is what happens when you over unionize an airline.. I've said it before and I'll say it again, unions belong only in professional jobs.. Licensed professionals that have major studies to get their license.. Pilots, A&P, maybe dispatchers.. that's it.. the rest of them are jobs and should be occupied by young people moving up in the world, or part time at will workers. Imagine the $$$ that would free up to pay pilots & mechanics and improve service!

 

[kf4amu]

I listed for the jumpseat CLT-GNV, wearing khakis, black dress shoes, and collared shirt. Gate agent told me I wasnt allowed to jumpseat since I was not in uniform.

After a gate change the captain came through the terminal, and I mentioned to him I was trying to jumpseat and the gate agent had issue with my clothes. He made a funny face and said "you're fine". After the pax boarded he came out to make sure I wasnt getting hassled by the gate agent.

Unfortunately, it seems the most professional employees are the ones with the least amount of passenger contact.

 

[PCL_128]

I've said it before and I'll say it again, unions belong only in professional jobs

 

[Jmoney]

You don't like it, drive!

(that's just my dig on a guy who posted that as a response to my story up there in the other thread, of course it's lame.. customers 1st.. that should be the attitude).

Well......

Coming from someone who is a big enough idiot to have worked for SKYBUS..... Coupled with actually residing in HPN....

I would say that maybe the normal people just picked up on what a damn moron you are and started treating you like the obvious afflicted retard you must certainly be.

-SKYBUS? Really?
-"Let's light this candle..."

 

[HA25]

Well......

Coming from someone who is a big enough idiot to have worked for SKYBUS..... Coupled with actually residing in HPN....

I would say that maybe the normal people just picked up on what a damn moron you are and started treating you like the obvious afflicted retard you must certainly be.

-SKYBUS? Really?
-"Let's light this candle..."

Such an nice and eloquent retort... makes your dick feel bigger to talk so tough? I'll bet you're a blast to go on a 4 day with.

I worked with some of the best guys in the industry at SX, and the only reason that place failed was the idiots at the top who squandered it! I'm proud of the guys I flew with, proud of our efforts to bring on the IBT in record time to remedy the problems in management and proud of what could have been if the company's founder was the one who ran it. There is a lot that went down that you will never know and it's better kept off public message boards.

I'm sure you're going to come back at me now with more flame and insult. Go on, it's a good ego boost and makes you feel better about the crappy turn your career has taken you on.

 

[HA25]

I refer you to post #14..

And please all three of you, don't hijack this thread.. boycott it instead!