I was going to start a new thread on this, but since this is back at the top, I think its a good place to put it since they go hand in hand.
Managers (Without a Clue) On the Warpath- Coming to a city near you!
You knew it was bound to happen. That little spot on the wall plastered with memos now has the "waived bag fees" chart with all of our names highlighted and how much we've "given away" in excess waivers. Manager was furious since his boss got on him since we were on the "10 Worst Station List" for waivers. He passed it on to a Shift Manager who passed it on to a PSS to post. Now, we all know that we are not waiving tons of things like we're being accused of. ITS THE SYSTEM WE HAVE TO WORK WITH that is causing many of the "waivers". The manager asked the sup the other day why we were waiving so much. The sup advised we werent that it was computer issues. The managers reply was just delete the extra bagtags then when you dont need them and its an error. Um, hello, anyone (without a clue) raise your hand.
He had no clue that once you get to the popup mask you either Collect the money or Waive the Charge to escape
before you can go in and void the bagtag. He also had a fit about all the "wheelchair and personal assist devices" we were waiving. I know we have lots of elderly here, but they cant all be checking their wheelchairs. (This is the code that you have to use for carseats/strollers, etc if you dont do it at initial checkin). How about all those bagtag errors? No one in management can CHECK THE PNRS themselves to see where the tags were deleted AFTER you have to "waive" something to escape from the mask? No, they're much too busy and besides its just easier to accuse the agents of not doing their job. Previously collected waivers with the- Excess Bag Charge Collected $25- in the line above the waiver? How about the record that showed 5 bags checked (2 waived at $50), yet the history
only shows 3 bag tag numbers total. Cant find the other 2 bag tag numbers. Not showing checked or deleted in history. My favorite that I've found was a customer going to Europe- checked in 2 bags and computer checked just to MUC (agent forgot to delete), checked 2 to HAM, now he's waived 2 bags. Checked in someone else in their party got 2 more bags, but the computer now showed they waived 4 additional bags. The total was 10 bags checked, but it showed they waived 28 additional bag charges totaling over $2000. This was from just 1 customer transaction! What about the Chairman (3 bags allowed), his wife and daughter booked in O (4 bags allowed) all booked in the same record that checked in 4 bags and I got a 2 excess mask popup? They could check 7 bags total without a charge and instead I got hit with a waiver of 2 bags. Rubbish, absolute rubbish I tell you. :mf_boff:
No, its much easier to give the agents a system that is not the most user friendly and then get on their *ss3$ when they "waive" something instead of having a system that doesnt jam or quit on a regular basis causing additional tags to be requested. I know many times the agent should delete tags before asking for more, but many times we arent aware that tags had been requested (kiosk checkin failure, skycaps, etc), yet we get the ding for the "waiver".
Also, on a positive note (sarcasm), we couldnt get anyone to tell us how much we HAD BEEN COLLECTING on a regular basis (they can only tell negatives or waivers?) so we started adding up (unofficial) ACO totals each night and posting the numbers on the fridge so we could see how we were doing. No one in management had a clue we were doing this (how did you get that info?
) and was surprised we were keeping track. I think that the attaboy posted on last months report was from a PSS who was embarrased. Heaven knows it would take a miracle for certain others to say good job!
PS- We're taking the advice we've been given so often and finding "workarounds" for the new system like we've been instructed to do.
😛h34r: Subsequently our "waivers" should be decreasing rapidly!
