Delta needs some damage control

[Stifler's Mom]

I think there is an underlying theme here with Tony C....He's fortunate enough to work at a place where his passengers (boxes) don't bitch and moan when they miss their flight.

The fake dog sh!t will just catch the next flight out of Hong Kong.

Seriously, our front line employees will kill our companies (Gate Agents, Flight Attendants) when they act rude towards the passengers. I said it earlier, if you can't handle the stress of daily interactions with passengers, transfer to another job or go elsewhere.

 

[SDF2BUF2MCO]

What would you do?

Straying a bit from the original topic, I've had a couple of situations where I've been left at the gate even though I was not at "fault". Late last fall I was going to CMH on USAir(ways) from MCO via PIT. The advertised layover at PIT was 45 or 50 minutes. Despite pushing back 5 minutes early at MCO we didn't depart until approximately 25 minutes later. Weather in the immediate area did not appear to be a problem nor in PIT.
Get into PIT and by the time we park it at the gate I've got 5 minutes to make a 10 minute walk. Get to the gate and the RJ is still there but they've closed the door. I don't have any luggage to transfer just a small bag to carry on. The gate agent says I'm too late and I can get on the next flight 5 hours later. Being a "good boy" I just shrug my shoulders and quietly vow avoid USAir in the future. There is also some woman who was on the same flight and she proceeds to lay into the gate agent. I go about my way. Don't know what happened to her didn't see her on the later flight.
Part of me wanted to complain and moan and the other part says these people are probably already having a bad day. My company paid for the ticket and I didn't feel like I should demand to be treated "right" although I didn't do anything to make myself late. The only thing from a customer perspective is my company allows alot of autonomy to choose whoever I want to fly on. Any suggestion on how to handle if it happens again?
Getting back to the original thread I agree with what someone said earlier the customer isn't always right. The Daughter (and Dad) pushed the envelope when she decided she couldn't live without her pretzel. Now how it was handled is a whole different story and we're only hearing one side. But if the one side is correct, then the agents should reap what they sow.

 

[FlyComAirJets]

If Mr. King and his entire traveling party were at the gate with their boarding passes :15 minutes prior to departure then he has every right in the world to complain about being denied passage. But that did not happen. Company policy is to clear other passengers in the boarding area who are there. It is only fair to those passengers who did manage to resist the siren call of South Bend Yogurt Pretzels and show up for an on time departure. A reasonable person understands that.

 

[Stifler's Mom]

It is only fair to those passengers who did manage to resist the siren call of South Bend Yogurt Pretzels and show up for an on time departure.

You bring up an excellent point. Is there anybody in SBN that can verify the quality of these South Bend Yogurt Pretzels. Maybe they're worth the risk of missing a flight.

 

[General Lee]

I still think she was trolling for dudes. I think I saw some girl say "let's go get some yogurt pretzels" on that new FOX hit show "The O.C."

Bye Bye---General Lee

 

[FlyComAirJets]

That's it, she was just trying to ditch her overbearing father as in, "Daddy, Muffy wants some treats -- I will be right back," and then took off for the nearest kegger. No wonder they couldn't page her, she was s-faced on frat row.

 

[TonyC]

I think there is an underlying theme here with Tony C....He's fortunate enough to work at a place where his passengers (boxes) don't bitch and moan when they miss their flight.

The fake dog sh!t will just catch the next flight out of Hong Kong.

I didn't realize I don't have the credentials to comment here - - my mistake.

While I don't deal with passengers, I deal with another crewmember, ramp agents, hazardous goods specialists, handlers and loaders, maintenance, service agents, dispatchers, operations specialists, and an occassional jumpseater. I deal with a crew bus driver from the parking lot to OPS, and from there to the jet. I deal with a variety of human beings, and there's a common thread. When we treat each other with respect and appreciate the dignity that everyone deserves to maintain, we generally get along quite well. When one person starts down the path of rude behavior, things deteriorate quickly.

Listen, I never intended to turn this into a fight, and I can understand how Delta affiliates might take this personally. But for crying out loud, how can you defend the behavior of an individual that makes faces from behind a glass door?

You've all had to deal with bad employees, whether it be at McDonalds or the local theater or the furniture store or a car dealership. When things go wrong, you KNOW you'd like to hear the employee say "I'm sorry."

Now, if it happens at McDonalds, you probably walk away upset and never do another thing. But if it happens at Ruth's Chris, you'll talk to the manager. In fact, we don't expect poor service at a place like Ruth's, because we pay for good service. We don't expect it, and we don't accept it.

Well, maybe you should be flattered that Mr. King didn't lump you in with the McDonald's of the world where you don't expect good service, you don't expect to be treated with dignity, and you therefore accept whatever you're handed. Mr. King expected more than McDonald's, and he's not accepting it.

The gate agent stood there stone cold, not saying a thing, knowing full well Mr. King had been in the gate area, and he was trying to get his daughter back - - they even paged her. Did he screw up? He sure did, and he admits it. Did they give him the treatment he deserved? Not by a long shot. All they had to say was "I'm sorry, sir."

He would have had to think of something else to write about.

 

[TonyC]

If Mr. King ... then he has every right in the world to complain about being denied passage.

He did not complain about being denied passage. He complained about the rude treatment he received.

 

[General Lee]

Tony C.,

I agree that there needs to be more oversight perhaps, but in some cases you get what you pay for. At Ruth's, steaks are more expensive, and the waiters are paid more in tips--so they are more responsive to your needs as a customer. They want larger tips from you. When you go to McDonalds---the person behind the counter probably doesn't care as much. That may not be entirely true in the airline industry---we have very bright people that start off in those low paying jobs to get the experience needed to move up----but that may not be the case with gate agents, etc....who may not have the incentives to be nice all of the time. The Delta gate agents are usually paid better than the DCI gate agents, and have better benefits. So, what I am saying is that it is sometimes hard to find motivated people to provide excellent customer service at such low wages. Hopefully they strive to provide great service, but that lack of motivation sometimes leaks through.

Bye Bye--General Lee

 

[Stifler's Mom]

I didn't realize I don't have the credentials to comment here - - my mistake.

While I don't deal with passengers, I deal with another crewmember, ramp agents, hazardous goods specialists, handlers and loaders, maintenance, service agents, dispatchers, operations specialists, and an occassional jumpseater. I deal with a crew bus driver from the parking lot to OPS, and from there to the jet. I deal with a variety of human beings, and there's a common thread. When we treat each other with respect and appreciate the dignity that everyone deserves to maintain, we generally get along quite well. When one person starts down the path of rude behavior, things deteriorate quickly.

Listen, I never intended to turn this into a fight, and I can understand how Delta affiliates might take this personally. But for crying out loud, how can you defend the behavior of an individual that makes faces from behind a glass door?

You've all had to deal with bad employees, whether it be at McDonalds or the local theater or the furniture store or a car dealership. When things go wrong, you KNOW you'd like to hear the employee say "I'm sorry."

Now, if it happens at McDonalds, you probably walk away upset and never do another thing. But if it happens at Ruth's Chris, you'll talk to the manager. In fact, we don't expect poor service at a place like Ruth's, because we pay for good service. We don't expect it, and we don't accept it.

Well, maybe you should be flattered that Mr. King didn't lump you in with the McDonald's of the world where you don't expect good service, you don't expect to be treated with dignity, and you therefore accept whatever you're handed. Mr. King expected more than McDonald's, and he's not accepting it.

The gate agent stood there stone cold, not saying a thing, knowing full well Mr. King had been in the gate area, and he was trying to get his daughter back - - they even paged her. Did he screw up? He sure did, and he admits it. Did they give him the treatment he deserved? Not by a long shot. All they had to say was "I'm sorry, sir."

He would have had to think of something else to write about.

Tony,

My comments were meant in jest. I work for one of DAL's WO's and if you go back and read my originally posts, I am in agreement with you.

You'll never get me to make an argument...I'll do my usual, come on here and try and make some folks chuckle. Sorry it was at Fed Ex's expense.

PS I know some folks real well at UPS, and I use the fake dog sh!t comment and boxes don't complain crap all the time.

Now, where is that darn picture of TAB??????

 

[TonyC]

Now, where is that darn picture of TAB??????

Pilot Training | Introduction | Overview Page 2

Scroll to the bottom of the page.

 

[Slug]

Tony C

TonyC

Dude, you've stepped in a Delta/Comair schitpile. Back off and don't worry with them. If they want to treat their customers that way let them; the customers will apply Darwin's theories and those with crappy customer service with go the way of the dodo.

 

[General Lee]

Slug,

You guys are soooo great with your PAX----I love watching that Airline show on A&E------half of those people say "I will never ever fly Southwest again......" We all know that CRAP happens in this industry, and no one but Concorde passengers were treated absolutely perfectly.

Bye Bye---General Lee

 

[AlbieF15]

Tony C,

Your comments about bus drivers, ramp agents etc are EXACTLY why I recommend guys working to get hired at FedEx never say "I don't want to have to deal with people..." You wisely pointed out in our industry, even if we haul rubber DS instead of pax, you still have to deal with dozens of folks to get your flight safely on its way.

BTW...all you guys with various issues about how life is so rotten, your company stinks, these other guys are jerks or whatever... There's a guy who runs the Mrs Fields cookie stand at MEM between the A&B terminal that made me realize last week what is important. I stopped to get some cookies for a Pinnacle crew and CSR at the gate on my way to ask for a jumpseat back to my hometown. I was in my standard Fighter Pilot/FedEx pilot "can't get there fast enough, c'mon dude move it on I've got places to be" mode. I dashed into the store, hoping to get some cookies and get moving...I had less than 10 minutes to get through security (with the dreaded SS on my boarding pass...you know what that means!), but I hated to show up for a flight empty handed. It was only after I asked for my cookies and saw how he was taking a very slow, deliberate approach to reaching down and selecting the cookies for me that I realized he was blind. He carefully maneuvered to grab the cookies, then went slowly and deliberately to the cash register. Since he was moving slowly, he filled the time by saying "good morning" and asking about my day with a big smile. At that point, I was humbled, and quite frankly no longer that concerned about my jumpseat. There were two more flights that day, and if I missed the first I planned on going to the hub and just waiting for the next one. Anyway...he asked me to place my money is a currency reader which real aloud the denomination of the bill. He made change...not slowly but certainly not at F-15 or FedEx speed, but it really didn't matter to me by then. I realized there were a lot more things in life to worry about than trying to move at MY pace to meet MY agenda. He rang me up and I then strolled back on my rat race, albeit with a less stressed outlook. Anyway...security strip search was relatively quick and uneventful, and even though the gate agent had completely boarded the plane she scurried me on board (and thanked me for the cookie) and I was home...on time and with a little better perspective.

Today I was in the MEM terminal again, and again I went back to the cookie stand realizing I hadn't learned this guy's name. I again got some cookies for the crew and CSRs, and met "Jimmy". I had some time, so we talked a bit...mostly about family and why I was so happy to be on my way home. He remembered me from the previous week, and I told him I'd visit every time I'm in MEM, and I will... So...two points. First...the best way to get help and respect when you need it is make it a practice to give both first whenever you get the chance. Hugh Jorgan (from the boards) says "make a deposit in the good karma account". Everyone you contact in the industry deserves your best effort, as we are ambassadors for the profession. Second...anyone who can see the eyes of their spouse or children, or who has ever seen the top side of a cloud, or a sunrise or sunset has a lot to be thankful for. Remembering to be polite, whether you are providing a ride to a customer (or box!) or asking for jumpseat home makes everyone's day a little nicer. It took meeting Jimmy last week to snap me out of being so self absorbed every time I'm blasting off somewhere. So...if you are passing through MEM anytime soon, go visit Jimmy. His cheerfulness and great service will remind you that if he can find a way to be so warm and cheerful, the rest of us certainly should be able to pass on at least one kind word during the day.

 

[jarhead]

Some on this thread get it…..others don’t. Let me give you a perspective of what this is all about, by using an actual event from another segment of the transportation industry…Trucking.

Some years ago, a close friend of mine who is an account manager (translation: salesman) who works for Yellow Motor Freight, invited me to a customer appreciation dinner. This is a way they all shmooze people to keep accounts, and gain more freight business from their current customers. Their were some speakers after the dinner at the podium, and one was a regional VP for five states that Yellow Motor Freight competed with other national carriers for business.

The speaker was giving an anecdotal speech of an actual event that he was privy to. It seems as though there was an “incident” on the highway, involving a motorist in a car, and the driver of an 18 wheeler. The truck driver was riding the car driver’s bumper at highway speed in rush hour traffic. The truck driver had some “issues” with the driver of the car, and really tried (and succeeded) in physically intimidating this car driver. The circumstances apparently infuriated the car driver so much, that he telephoned Yellow to launch a complaint about the truck driver’s behavior. He had enough information as to where the truck was at the time of day, some numbers off the rig, etc. Mr. Common Motorist was pretty much given the brush off by the supervisor at the terminal with whom he talked with.

The following morning, Mr. Common Motorist telephoned the CEO of Yellow Motor Freight. He got right through. You see, Mr. Common Motorist turned out to be not so common after all. He was in fact, the CEO of Yellow’s largest corporate account. He pretty much told the CEO at Yellow, that if he had to fear for his life from the drivers of Yellows rigs, he saw no reason to continue doing business with Yellow; pricing and other discount arrangements no longer mattered to him. Due to rudeness or apathy towards the man by Yellows employees, all that business went away to a competitor.

The speaker concluded his story with a message to the several hundred Yellow employees at that dinner with the remark, “You never know who you’re pissn’ off”.

You see, it really does not matter who was right or wrong, the perception of the customer is EVERYTHING. Without the customer, you have nothing. Zero. Nada! Every employee of every company in America has a paycheck only for so long as the company has customers who will buy your product or service. That’s it, that’s all.

Many years ago I had a moment of rage with some Employees at Eastern Airlines over an issue I fully believed I was entitled to an explanation. It was over an airfreight shipment for some heavy stuff, that I needed to support my production line with, and needed it overnight. I was given a quote for the item, and I did get it delivered on time. But, when the bill came, it was a couple thousand dollars more than I had been quoted. I called to get it corrected, and was given the brush off. That’s what enraged me. I wrote a letter to Col. Frank Bohrman, who was then the head of EAL. In my letter I told him that due to the rude treatment by his airline, not only would I never again select Eastern for air cargo service, but that I had asked our company's president to direct that all employees in the company select an airline other than Eastern for corporate travel, whenever possible.

Several days later, I was out of town on business when my secretary got a phone call from Frank Bohrman. He was asking for me. When told I was gone for the next several days, he gave my secretary an apology, told her the circumstance of a new employee giving me an erroneous quote, and apologized for the rude treatment I had been given on the phone. When I returned from my trip, my secretary told me of the call, and there was also a personal letter to me from Col. Bohrman, with the full apology. I thought that showed some class, so I wrote him back, stating I was rescinding my boycott decision.

You see, it’s all in the attitude reflected by a company towards its customers. It really does not matter if the guy and his daughter were “wrong” at DCI……they felt they were rudely treated, and that customer had enough. So, unless this guy was running up and down the aisle in the cabin of the aircraft naked and assaulting passengers and crew, suck it up and do your job. If you won’t, someone else will, and you will be out of yours

 

[Palerider957]

AlbieF-15, Jarhead:

Absolutely, 100% correct. I wish these points could be driven home to more in the industry.

General:

I'm surprised to find you on the other side of the isle in this debate, given DAL's current woes. I'll say one thing, however. I posted a few weeks back how badly DAL FA's and gate agents seemed to be treated people. On my last few non-rev advendures I've noticed a marked improvement and genuine concern on behalf of these people---was some sort of memo sent down??

 

[canyonblue]

You guys are soooo great with your PAX

Well you didn't mention naked pilots or Burbank so I think the medication is working. We are so great with the pax, and that is what shows on the show. These people deal with problems like "I lost my ticket, let me fly" or "My kid is not 2 and I don't have too prove it". These problems happen at every airline as I have not flown on one yet that did not have there share of problem pax. It's how it is handled AFTER the problem comes up that makes or breaks the deal. But go ahead and try to deflect blame by bringing up SWA, AAI, JBLU etc. Clean up your own house first before you worry about the neighbors.

 

[Stifler's Mom]

Canyonblue,

Was just curious...How would you expect your employees to act when there is a camera crew in front of them? Hell, one guy even offered to change a guy that crapped his own pants.

 

[sleepy]

Rules are rules. I am tired of being late out of the gate because agents won't close the flight. Then they will be complaining about how your airline doesn't run on time. The airlines can't win.

 

[Huck]

I think there is an underlying theme here with Tony C....He's fortunate enough to work at a place where his passengers (boxes) don't bitch and moan when they miss their flight.

FDX doesn't get paid if the boxes are late. Not only do the customers b!tch & moan if we're late, but they don't pay, either....