Comments on: Working The System http://www.flightsfromhell.com/2010/02/working-the-system/?utm_source=rss&utm_medium=rss&utm_campaign=working-the-system Fly into the crazy skies with stories about airline travel Sat, 31 Jul 2010 03:34:29 -0500 http://wordpress.org/?v=abc hourly 1 By: Joey http://www.flightsfromhell.com/2010/02/working-the-system/comment-page-1/#comment-11471 Joey Sun, 11 Apr 2010 14:54:24 +0000 http://www.flightsfromhell.com/?p=3545#comment-11471 The only time I flew Frontier was that route that you planned to fly. No problems, except I had to fly a prop plane from Jackson Hole to Denver. The only time I flew Frontier was that route that you planned to fly. No problems, except I had to fly a prop plane from Jackson Hole to Denver.

]]> By: Demotage http://www.flightsfromhell.com/2010/02/working-the-system/comment-page-1/#comment-8123 Demotage Thu, 04 Feb 2010 07:07:16 +0000 http://www.flightsfromhell.com/?p=3545#comment-8123 I should probably refrain, but one thing about this story struck me funny. Now, I wasn't there, so I obviously don't know what went down, but in my experience, the only time an airline employee has lost it with a customer is when that customer was being an ass. So this OP may well believe that he was speaking to the agent in a normal tone, but then why did the agent respond as he did? I can't imagine an agent saying "no I don't have to do that" unless he was basically ordered, rather than asked, to find an alternative. In my many years of flying, the only time a ticket agent has been rude to me was when I lost it and was rude first. My experience in life, not just airlines, is that people are much more helpful when you don't treat them like your servant. Just saying. I should probably refrain, but one thing about this story struck me funny. Now, I wasn’t there, so I obviously don’t know what went down, but in my experience, the only time an airline employee has lost it with a customer is when that customer was being an ass. So this OP may well believe that he was speaking to the agent in a normal tone, but then why did the agent respond as he did? I can’t imagine an agent saying “no I don’t have to do that” unless he was basically ordered, rather than asked, to find an alternative. In my many years of flying, the only time a ticket agent has been rude to me was when I lost it and was rude first. My experience in life, not just airlines, is that people are much more helpful when you don’t treat them like your servant. Just saying.

]]> By: Demotage http://www.flightsfromhell.com/2010/02/working-the-system/comment-page-1/#comment-8111 Demotage Thu, 04 Feb 2010 03:33:51 +0000 http://www.flightsfromhell.com/?p=3545#comment-8111 Actually, unless the delay is caused by weather, little Napoleon did in fact have to put you on the next available flight. On any airline. And not just to Denver. They have to get you to your final destination as an obligation of the ticket contract. Actually, unless the delay is caused by weather, little Napoleon did in fact have to put you on the next available flight. On any airline. And not just to Denver. They have to get you to your final destination as an obligation of the ticket contract.

]]> By: Jim http://www.flightsfromhell.com/2010/02/working-the-system/comment-page-1/#comment-8104 Jim Wed, 03 Feb 2010 21:56:36 +0000 http://www.flightsfromhell.com/?p=3545#comment-8104 I am amazed at the lack of compassion that airline personnel seem to have these days. They should really receive additional training in customer service, and how to deal with tense situations, etc... So many times when there are mechanicals, inclement weather, etc... all the flying public needs is an apology and a polite explanation, and an attempt at assisting to find alternatives. If nothing else, they should PRETEND to care, and PRETEND to try to help. But, usually all we get is attitude from the airline employees. I guess they are union, and they can't be fired...so, they really do not care. They need to remember, we paid for our flights. We are the customers. We paid for the service they are to provide. As such, we should be treated as paying customers....not as an inconvenience to their day. They need to remember, that when a flight is cancelled or delayed for whatever reason...that this could mean we miss an interview, an important meeting, that could mean the difference between profit/loss/bankruptcy. On a personal level, when a flight is cancelled or delayed for a vacation, it could mean we miss our cruise, we miss our hotel reservation, we miss a day of our very precious vacation, for which we have so few. We work 50 weeks a year...so, those two free weeks of vacation are very valuable to us....so, when something happens to interrupt it...yeah it is frustrating. They need to understand this from a psychological standpoint...and, know how to handle these situations. Yes, I know their job can be thankless, frustrating...and, that we customers can be rude to them. But, we paid for their services.....and, they are being paid to service us....it is their job....so, do your job and get a better attitude. O.K. that is my tirade. In response to your post...Frontier does suck...and, they should have been more customer service friendly...and, as stated, at least PRETEND to care. But, to you...really? You plan a vacation for which the last day coincides to be the day before, your daughters first day of first grade? You do not win parent of the year for that one. If you travel at all...you know to expect hiccups...and, that you may be delayed...and, she may not make it to the first day of school. Not to mention, how exhausted your daughter may be from a day of normal travel even...to then have the stress of the first day of school...hopefully, you plan ahead better for the future...and, think of your daughter first I am amazed at the lack of compassion that airline personnel seem to have these days. They should really receive additional training in customer service, and how to deal with tense situations, etc…

So many times when there are mechanicals, inclement weather, etc… all the flying public needs is an apology and a polite explanation, and an attempt at assisting to find alternatives. If nothing else, they should PRETEND to care, and PRETEND to try to help. But, usually all we get is attitude from the airline employees. I guess they are union, and they can’t be fired…so, they really do not care.

They need to remember, we paid for our flights. We are the customers. We paid for the service they are to provide. As such, we should be treated as paying customers….not as an inconvenience to their day.

They need to remember, that when a flight is cancelled or delayed for whatever reason…that this could mean we miss an interview, an important meeting, that could mean the difference between profit/loss/bankruptcy.

On a personal level, when a flight is cancelled or delayed for a vacation, it could mean we miss our cruise, we miss our hotel reservation, we miss a day of our very precious vacation, for which we have so few. We work 50 weeks a year…so, those two free weeks of vacation are very valuable to us….so, when something happens to interrupt it…yeah it is frustrating. They need to understand this from a psychological standpoint…and, know how to handle these situations.

Yes, I know their job can be thankless, frustrating…and, that we customers can be rude to them. But, we paid for their services…..and, they are being paid to service us….it is their job….so, do your job and get a better attitude.

O.K. that is my tirade.

In response to your post…Frontier does suck…and, they should have been more customer service friendly…and, as stated, at least PRETEND to care.

But, to you…really? You plan a vacation for which the last day coincides to be the day before, your daughters first day of first grade? You do not win parent of the year for that one. If you travel at all…you know to expect hiccups…and, that you may be delayed…and, she may not make it to the first day of school. Not to mention, how exhausted your daughter may be from a day of normal travel even…to then have the stress of the first day of school…hopefully, you plan ahead better for the future…and, think of your daughter first

]]> By: DSD http://www.flightsfromhell.com/2010/02/working-the-system/comment-page-1/#comment-8101 DSD Wed, 03 Feb 2010 14:37:57 +0000 http://www.flightsfromhell.com/?p=3545#comment-8101 I love the paint schemes on Frontier's planes, but I would never book a flight on that airline. Every vacation we send my Step-son out of Denver back to Cleveland, and I have never seen as much chaos as I do at the Frontier desks. I love the paint schemes on Frontier’s planes, but I would never book a flight on that airline. Every vacation we send my Step-son out of Denver back to Cleveland, and I have never seen as much chaos as I do at the Frontier desks.

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