Service Issues and Thoughts

I am often confronted with issues of service, either in my travels or my job. When it comes to a lack of service, I never understand the personal motivation to make something difficult for another person. If you are the person with answers, you should help the person who needs the answers, right? Well, I guess not always…

People who are in a position to provide service to you, whether it is as the gatekeeper (also known as the “no” person) or as the person in charge (also known as the “yes” person) should, in my opinion, endeavor to put themselves in your shoes. For example, I work with information technology departments in my job, and when I started out it took me a while to realize there were certain “hurdles” that most of them made you go through to be “worthy” of their time. More like a maze to be traveled, I quickly found out what questions to ask to get the answers I needed to find my way around those who are standing squarely in my way. What makes me laugh, is when a person believes that by being belligerent, they will either stop the process (which has been approved already at a level higher than they are) or slow it down (which is not desirable). If they slow it down, they will just have to deal with me for a longer period of time instead of getting me over with. I just find that so silly, how sometimes people believe their importance outweighs that of the common good, ie getting the project done on time and on budget. Much the same way that I am amused by people who think they are so important that they must talk on their cell phones until the flight attendant reminds them several times to turn it off, and a that point they just place it in their pocket and don’t turn it off. Thanks to those of you that do that, because your personal needs definitely should come before those of the rest of the plane. (HEHE)

Speaking of Airlines, I was flying home on my favorite airline (NOT!), American Airlines and trying to go standby to get home earlier. (I was going home because my hubby's grandpa died and I needed to let him go to the funeral) What it came down to, was a flight that left 1.5 hrs before mine was scheduled (9:15pm vs. 10:30pm) had filled the economy class but had 6 seats open in first class. The AA supervisor at the station said they would not upgrade people to allow the rest of the standby's who are waiting (there were 4 of us) to have a seat home. WOW! What a waste, I thought. They could have upgraded some soldiers who I know were on the plane to 1st class and I would have gladly taken an economy class seat! But, this person thought it better to deny us a seat (some of the people waited all day because of a missed flight) and "coveted" first class on a 30 minute flight. Once again, AA never fails to disappoint.

But enough of my soap box. Last week after receiving a very rude email and returning the email with a “Thanks for the comments”, I got back an email stating “It was my pleasure.” To which I kindly did not respond, although I will tell you that I wanted to say “And someday, it will be my pleasure to repay in kind the favor you have given me.” (Meaning, well, revenge!) My point is this – never think the world is so big that you will not need someone’s help sooner or later, and you action or inaction will temper their response. Karma, I believe that’s what Earl calls it!

Customer Service Thoughts on American Airlines

I am sure AA earned it's reputation as an airline with poor customer service one person at a time, and they have certainly never missed an opportunity with me. Since I travel a lot (like 3-4 days a week, 4-6 flights a week), I have a lot of chances to experience how good or bad service could be. Granted, I am a business traveler, so I have different needs than when I travel with my family. But something has just been "stuck in my craw" so to speak about American Airlines ever since I started traveling about 2 years ago.
Take my travels to Mobile, AL for for example. I have been going there for the last 6 months about 1 time a month, and every time I fly they either cancel the last flight (which is at 4:30 pm anyway!) or they delay the midday flight. I have started avoiding the last flight like the plague because I don't want to get stuck in Mobile for another night (it's a nice place but when you are ready to leave, you are ready to leave). And it happened again today, 1 hr delay made me miss my connection at DFW so instead of getting home by 4 pm, I got home at 7 pm. IF this only happened occasionally, I would not have an issue. But, it doesn't seem to happen with Continental or Northwest or anyone else.
And to add insult to injury, a couple of weeks ago my husband was delayed out of Minneapolis on Northwest, and they sent him an apology letter and 1,000 bonus miles. Which is about an extra flight's worth of miles. Would American ever do that? Probably not. And, when I called to have them fix my connection, the person on the phone waited for me to ask them to change my flight instead of realizing what I called for - and she rebooked it and didn't ask me which seat or anything else, just is that all? Can I say - IS THAT ALL - is not a way to end a call - it is supposed to be "is there anything else I can do for you?" Which is a lot different.
Since I am ranting, I am going to mention another thing. They do not treat frequent flyers with any sort of respect either. I asked them if they would match my Platinum status with Continental when I realized I had to change, and they said - call our customer service line and we will work something out to make you happy... Innocent me called and was told that they charge for doing a "challenge" which is a way to get your status quicker based on doing so many flights in a certain time period - in the range of $300. They would not do anything else, and I am not going to pay for a challenge. So, why did the customer service folks say they would work it out? That was just rude. And I sent the email back to the person who responded to me with a note that I appreciated "not" them sending me on a wild goose chase. Have I heard back from them? NO, because they do not care.
So, you ask yourself, why do you fly with American? Because I have to. My company has special deals with them and I have to fly with one of about 4 airlines. My favorite airline is Continental, but that is a story for another day. Which is probably part of what makes it more irritating... They claim to be the airline for business, yet I would rarely be on time if I only flew with them. If I want to be on time, I fly Southwest.