jetcareers - View Single Post - Airline

flyover · August 31st, 2004, 16:02

[ QUOTE ]
My questions:

(a) Did he contact the airline prior to writing the article?
(b) Is this his first flight cancellation?
(c) Considering DCA has a substantial USAir operation, did the author try another gate agent/supervisors, or just stand in line miffed with a stenographers pad jotting down details?
(d) Did he try the reservations line or booking agent?

Granted, the author most likely got a raw deal and the situation was largely mishandled, it seems, by USAir, but take a charge of the situation and use the available resources.

[/ QUOTE ]

Agree with the points about society in general. But I find that this bleeds over into customer service. When you take a customer service job you are taking primary responsibility for your customer's satisfaction. How many customer service people do you run into who do that? It's so rare it is really starting to drive me a little nuts. (OK, I heard that).

I mean I rarely have a day go by that I don't get to listen into the personal phone conversation of someone who supposedly is "helping me". A problem is as likely to get a dull stare as helpful action.

So in the case of a delayed flight it is the customer service reps job and responsiblity to communicate with the customers and make sure they know their options and what they can do and what the airline can do. It's not their job to sit there with their t****s up their a*s while the savvy frequent fliers figure out how to end run the whole situation.

August 31st, 2004, 16:02	#51
flyover Old Skool Join Date: Mar 2004 Location: Georgia Posts: 3,389	Re: Airline - Quality service and ticket prices [ QUOTE ] My questions: (a) Did he contact the airline prior to writing the article? (b) Is this his first flight cancellation? (c) Considering DCA has a substantial USAir operation, did the author try another gate agent/supervisors, or just stand in line miffed with a stenographers pad jotting down details? (d) Did he try the reservations line or booking agent? Granted, the author most likely got a raw deal and the situation was largely mishandled, it seems, by USAir, but take a charge of the situation and use the available resources. [/ QUOTE ] Agree with the points about society in general. But I find that this bleeds over into customer service. When you take a customer service job you are taking primary responsibility for your customer's satisfaction. How many customer service people do you run into who do that? It's so rare it is really starting to drive me a little nuts. (OK, I heard that). I mean I rarely have a day go by that I don't get to listen into the personal phone conversation of someone who supposedly is "helping me". A problem is as likely to get a dull stare as helpful action. So in the case of a delayed flight it is the customer service reps job and responsiblity to communicate with the customers and make sure they know their options and what they can do and what the airline can do. It's not their job to sit there with their t***s up their as while the savvy frequent fliers figure out how to end run the whole situation.