Bad day ... and it doesn't sound as if TSA can be blamed.
http://www.post-gazette.com/pg/04167/331962.stm
http://www.post-gazette.com/pg/04167/331962.stm
Bad Day At Pit
- Thread starter Rob
- Start date
Finish or Ignore
Senior
- Aug 30, 2002
- 342
- 1
She blamed Sunday's problems on an "unusually high number of customers" bringing multiple pieces of luggage with them to be checked.
The bad customers are just going to have to learn that it takes more time for the agents when they are forcing people to the kiosk for their instructional experience.
The bad customers are just going to have to learn that it takes more time for the agents when they are forcing people to the kiosk for their instructional experience.
Isn't this a sad reflection of our society? One's first reaction to a company blaming its customers for showing up may be to throw their arms up in total frustration and disbelief. But when the time is taken to reflect on how people in the United States today refuse to accept responsibility when due, it is clear that this statement only points to the uncountable number of like instances that take place daily in both the public and private arenas.
In addition to placing the blame on customers, she asserts that they are lying.
Does anyone know who would have authorized these comments? Do they come from someone at PIT or Crystal City? I heard on TV last night that a CSR would be calling each and every customer to personally apologize for what happened. How does that square with these comments?
I was always taught, in a supervisor-employee relationship, that accountability always rests on the supervisor. I think that the apology that needs to be made is a personal one from management (the top) to the employees for creating a staffing model that would allow this to happen. And then they need to figure out how to do it correctly.
jm
EyeInTheSky
Veteran
Two and four hour waits on a good weather day are completely unacceptable. I think the extra bag excuse is just lame. Clearly, the passengers and the employees were victims of poor planning. Who dropped the ball? Management...again.
Typical!!!! Blame it on the customer!!!! What was it BBB was quoted some time back about how U did not necessarily want the vacation traveler but rather the business traveler where the ticket prices would be higher? What has happen to the slogan "the customer is always right?, I guess that is not the case with U.
Another PR blunder by U!!!! I am sure glad PIT has little O&D traffic or it may have gotten ugly!!!
Another PR blunder by U!!!! I am sure glad PIT has little O&D traffic or it may have gotten ugly!!!
She said the large volume of bags caused check-in procedures at airline electronic kiosks to balloon from 30 to 40 seconds to four to five minutes, causing lines to back up.
I heard Management put all the Kiosks on a Disciplinary Level for POOR PERFORMANCE.
I heard Management put all the Kiosks on a Disciplinary Level for POOR PERFORMANCE.
local 12 proud
Veteran
- Mar 5, 2004
- 4,265
- 4
sounds like southwest may have gained some more new customers!!! OH let me guess.....it's all labors fault again! <_<
MarkMyWords
Veteran
- Aug 20, 2002
- 1,900
- 1
How fricken pathetic! Uncle Al needs to go! Staffing issues (which they deny) are set by Uncle Al and he has outlived his usefullness. Nothing like another daily dose of US Airways bashing in the news (a daily event) ..... difference is......this is warranted. While we are cleaning house.....get rid of Amy and Dave in Consumer Affairs. Their piss poor reactions to extreme customer inconvenience is inexcusable. :angry: :angry: :angry: Why even bother.....why don't we just issue FIMS to everyone that buys a ticket in PIT and give them to OA right from the get go? :down:
jimntx
Veteran
Seems to me that the only way the employees can atone for this is to take a pay cut to pay for more kiosks. It will be best for them if they don't wait for the company to ask. They should volunteer for this pay cut.local 12 proud said:
Instead of turning this into a bash-management thread (don't we have enough of those), could someone explain:
1) Why checking in at a kiosk with luggage takes ten times as long as checking in without luggage
2) What can be done (besides the obvious throw-out-the-kiosks-and-hire-more-people one) to fix that?
1) Why checking in at a kiosk with luggage takes ten times as long as checking in without luggage
2) What can be done (besides the obvious throw-out-the-kiosks-and-hire-more-people one) to fix that?
mweiss:mweiss said:
I think some management criticism may be in order. Management sells the tickets... They should have known about the number of passengers coming to the airport and had proper staffing and technology in place to deal with the influx of people.
If management cannot do this, they should not sell so many tickets.
While, I am not trying to "bash", management clearly screwed up here, and service suffered. Employees on this BB seem to keep saying, "I want to take care of my customers, but my hands keep getting tied." Management really needs to wake up and here this. Because if they don't, all the kiosks and transformation plans won't matter, when people simply take their business elsewhere...
Look at Eastern Airlines... At the very end, when Martin Shrugrue (pardon my spelling...) had EAL flying (I believe with picket-line crossers), with dirt cheap fares, and a great advertizing campaign ("100 Days"), people simply continued to avoid buying the product because the company was not stable.
Every management blunder like this at US Airways, contributes a little more to the appearance that this company is about to fall apart. Certainly, at the least, many of the folks who were part of this mess may reconsider their options when booking their Thanksgiving travel plan in the next few months... Especially after they hear that the problem was that they bought tickets and the airline could not handle it.
Yes, somebody should answer your questions, and fix the problems... But somebody should also be held accountable for the mistake that was made and the potential impact it will have on this company.
