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"Inappropriate PA's" memo....

crj567

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Apparently SH has his thong in a bunch because people are making "inappropriate PAs." Some of these announcements apparently contain "inappropriate" comments about the level of service some ramp and/or gate personnel are providing at certain outstations...

Well, let's see.... We never had problems with waiting 45 minutes at outstations for someone to finally show up and park us when ASA people worked at these places. We never used to have delays attributed to the fact that no gate agent can figure out how to to do the most basic things-like request a release.

I know we have all RIF'd the hell out of these situations-and nothing much has changed. DAL just doesn't give a rat about how their passengers fare in these situations-it is all about the lowest bidder now. People need to be given accurate information about these sorts of situations, so they can take this knowledge into account the next time their plans call for travel. Perhaps they could choose to purchase a ticket on some airline which can provide the level of service they come to expect. (There are airlines which do not fire all the experienced station personell at essentially every single outstation and replace them with people making 1/2 or 1/3 as much.)

Personally-I think it is completely appropriate to let the passenegers know who and where to address their complaints, and why things are the way they are; since ASA is in no way responsible for these problems. It seems very reasonable to assume that if enough pissed "platinum medallion" folks write some letters, DAL may actually take this problem seriously-they sure don't care what we think.

-Thoughts?
 
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Flybywire44

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Apparently SH has his thong in a bunch because people are making "inappropriate PAs." Some of these announcements apparently contain "inappropriate" comments about the level of service some ramp and/or gate personnel are providing at certain outstations...

Well, let's see.... We never had problems with waiting 45 minutes at outstations for someone to finally show up and park us when ASA people worked at these places. We never used to have delays attributed to the fact that no gate agent can figure out how to to do the most basic things-like request a release.

I know we have all RIF'd the hell out of these situations-and nothing much has changed. DAL just doesn't give a rat about how their passengers fare in these situations-it is all about the lowest bidder now. People need to be given accurate information about these sorts of situations, so they can take this knowledge into account the next time their plans call for travel. Perhaps they could choose to purchase a ticket on some airline which can provide the level of service they come to expect. (There are airlines which do not fire all the experienced station personell at essentially every single outstation and replace them with people making 1/2 or 1/3 as much.)

Personally-I think it is completely appropriate to let the passenegers know who and where to address their complaints, and why things are the way they are; since ASA is in no way responsible for these problems. It seems very reasonable to assume that if enough pissed "platinum medallion" folks write some letters, DAL may actually take this problem seriously-they sure don't care what we think.

-Thoughts?

Telling the passengers that we have work ethic and staffing issues with our ramp personal is perfectly appropriate, because its the truth.

I can imagine we had an african american passenger who took it personal. This is a economic-slave labor issue. Delta should pay these guys more money so they have a reason to work harder.
 

Jack-O-Lantern

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Ok, I wasn't gonna say anything, but come on guys. Just be professional out there.I have to agree with SH on this one. Making announcements that rip our company is not very smart. Do you really think making our product look bad is wise. What is our product you ask.The company who pays our salaries, that's who.Not too smart to run our customers off, do you think?
 

samballs

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Jesus another ASA memo, My company posted one on upcoming events for janitors, should I post it?
 

CFI2766

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FWIW, I would speculate that 99% of our passengers believe that they are on a Delta flight to begin with.


It kinda makes you wonder who was on one of our flights that had the connections to grab the attention of ASA's Flt Ops guys...
 

PCL_128

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When I was at Pinnacle and we were serviced in DTW by Mesaba, the ground service was horrible. Typical was 15 minutes waiting for rampers to park us. So, I would wait about 10 minutes, and then I would make a PA telling the passengers what was going on, and I would inform them that there were customer comment cards they could fill out, and they could also go to the NWA website and fill out a comment form.

What's wrong with that? The company should want to know when customers aren't happy, right?
 

Cpt Oveur

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Most passengers think they're on a Delta flight! Most don't have a clue what ASA is. If the crew tells them that the service is that bad, would you book your next ticket on Delta?
 

crj567

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Ok, I wasn't gonna say anything, but come on guys. Just be professional out there.I have to agree with SH on this one. Making announcements that rip our company is not very smart. Do you really think making our product look bad is wise. What is our product you ask.The company who pays our salaries, that's who.Not too smart to run our customers off, do you think?

Well- That is kinda my point. ASA had outstations shich did (most of the time) a wonderful job. Most ASA employees at the stations were very sharp and went the extra mile to serve our passengers appropriately.

DAL didn't (and still doesn't) care enough to hold these new outstation employees to any standard whatsoever. The direct result of this situation is horrible service. DAL could fix this problem-they could pay better wages to these people and provide better training. They could also hold these guys to some sort of standard.

I would bet that when a passenger writes a complaint letter about these situations, they get some sort of "well-we are very sorry, but this flight was not operated by Delta-it was operated by one of our connection partners-we are working with them to ensure better service." Well-nothing could be farther from the truth-DAL mgmt. doesn't give a rat, and people really should have access to accurate information. I can understand how crews who write these issues up repeatedly can become very frustrated and start making "unprofessional" announcements.

If passengers choose to spend money with another airline which actually pretends to give a rat's ass-not really my fault. That is kinda the way a free market economy is supposed to work.

P.S.- I personally don't make the type of announcements SH was whining about-but I see absolutely no problem with doing so-maybe I should start!
 
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Data

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Come on guys, it's a pretty simple job, quite being ******************************s and play the part. Christ, listening to all the ASA pusssies whining about these memos is making me sick.
 

ACL65PILOT

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It might be certain people posting what they say in their PA's on this board and the other board. Ya know management reads this stuff too. Good or bad, it gives them the pulse of the group, and how to manage us.
 

crj567

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Come on guys, it's a pretty simple job, quite being ******************************s and play the part. Christ, listening to all the ASA pusssies whining about these memos is making me sick.

Mission accomplished!!
 

Raoul Duke

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the cure for bad service is not "more pay". that is stupid. fire the people doing a bad job, there are lots of unemployed folks who would be glad to have a job
 

crj567

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the cure for bad service is not "more pay". that is stupid. fire the people doing a bad job, there are lots of unemployed folks who would be glad to have a job

well- yes, that used to happen-but the guys who used to do these jobs did them pretty well-in exchange for flight benefits and much higher pay. I never thought ASA was particularly generous to these guys (until I found out just how cheap the new guys are.)

-I still think an informed consumer is a better customer. If they really knew who was actually responsible for the incredibly bad level of service we have been seeing, they would not be fooled by the whole "it is our connection partner's fault." The old "connection carrier" did a fine job almost every time I pulled into one of these stations.

-The whole "bait and switch" mainline is pulling here is really reprehensible. People came to expect a certain level of service from experienced employees at these places, and now these same customers pay even more money (with all the junk fees which have been popping up of late) for just sorry treatment. If I were a business traveler (say out of ILM) with options, I would be excercusing those options now.
 

CA1900

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Did they use the term "Thugs on Tugs" on the PA? That might be the issue...
 
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