PlayTheOdds
Veteran
When a customer is confused about where they need to be what is the first thing they look for? Anything that says†NWAâ€. There is a problem with this line of thinking because there is very little that says NWA in the sterile area of the terminal. You have dozens of people at any given time in any given area that could help but are never approached by the customer simply because they are not wearing a NWA Uniform. All the employees wear the uniforms of their company. Prospect has their uniforms Mesaba has their uniforms and so on. I cannot go upstairs in the terminal without being approached by a customer with a question even if the customer has to walk past the people that are there to answer the questions. Today I was walking beside two Prospect employees, I am wearing my uniform with my NWA hat and horrendous orange reflective vest. The two Prospect guys are in their uniforms, long sleeve white shirts green vests with tie, hair groomed clean-shaven looking sharp. The customer never even acknowledged they were there they came straight to me with their question. I have no problems answering most questions or directing them where they should go but there are a lot of customers here that do not speak English or speak it so poorly I don't have a clue as to what they are saying. I look around for help and there are two Prospect guys looking right at us, knowing what is going on, then turn and walk off like they never saw us. This has happened a few times now. Most of the time I end up walking them to their gate and point at it and motion them to stay there. Then you have the people that stand under the monitors by the little kiosks lost in space. I have yet to figure out what the hell they are there for. They just stand in that area and talk or stargaze, they don't have a clue as to what is going on around them. Then there is what looks like an information desk by the entrance to the B&C tunnel. I have seen it manned only a handful of times. It is also located off to the side in a corner where it is really non-descript and would be difficult to find even if you were looking for it.
I think if NWA insists on having contract vendors handling duties that require direct contact with the customers they should be required to wear some type of highly visible NWA insignia. Or maybe they should have to wear blue vests with "May I Help You" printed across the back in big bold letters.
It would really be in NWA’s best interest to better serve its customers by placing an information desk in front of the “water feature†and man it with multi-lingual NWA Employees. This just might eliminate the dozen or so PA calls for LouMing PingDingDong and party to please get their arses to A-99 because they are delaying the flight or their baggage will be removed from the aircraft, reservations cancelled and a penalty will have to be paid for reservations on the next flight.
I have to ask, Do they really remove the baggage? How do you find a particular bag loaded on a 747 with four hundred people or better on board resulting in probably close to eight hundred bags on the aircraft?
I think if NWA insists on having contract vendors handling duties that require direct contact with the customers they should be required to wear some type of highly visible NWA insignia. Or maybe they should have to wear blue vests with "May I Help You" printed across the back in big bold letters.
It would really be in NWA’s best interest to better serve its customers by placing an information desk in front of the “water feature†and man it with multi-lingual NWA Employees. This just might eliminate the dozen or so PA calls for LouMing PingDingDong and party to please get their arses to A-99 because they are delaying the flight or their baggage will be removed from the aircraft, reservations cancelled and a penalty will have to be paid for reservations on the next flight.
I have to ask, Do they really remove the baggage? How do you find a particular bag loaded on a 747 with four hundred people or better on board resulting in probably close to eight hundred bags on the aircraft?
h34r:
