Art at ISP
Veteran
I have noticed a definite change in the attitudes and morale of US employees during the past week. Although the service continues to be mostly good, you can just tell that your hearts aren''t in it any more. And the worst part is I really can''t blame you.
Checking in for a flight in ROC on Wed, the agent asked me why I didn''t use the kiosk. I answered that I am trying to help save his job, and he gave me a brief smile and said something like, Thanks, but I doubt it will help.
The most disappointing part was boarding a flight in PHL Saturday night. I was about the 4th or 5th 1st class passenger in line to board, the agent saw Chairman''s on the boarding pass gave me a glare like I was the enemy or something and selected me for gate rape. There was nothing random about it--she looked me in the eye with total disdain, and sent me to the table. (I later found out there were almost no other US1''s on this flight). I had also overheard a conversation between agents before boarding as they pulled names up on the computer (I saw mine listed alone but don''t know if that''s how I was selected or not). Their tone was as if the battle had already been lost and was quite disheartening. They were fed up with all the oversales and cancellations and I could tell they were not happy about dealing with customers on this flight. Well I just rolled with the punches and dealt with it--and then listened to the flight attendants talking about careers in health care during the flight (THEIR service was still outstanding despite the flight being 2 hours late).
Bear in mind this is not a complaint, merely an observation. I know that the situation will likely get worse before (or if) it gets better, but please--don''t let it show so easily-it certainly won''t help the situation.
As always, I thank you all for your dedication and for the excellent service I continue to receive (most of the time). I hope I can continue to be a loyal customer for a long time to come.
Best wishes to you all.
Checking in for a flight in ROC on Wed, the agent asked me why I didn''t use the kiosk. I answered that I am trying to help save his job, and he gave me a brief smile and said something like, Thanks, but I doubt it will help.
The most disappointing part was boarding a flight in PHL Saturday night. I was about the 4th or 5th 1st class passenger in line to board, the agent saw Chairman''s on the boarding pass gave me a glare like I was the enemy or something and selected me for gate rape. There was nothing random about it--she looked me in the eye with total disdain, and sent me to the table. (I later found out there were almost no other US1''s on this flight). I had also overheard a conversation between agents before boarding as they pulled names up on the computer (I saw mine listed alone but don''t know if that''s how I was selected or not). Their tone was as if the battle had already been lost and was quite disheartening. They were fed up with all the oversales and cancellations and I could tell they were not happy about dealing with customers on this flight. Well I just rolled with the punches and dealt with it--and then listened to the flight attendants talking about careers in health care during the flight (THEIR service was still outstanding despite the flight being 2 hours late).
Bear in mind this is not a complaint, merely an observation. I know that the situation will likely get worse before (or if) it gets better, but please--don''t let it show so easily-it certainly won''t help the situation.
As always, I thank you all for your dedication and for the excellent service I continue to receive (most of the time). I hope I can continue to be a loyal customer for a long time to come.
Best wishes to you all.