US Airways is at it Again-Things That make you go WTF!

[john john]

Sometimes diffusing a situation is the best thing - and if you do escalate it, you need to make sure you are going to win. Given that there is a reasonable fear among US employees that the company will stand them up, it seems all the more prudent to diffuse the situation rather than let it escalate.

Yep by video/camera

I don't think it is necessary for employees to pack cameras to defend themselves... if they were doing nothing wrong or standing by company policy, then there should have been no problem if they asked the passenger to wait while they contacted someone else - even another agent - to vouch that the agent was in the right.

And I think the passenger taking pictures is not necessary
And this how today’s world is? If you did noting wrong you have noting to worry about??? Ya right

 

[cynic]

Two-way street
Agents should go to work packing video/camera to record events to defend there self I am sure the company and passengers will not have a problem with that. Just video passengers a will and edit and cover you’re a$$ lets open that box



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Built-in microphone records sounds/voice along with video

That isn't legal in Philadelphia. You can't record video/audio of someone without their knowledge and permission in Pennsylvania.

 

[cynic]

But Americans are rude people.... it is part of the American culture and it is becoming more prevalent not less.
If you are going to be in customer service, you have to figure out how to diffuse incidents like this without blowing your fuse - even if the customer was completely wrong.

There are times when nothing will satisfy certain passengers. To be honest, I feel sorry for the agents because a lot of people use them as verbal punching bags beating on them for sport. There are a select few that even go out of their way to bait agents, just so they can try and get freebies from the company. There's no way I could do their job for any amount of money, it just isn't worth the abuse.

 

[HPearlyretiree]

There are times when nothing will satisfy certain passengers. To be honest, I feel sorry for the agents because a lot of people use them as verbal punching bags beating on them for sport. There are a select few that even go out of their way to bait agents, just so they can try and get freebies from the company. There's no way I could do their job for any amount of money, it just isn't worth the abuse.

Yep, better to take her off the plane before the plane takes off. I wouldn't let anyone take a pic of an airport badge...I wouldn't want some terrorist getting to the plane with a counterfeit version of my badge. Pax get taken off planes all the time, used to happen a lot on nite flights to LAS.

 

[SparrowHawk]

Yep, better to take her off the plane before the plane takes off. I wouldn't let anyone take a pic of an airport badge...I wouldn't want some terrorist getting to the plane with a counterfeit version of my badge. Pax get taken off planes all the time, used to happen a lot on nite flights to LAS.

First off, we're NOT "Pax", we are customers. Let's get that straight right here, right now.

That said, something smells here and I think the aroma might be from the customer. Your point regarding the potential to use the photo to create a fake version of an employee ID is not at all far fetched. I come from the printing/graphic arts/copy industry and it's easier then you might think. In fact I think you could make a case that taking pictures of anything beyond security should be prohibited by law.

OTOH, Philadelphia was my home airport and some of the folks who work in customer facing positions shouldn't. Most are some of my favorite people and I know several personally. What caused this to escalate into an incident we will likely never know for certain. I've seen incredibly petty issues turn into absolute pissing matches.

Did the employee over react? There is one key piece to the story and that is the Manager from US backed up the employee and in PHL that doesn't always happen.

 

[HPearlyretiree]

First off, we're NOT "Pax", we are customers. Let's get that straight right here, right now.

That said, something smells here and I think the aroma might be from the customer. Your point regarding the potential to use the photo to create a fake version of an employee ID is not at all far fetched. I come from the printing/graphic arts/copy industry and it's easier then you might think. In fact I think you could make a case that taking pictures of anything beyond security should be prohibited by law.

OTOH, Philadelphia was my home airport and some of the folks who work in customer facing positions shouldn't. Most are some of my favorite people and I know several personally. What caused this to escalate into an incident we will likely never know for certain. I've seen incredibly petty issues turn into absolute pissing matches.

Did the employee over react? There is one key piece to the story and that is the Manager from US backed up the employee and in PHL that doesn't always happen.

People get taken off planes, its a lot cheaper and safer to do it while on the ground.


I heard you were seen creeping from plane to plane, wearing a Sherlock Holmes hat and carrying a big magnifying glass, trying to hunt down Scott Kirby, screaming "A little birdie told me.. and I am a frequent flyer... bad guys are out to kill me....PAY ATTENTION TO ME!!!"

 

[ChockJockey]

First off, we're NOT "Pax", we are customers. Let's get that straight right here, right now.

For all we know you're neither, just another anonymous screen name and avatar.

Funny how it's the FF's and business travelers that are the true "customers" while those thrifty/leisure travelers who we cart around at break-even fares or at a loss are thoughtlessly derogatized here as "kettles" and no one seems to mind...

 

[SparrowHawk]

For all we know you're neither, just another anonymous screen name and avatar.

Funny how it's the FF's and business travelers that are the true "customers" while those thrifty/leisure travelers who we cart around at break-even fares or at a loss are thoughtlessly derogatized here as "kettles" and no one seems to mind...

ANYONE who gets on a plane who doesn't work for an airline is a customer. Are some customers more valuable to a company? Sure, that why we have loyalty programs.

One of the reasons I started raising hell with airlines is not because I was a CP for years. Rather the opposite was the case. As a so called "Elite" I know the ropes and frankly get treated pretty well. My "issue" is how the non elites get treated. I've called them "Kettles" not out of disrespect, but more as a way to identify them as inexperienced leisure travelers. My point was and remains is that ALL customers should be treated fairly and with respect.

Oh sure you get elites who try to bully and throw their weight around and just like some of the PHL agents who are on a power trip they are in the minority. I don't like the way the network carriers in general treat non elites. I'm pretty content even with US in terms of the level of a$$ Kissing I've gotten as a CP over the years. IMO, Leisure travelers get screwed far to often. I remain unrepentant and unconvinced to the contrary in my belief that good service is good business.

 

[SparrowHawk]

People get taken off planes, its a lot cheaper and safer to do it while on the ground.


I heard you were seen creeping from plane to plane, wearing a Sherlock Holmes hat and carrying a big magnifying glass, trying to hunt down Scott Kirby, screaming "A little birdie told me.. and I am a frequent flyer... bad guys are out to kill me....PAY ATTENTION TO ME!!!"

I do agree that it's easier to take them off on the ground before they start their journey.

The second paragraph I find amusing and sad. Seems you and Jock Chokey have decided to engage in insults, innuendo & attempted character assassination in order to discredit the messenger. I suspect this is an attempt to get me to lose my temper and end up in the cornfield. That won't work fellas. So give it a rest already.

Since you seem fixated on Mr Kirby, I put it out there and no one was able to confirm the rumors in any meaningful way. This means one of two things happened.

1. Nothing, it was all a big misunderstanding as Parker essentially stated.
2. It did happen & US was successful in sweeping it under the rug.

Doesn't really matter now as there is no smoking gun. Actually it's kind of like the Casey Anthony trial. A lot of people have opinions as to what happened, however the prosecution was unable to prove their case. Same for me! I presented what I had and beyond that I had no real proof so I lost. For me the case is closed. Obviously you feel otherwise. Oh well, I lost, next case.

 

[ChockJockey]

I've called them "Kettles" not out of disrespect, but more as a way to identify them as inexperienced leisure travelers. My point was and remains is that ALL customers should be treated fairly and with respect.

Okay so "pax", which is short for "passenger" is unacceptable but "kettle" is a virtuous moniker based on selfless chivalric reverence of inexperienced leisure travelers. Got it.

 

[SparrowHawk]

Okay so "pax", which is short for "passenger" is unacceptable but "kettle" is a virtuous moniker based on selfless chivalric reverence of inexperienced leisure travelers. Got it.

The first one (Pax) is insulting and dehumanizing to those who pay your salary.

"Kettles" is a stereotype that serves as a deeper descriptor. just like, "Oh, he's a Silver". Those of us who have lost Elite status say, "I'm Dirt Preferred" All of these descriptors refer to the type of CUSTOMER we are.

 

[john john]

then there should have been no problem if they asked the passenger to wait while they contacted someone else - even another agent - to vouch that the agent was in the right.

And this is exactly what happen the passenger was ask to wait to have the situation looked into
http://www.dictionarygeek.com/?url=http://www.wordnik.com/words/&word=passenger%20

 

[wings396]

As most here know the employee name tags no longer show a last name, and there are good reasons behind it. On the other hand, our SIDA badges do, and I would have an issue with some passenger taking a shot of my ID containing my full name along with a picture. While I can agree that your SIDA badge be visible if you are on the ramp, I see no logical reason for it to be on display if you are working the ticket counter which is outside of the secure area anyway. If you are working the gate, keep it under wraps unless you need to go onboard the A/C, or to the ramp for some reason. We as Airline employees need to protect ourselves from picture snapping whacko's for our own privacy. See an agent you like, snap a shot of their ID, and then find out all you can about them online. I personally don't care for all of this picture taking crap all over the place today. No privacy for anyone anywhere.

 

[john john]

That isn't legal in Philadelphia. You can't record video/audio of someone without their knowledge and permission in Pennsylvania.

You can’t take pictures in a public place in PA. without consent
When does a picture become a video?

 

[john john]

As most here know the employee name tags no longer show a last name,

There is a hint of one