US1YFARE
Veteran
- Mar 31, 2004
- 3,932
- 54
OK, first, that reply was to a certain poster's comments that customers only wah wah wah. I understand the gate situation. But there are times that your connecting flight is running late because of US. There are times that when going through security, especially in BOS, where it can take a long time to get through and you get there a little later than anticipated. I have had experiences in BOS where it has taken almost 45 minutes to get through security. Some of these people blame EVERYTHING on the customer. Many assume just because the customer arrived at the gate late it is the CUSTOMER's fault. They need to get a life and stop treating the customer as the enemy.
My reference to the reserves is that a lot of the younger people working for the airline understand the importance of keeping a customer. Customers = jobs. They like their jobs--cripe they wouldn't be there if they didn't. Most of them can barely make their minimum hours and they have to put up with some of these bitter senior mommas who don't think reserves deserve to pick up trips. The good news is that a lot of bitter senior mommas will stop working the A position because of the improvements made to first class service--too much work. Just overheard a senior momma tell a reserve that she was in the back working on her lines while the reserve was working her butt off in a full A321 FC cabin. The reserve doesn't hold a block so she can't do that...it was a mean, thoughtless, and offensive comment for that FA to make. She had a full flight in the back too--get off your butt and do a drink service or help out your fellow employee. But, no, she had the attitude that she has worked too long and too hard over all these years and that her time has come to sit her butt down and relax. Her only questions to the Reserve were (1) where is the leftover cheesecake and (2) where is the snack basket. That is BS. There are lot of people who want to work and those are the people that I want to see on my flights.
Giving good customer service does not equate to being a pawn for the company. Giving good customer service does not equate to being a weak individual. Giving good customer service is part of your job as an airline employee and shows that you have pride in what you do even though you are not given the tools to do that job most of the time. US's FA's are the best in the industry--it's time these bitter people find a new pasture to graze in.
If some of you had read the original poster's post more carefully, you would see that he said that a customer was REMOVED from a flight (the now disembarked son). But, instead, you assumed the customer goofed by not getting to the gate in time and lashed out at the customer.
Paying customers should always get the seat, particularly if the push back of the flight is not going to be delayed. Some of you need to realize that losing $40K a year from one passenger is going to be very difficult to make up--particularly if the pax should be on that plane and a hasty gate agent bumped the paying pax. I'm not saying that you need to concede to all demands, but when it is reasonable you need to respond to a customer's situation.
I take no crap from gate agents. I don't overstep my bounds at the gate or on the plane and I will not tolerate someone being rude to me. There has been some improvement in PHL, but there is still no comparison to the great HP gate agents I have come across in other cities.
Note to PHL gate agents: (1) smile every now and then, it goes a long way; (2) listen to the question that the customer is asking instead of answering a question that you think they are asking; and(3) if you don't like the customers, quit
My reference to the reserves is that a lot of the younger people working for the airline understand the importance of keeping a customer. Customers = jobs. They like their jobs--cripe they wouldn't be there if they didn't. Most of them can barely make their minimum hours and they have to put up with some of these bitter senior mommas who don't think reserves deserve to pick up trips. The good news is that a lot of bitter senior mommas will stop working the A position because of the improvements made to first class service--too much work. Just overheard a senior momma tell a reserve that she was in the back working on her lines while the reserve was working her butt off in a full A321 FC cabin. The reserve doesn't hold a block so she can't do that...it was a mean, thoughtless, and offensive comment for that FA to make. She had a full flight in the back too--get off your butt and do a drink service or help out your fellow employee. But, no, she had the attitude that she has worked too long and too hard over all these years and that her time has come to sit her butt down and relax. Her only questions to the Reserve were (1) where is the leftover cheesecake and (2) where is the snack basket. That is BS. There are lot of people who want to work and those are the people that I want to see on my flights.
Giving good customer service does not equate to being a pawn for the company. Giving good customer service does not equate to being a weak individual. Giving good customer service is part of your job as an airline employee and shows that you have pride in what you do even though you are not given the tools to do that job most of the time. US's FA's are the best in the industry--it's time these bitter people find a new pasture to graze in.
If some of you had read the original poster's post more carefully, you would see that he said that a customer was REMOVED from a flight (the now disembarked son). But, instead, you assumed the customer goofed by not getting to the gate in time and lashed out at the customer.
Paying customers should always get the seat, particularly if the push back of the flight is not going to be delayed. Some of you need to realize that losing $40K a year from one passenger is going to be very difficult to make up--particularly if the pax should be on that plane and a hasty gate agent bumped the paying pax. I'm not saying that you need to concede to all demands, but when it is reasonable you need to respond to a customer's situation.
I take no crap from gate agents. I don't overstep my bounds at the gate or on the plane and I will not tolerate someone being rude to me. There has been some improvement in PHL, but there is still no comparison to the great HP gate agents I have come across in other cities.
Note to PHL gate agents: (1) smile every now and then, it goes a long way; (2) listen to the question that the customer is asking instead of answering a question that you think they are asking; and(3) if you don't like the customers, quit