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ASA What do you tell Pax when you don't have a gate?

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flylowman

flylowman

Well-known member
Joined
Oct 28, 2004
Posts
149
I just looked up this info and now I am going to refer my passengers to this email and phone number.

bryan.labrecque@flyasa.com

404-766-1400 x2206

Impeach Brian
 
I usually get on the PA system and inform them that if I didn't get paid 18k a year we would have a gate!
 
Cutting off your own nose to spite your face? Those paople make it possible for you to have a job. Getting them madder doesn't help your case.

In the end, it's usually a combination of a few things: how the lines are given to us from Delta, Atlanta, and ramp managers not doing their jobs.
 
Tarzan said:
Cutting off your own nose to spite your face? Those paople make it possible for you to have a job. Getting them madder doesn't help your case.

In the end, it's usually a combination of a few things: how the lines are given to us from Delta, Atlanta, and ramp managers not doing their jobs.
Click to expand...

I don't see it that way. Passengers take their frustrations out on the FA's. I think that's horribly unfair. If you let them know you're just as frustrated as they are and to let our Management team know how they feel--I don't think it's unprofessional at all. (whether it be by email/comment card/phone #)Management dodges the bullet (pax complaints) by not correcting or even working on our problems. I've always said the biggest problem ASA has, is not the fact we have so many problems (every airline does), it's the fact none of our problems are fixed in a reasonable amount of time. We continue to make money by placing a bandaid on the ramp week after week. The fact that Mgmt. subjects ourselves to all the abuse week in and week out is absurd. I wish upper level mgmt. would put up a little stand that said "complaints" on it and fielded all the unhappy pax complaints personally. All the while getting a nod from Wall Street and hearing how wonderfully successful they are. Just last week we had to defuel (transferred to aircraft with way too much fuel.) With pax aboard, it took 1 hour. People were not happy to say the least and the FA's take the abuse for that. That's unfair. Being honest is fair. Be honest and professional, that's what your passengers want.

Trojan
 
Tell them the same thing that DL tells its pax when you have to hold on the taxiway for a gate.
 
Tarzan said:
Cutting off your own nose to spite your face? Those paople make it possible for you to have a job. Getting them madder doesn't help your case.

.
Click to expand...

Oh brother.....you mean we help supplement their vacations?
 
I'm almost positive Brian has a secretary to answer those phone calls and emails so I doubt he cares.
 
A neutral way of giving out his number would be to say.

"Thank you for flying with us today. Again the entire flight crew would like to apologize for the delay. We certainly appreciate your business. If you'd like to share your thoughts on this flight, please don't hesitate to contact ASA CEO Brian Labrecque @***************"

Could you get canned for that P.A.?
 
"ASA What do you tell Pax when you don't have a gate?"

There is a standard apology for this kind of event. It's become such a routine occurrence that ASA went ahead and included a sample PA in the FOM. Go ahead, look it up.
 
delta's fom has about 40 sample pa's for all kinds of passenger issues - grow up - they are there for the unprofessional as cliff notes

do you think we are the only airline who has to wait for gates - dal, airtran and others have problems just as big as ours

i love watching crews race at full cruise power to the airport, land 10 minutes early and then bitch about not getting parked for 10 minutes

or better - captain delays a flight to get something to eat on E, taking his sweet time - then pushes 15 late - the flight arriving 10 early makes forty calls to ops, occ and alpa complaining about how bad the operation is run
 
Cutting off your own nose to spite your face? Those paople make it possible for you to have a job. Getting them madder doesn't help your case.

In the end, it's usually a combination of a few things: how the lines are given to us from Delta, Atlanta, and ramp managers not doing their jobs.
Click to expand...

amen to that!
 
flylowman said:
I just looked up this info and now I am going to refer my passengers to this email and phone number.

bryan.labrecque@flyasa.com

404-766-1400 x2206

Impeach Brian
Click to expand...

That is a good example of what I have used in the past. However, recently I just tell them that our company here in ATL cannot fix the problem that has been ongoing for the 5-8 years and they may want to think about using another hub other than ATL. NO just kidding I tell them ATL sucks and so does this companies management. Of course followed by hope you enjoyed the 45 minute wait. Now go fly a real airline.

Well maybe not like that exactly yet, but you can bet your underpaid six it is coming.
 
I´ve dropped the CEO´s name numerous times over the PA. I´ve also directed the pax to the SKY magazine for the complaint card (what could we do better type crapp).
Could you get fired...doubt it with a union on property, but they would sure threaten you for being unproffesional. That´s when I would just laugh at their fat kettled selves.
 
Around 1996 Jimmy L. was captain on an ATR that only had one flight attendant scheduled. They had already boarded when it was decided to cancel the flight for lack of FA reserves.

Jimmy had to break the news to the pax. He said,"Folks, they've just cancelled this flight for lack of a second flight attendant. Now, the company knew about this problem a month ago, they knew about it a week ago, they knew about it yesterday and this morning. But they just now decided to cancel it."

He got two weeks off without pay.....
 
Huck said:
Around 1996 Jimmy L. was captain on an ATR that only had one flight attendant scheduled. They had already boarded when it was decided to cancel the flight for lack of FA reserves.

Jimmy had to break the news to the pax. He said,"Folks, they've just cancelled this flight for lack of a second flight attendant. Now, the company knew about this problem a month ago, they knew about it a week ago, they knew about it yesterday and this morning. But they just now decided to cancel it."

He got two weeks off without pay.....
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But the good news was he was able to collect plenty of Coke cans to make up for the lack of pay!
 
Sinca3 said:
I´ve dropped the CEO´s name numerous times over the PA. I´ve also directed the pax to the SKY magazine for the complaint card (what could we do better type crapp).
Could you get fired...doubt it with a union on property, but they would sure threaten you for being unproffesional. That´s when I would just laugh at their fat kettled selves.
Click to expand...

:rolleyes:

ASA has a union on property??? I thought if we had a union, we'd have a new contract by now...either that or we'd be on strike???
 
wickedpilot said:
:rolleyes:

ASA has a union on property??? I thought if we had a union, we'd have a new contract by now...either that or we'd be on strike???
Click to expand...

The union has done as much as it can in the strike process. We voted and approved the strike when able. It is now up to the NMB. We will see how these next negotiations go.

Keep a positive attitude, and we will have a fair contract soon.

Fly your current contract.
 
I say nothing. I just sit there, and make them wonder. Then, keep the door closed so no one can give you hell about it as they disembark. Y'all should try it next time. It is much less work, for sure.
 
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It is not that hard. Tell the passengers the truth. The gate is occupied. You do not know the reason(you don't owe them one) as to why your gate is not available. "We appreciate your patients. We will be parking as soon as our gate is available." If this does not work or you do not like this type of approach to the passengers, then try explaning the "space time/continuem" concept. Two or more A/C may not occupy the same space. In my best Customer Service voice, "That ain't my ZONE!"
 
XJT has a similar problem: how good can you get at explaining a EWR ground stop? EWR only leads the nation in arrival delays (faa.gov), so it's no wonder that we have to get good at telling people not to rip the FA's head off because we poshed off the gate and then sat for hours.
 
I make a PROFESSIONAL PA announcement and then sit back to enjoy the fact that my wallet gets thicker. Who cares if you don't have a parking spot- keep your pax informed and don't sweat it. It's funny to watch someone sit there and stew over something that they can't do anything about and then bash ASA for their lack of organization- They're not the only airline with this problem. Where I really want to slap someone is when they move on to talk about "Southwest" and how "smooth" their outfit runs.

I haven't waited for more than 2-3 minutes for a parking space in the past two weeks or so. Supposedly management has wisened up a bit and is staffing each parking space with 3 rampers and it's own equipment. Also, they are cutting from 4 shifts a day to only two, and there is a 30 minute overlap in shifts to keep everyone from disappearing. Wonder how long it'll be before they figure out how much $ in fuel savings they're gonna rack up since we're not sitting on the ramp at 5$ a minute waiting to park.
 
VeeOne said:
I make a PROFESSIONAL PA announcement and then sit back to enjoy the fact that my wallet gets thicker. Who cares if you don't have a parking spot- keep your pax informed and don't sweat it. It's funny to watch someone sit there and stew over something that they can't do anything about and then bash ASA for their lack of organization- They're not the only airline with this problem. Where I really want to slap someone is when they move on to talk about "Southwest" and how "smooth" their outfit runs.

I haven't waited for more than 2-3 minutes for a parking space in the past two weeks or so. Supposedly management has wisened up a bit and is staffing each parking space with 3 rampers and it's own equipment. Also, they are cutting from 4 shifts a day to only two, and there is a 30 minute overlap in shifts to keep everyone from disappearing. Wonder how long it'll be before they figure out how much $ in fuel savings they're gonna rack up since we're not sitting on the ramp at 5$ a minute waiting to park.
Click to expand...

ASA is cool.
 

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