Yet again, another post about bad customer service. My husband wrote this letter after the flight but ended up not sending it. Instead he called the CEO of Republic and dialed by name. He actually answered and after two seconds, conferenced in his VP of Customer Service and told him to solve the problem and they give him a free roundtrip for his troubles.
LETTER:
"I boarded the flight on time and according to the zone I was assigned. I could not find bin space for my carry-on, which is size compliant and fits in every overhead compartment I encounter in my 100k miles of travel annually. I turned around in the aisle and headed back to the front of the aircraft where I calmly explained my dilemma to the flight attendant in the forward cabin. The name on her US Air ID card was Tara. I asked Tara for a gate check. Tara abruptly told me "I cannot do that on this aircraft." There was no polite couching like "I am sorry sir, but we cannot arrange the gate checks on this flight, but I can help you some other way..." I asked for an alternate option and the only one offered was a bag check all the way through to New Orleans, my final destination. I accepted this solution, gave Tara my bag, and returned to my seat 5D.
Tara asked for my name after taking my bag. She confirmed my final destination as New Orleans and walked out the door of the aircraft and into the jet way. Within 3-4 minutes Tara returned with my bag and told me "I don't trust the people in Philadelphia with your bag." I was now given my bag back and told that there was, in fact, bin space for it. I calmly explained that I thought otherwise, but was given no other options. I then walked back to the extreme rear area of the aircraft looking for this bin space I was told existed.
When I arrived in the rear area of the aircraft I saw a 2x2 foot area in one bin. I was glad to see it was a possible area for my bag. I began trying to fit the back into the space. It did not fit, although I had only tried for 30 seconds max, and I was then approached by a second flight attendant who was very unprofessional and shoved a white plastic bag at me and nearly yelled "Consolidate your bag!" This person, whose name I didn't have the chance to learn due to her ID not being worn!!, then proceeded to stand there with her hands on her hips audibly complaining about me and how I was going to cause a delay that the crew would take the heat for. Other passengers were clearly uncomfortable by the stress this was creating. I sensed the tension and tried to use a sense of humor in defusing the situation. "If you could give me a hand with consolidating my bag, we might get done quicker because I am not a good packer, ha ha."
Her response was furious! She shouted the following in one of the sharpest tones of voice I have ever encountered. I quote her following tirade to me... "I am not here to help you with your bag! I am 4 months pregnant and I can't lift your bag for you! I deal with 80 something passengers a day and can't help them with their bags!" At this point I was completely humiliated and concerned this would escalate, so I asked her to calm down, finished moving items into the plastic bag she had shoved at me earlier, and returned to my seat.
The rear area flight attendant then proceeded to stomp her feet so loudly it caused others to comment on her sprint to the pilots cockpit area. After a minute or two complaining to the pilots about me, she stomped back down the aisle and stopped at my seat. She violently tapped her fingernails on my overhead bin and shouted to Tara, "This one right here! 5D!" She stormed back to the rear area and was mumbling complaining all the way back there at one point yelling "If I don't like it I can take my bag and get on the next flight!"
As we taxied down the runway, Tara approached me to tell me that they "Almost removed me from the plane." Tara told me this in a volume that allowed the passengers around me to sort of chuckle and comment. At this point I feel so humiliated, so embarrassed and so "criminal" I cannot explain it with words. I fly all over the planet, multiple times weekly and encounter, on balance, good service by the professionals at the major airlines. I have never been treated in the manner I was treated by these two individuals and have made a decision now to avoid your airline at all costs.
To add insult to injury I was given 866-523-5333 to call and voice my complaint by a manager at the gate where I made a connection. Upon calling that number I was told by a recording that no one was available to help me. I was instructed to go online and fill out this form!
US ranks dead last in customer service in the industry. Now I know why.
Respectfully,
Scott J. Dalton"
I vow to my readers to post positive customer experiences too! One positive for every negative. I owe you two!
Showing posts with label bad customer service. Show all posts
Showing posts with label bad customer service. Show all posts
Tuesday, February 26, 2008
Sunday, February 17, 2008
Ripped about Rips on the Lake
Yesterday we had family come into town. Since it was a nice day my husband decided to take everyone to Rips on the Lake in Mandeville. They have an incredible view from their dining porch. However, I can't say our experience there was incredible.
This was my 3rd time there and I wasn't crazy about going back this time but hubby wanted to go there. The first time, the experience was ok, but we went as a group of 8 women who didn't know each other and had to split the bill. They wouldn't bill us individually. Kind of a pain since some just had apps, others had entrees, some had water, others had cocktails.
The second time, was ok too, but I was not crazy about the menu choices and the food I ordered was just ok. Same as the first time I was there. I felt like I was paying for the view more than the food. For the price, I was not impressed with the food.
Then, there was yesterday, the third time.
We arrived after picking up everyone at the airport at 1:45pm. We thought that would be a good time as the Sunday lunch rush would be over. There was no wait, but since we had a group of 6 and wanted to sit outside we had to wait for two 4 tops to open up so they could push the tables together. The lady assured us several tables were close to leaving so we told her we were happy to wait - even though we were all starving and had two little kids in tow!
The sun was out so we sat on the stairs with the kids. Started to notice tables leaving and then suddenly people seated with menus in those tables. Hmm? I wondered. Then after 30 minutes I inquired with hubby. He said he too noticed. We continued to watch as another table got up and left. We inquired with the hostess on what her game plan was for us. She said, "As soon as that table next to the empty one pays and leaves we will push the tables together and seat you." Ok. Thank you. I return to the stairs and sit down with the kids. A couple walks by and I turn around to see the hostess seat them in the empty table. I go back and inquire. "I just sat them there because the table on the other side of the couple about to leave will be leaving soon and I will push those two together instead." Now, I am getting very irritated and it is going on 45 minutes (remember, there was no wait initially!)
So hubby speak to the hostess. He tells her we have been very patient and that if she keeps seating people in every open table there will never be two open for us to sit at. So she tells him she is now waiting for the 8 top up front on the deck to leave so we can sit there. He says, "the story plan keeps changing everytime we ask." He asked to speak to the manager. He told her what was going on. She told him he just needed to be patient. He said we have been patient for 45 minutes! She turned her back to him and started to walk away while throwing her thumb up in the air pointing at the door behind her and said, "Well, leave then."
That is exactly what we did! We took our rather hefty lunch bill to Friends in Madisonville. (Apps, Entrees, Drinks all around!) Friends seated us quickly, served us nicely and we enjoyed the view from their deck instead.
This was my 3rd time there and I wasn't crazy about going back this time but hubby wanted to go there. The first time, the experience was ok, but we went as a group of 8 women who didn't know each other and had to split the bill. They wouldn't bill us individually. Kind of a pain since some just had apps, others had entrees, some had water, others had cocktails.
The second time, was ok too, but I was not crazy about the menu choices and the food I ordered was just ok. Same as the first time I was there. I felt like I was paying for the view more than the food. For the price, I was not impressed with the food.
Then, there was yesterday, the third time.
We arrived after picking up everyone at the airport at 1:45pm. We thought that would be a good time as the Sunday lunch rush would be over. There was no wait, but since we had a group of 6 and wanted to sit outside we had to wait for two 4 tops to open up so they could push the tables together. The lady assured us several tables were close to leaving so we told her we were happy to wait - even though we were all starving and had two little kids in tow!
The sun was out so we sat on the stairs with the kids. Started to notice tables leaving and then suddenly people seated with menus in those tables. Hmm? I wondered. Then after 30 minutes I inquired with hubby. He said he too noticed. We continued to watch as another table got up and left. We inquired with the hostess on what her game plan was for us. She said, "As soon as that table next to the empty one pays and leaves we will push the tables together and seat you." Ok. Thank you. I return to the stairs and sit down with the kids. A couple walks by and I turn around to see the hostess seat them in the empty table. I go back and inquire. "I just sat them there because the table on the other side of the couple about to leave will be leaving soon and I will push those two together instead." Now, I am getting very irritated and it is going on 45 minutes (remember, there was no wait initially!)
So hubby speak to the hostess. He tells her we have been very patient and that if she keeps seating people in every open table there will never be two open for us to sit at. So she tells him she is now waiting for the 8 top up front on the deck to leave so we can sit there. He says, "the story plan keeps changing everytime we ask." He asked to speak to the manager. He told her what was going on. She told him he just needed to be patient. He said we have been patient for 45 minutes! She turned her back to him and started to walk away while throwing her thumb up in the air pointing at the door behind her and said, "Well, leave then."
That is exactly what we did! We took our rather hefty lunch bill to Friends in Madisonville. (Apps, Entrees, Drinks all around!) Friends seated us quickly, served us nicely and we enjoyed the view from their deck instead.
Thursday, December 13, 2007
The Grinch is posing as Santa at Lakeside Mall
So today I took my son to see Santa at Lakeside Mall since I was over that way for another reason. Figured I would kill two birds with one trip.
When I arrive at the Santa area there is no one in line so I take a look at the picture price list. Just as I start to read it the photographer comes up and says, "Just come on over." So I take my son up to Santa she snaps a few pictures has me look at them. I find one I like.
"Do you know what package you want?" she asks.
"I think I want that wallet package . . ." and I start to walk back over to the price list.
I get there and say, "No, I want package E."
"Oh, I already hit print." She says.
"Well, I don't want the wallet package now that I've had a chance to look at the price list. " I say.
A tall balding man who had been standing there the whole time who must run the operation says, "You said you wanted the wallet package and she already printed them so you can't change."
I argue that I didn't say for sure what I wanted and that she hit print before I made a decision and now I have to live with it? (NOTE: Both the wallet package and Package E were the same price.)
"Yes, ma'am," he says and gives me this mean look as to say I better not argue with him.
So there I stand wanting this cute picture of my son with Santa for his first time and I have to take what they are giving me or just go. I pay and walk away infuriated and the photographer lady could tell. She was trying so hard to be nice to me.
I walked away ready to scream out obscentities. My face had to be so red. As soon as I walked out of the exit area I circled back around and went back in the entrance line. I stood patiently in what was now a bit of a line. The photographer was ringing someone up and saw me. She caught my eye and waved me back over. She told me she would refund my money. I said, "No, I want pictures, I just want the package I want which is the same price!" She said ok and went back to the computer to print it out for me.
In the meantime, the tall balding guy started berating me. I asked him if he had any idea what customer service was. He continued telling me how stupid I was that I couldn't understand the price list! The photographer kept telling him to shut up (literally!). She was trying to get him to just not say anything but he couldn't help himself. He told me that NO ONE has ever had a problem reading their price list and understanding it and I should have made my decision and stuck with it. I stood my ground and said that I didn't even get a chance to read the damn price list! He went on and on in front of all these people. The people in line for pictures were all watching. One lady was shaking her head. I looked at her and said, "Make sure you know which package you want and read this list before they hit print!" The photographer came back to me with my pictures and asked me not to say anything to her customers since she was making an effort to fix the situation for me. The tall balding guy said something to her that I didn't hear and she snapped back that she would pay for them out of her paycheck! I looked at her and apologized. I told her how much I appreciated her efforts and that I did not mean to cause a problem and I hoped she had a nice holiday. She apologized for the tall balding guy's behavior. (I think she knew she had made a mistake hitting print too fast and felt bad.)
As I started to walk away with my new pictures the tall balding guy reached over the counter and handed me the wallets I originally had and said since I apologized he would let me have the wallets for free. I took them out of his hand and threw them in the garbage sitting right next to the counter and walked away.
What is important to note here is that the package I ordered was 1 5x7 and 2 3.5 x5 pictures and the wallets were just 8 wallets. Both packages require the use of ONE sheet of photo paper and a little ink. Seriously, how much money is he losing to rectify the situation with a reprint? I am not stupid. If you have ever been there you know the prices they charge and know that they are making a killing!
On a merrier note, the lady at the train next to Santa is a dream! Both myself and the fellow in front of me only had a $20 bill to pay for the $1 ride. She didn't have change for even one of us. She said, "Just let the kids ride and when you get change while shopping or eating just come back and pay me!" We both promised. By the time all the kids got on she finally had change and made change for both of us while we waited for the kids to ride. A lady walked up next to me with her son and looked in her wallet and discovered she only had 75 cents. She told her son she needed to go find an ATM. I reached into my pocket pulled out a dollar and handed it to her and said, "Don't go looking for an ATM. Just take this and let him ride. Merry Christmas" She insisted I take her 75 cents and thanked me. The train lady overheard us and said, "Give her that dollar back. Just give me your 75 cents. That will do."
Merry Christmas train lady. Thanks for being so polite and changing our moods!
As for the tall balding photo guy. Well, he is a Grinch and be sure to tell him so the next time you are at Lakeside Mall!
When I arrive at the Santa area there is no one in line so I take a look at the picture price list. Just as I start to read it the photographer comes up and says, "Just come on over." So I take my son up to Santa she snaps a few pictures has me look at them. I find one I like.
"Do you know what package you want?" she asks.
"I think I want that wallet package . . ." and I start to walk back over to the price list.
I get there and say, "No, I want package E."
"Oh, I already hit print." She says.
"Well, I don't want the wallet package now that I've had a chance to look at the price list. " I say.
A tall balding man who had been standing there the whole time who must run the operation says, "You said you wanted the wallet package and she already printed them so you can't change."
I argue that I didn't say for sure what I wanted and that she hit print before I made a decision and now I have to live with it? (NOTE: Both the wallet package and Package E were the same price.)
"Yes, ma'am," he says and gives me this mean look as to say I better not argue with him.
So there I stand wanting this cute picture of my son with Santa for his first time and I have to take what they are giving me or just go. I pay and walk away infuriated and the photographer lady could tell. She was trying so hard to be nice to me.
I walked away ready to scream out obscentities. My face had to be so red. As soon as I walked out of the exit area I circled back around and went back in the entrance line. I stood patiently in what was now a bit of a line. The photographer was ringing someone up and saw me. She caught my eye and waved me back over. She told me she would refund my money. I said, "No, I want pictures, I just want the package I want which is the same price!" She said ok and went back to the computer to print it out for me.
In the meantime, the tall balding guy started berating me. I asked him if he had any idea what customer service was. He continued telling me how stupid I was that I couldn't understand the price list! The photographer kept telling him to shut up (literally!). She was trying to get him to just not say anything but he couldn't help himself. He told me that NO ONE has ever had a problem reading their price list and understanding it and I should have made my decision and stuck with it. I stood my ground and said that I didn't even get a chance to read the damn price list! He went on and on in front of all these people. The people in line for pictures were all watching. One lady was shaking her head. I looked at her and said, "Make sure you know which package you want and read this list before they hit print!" The photographer came back to me with my pictures and asked me not to say anything to her customers since she was making an effort to fix the situation for me. The tall balding guy said something to her that I didn't hear and she snapped back that she would pay for them out of her paycheck! I looked at her and apologized. I told her how much I appreciated her efforts and that I did not mean to cause a problem and I hoped she had a nice holiday. She apologized for the tall balding guy's behavior. (I think she knew she had made a mistake hitting print too fast and felt bad.)
As I started to walk away with my new pictures the tall balding guy reached over the counter and handed me the wallets I originally had and said since I apologized he would let me have the wallets for free. I took them out of his hand and threw them in the garbage sitting right next to the counter and walked away.
What is important to note here is that the package I ordered was 1 5x7 and 2 3.5 x5 pictures and the wallets were just 8 wallets. Both packages require the use of ONE sheet of photo paper and a little ink. Seriously, how much money is he losing to rectify the situation with a reprint? I am not stupid. If you have ever been there you know the prices they charge and know that they are making a killing!
On a merrier note, the lady at the train next to Santa is a dream! Both myself and the fellow in front of me only had a $20 bill to pay for the $1 ride. She didn't have change for even one of us. She said, "Just let the kids ride and when you get change while shopping or eating just come back and pay me!" We both promised. By the time all the kids got on she finally had change and made change for both of us while we waited for the kids to ride. A lady walked up next to me with her son and looked in her wallet and discovered she only had 75 cents. She told her son she needed to go find an ATM. I reached into my pocket pulled out a dollar and handed it to her and said, "Don't go looking for an ATM. Just take this and let him ride. Merry Christmas" She insisted I take her 75 cents and thanked me. The train lady overheard us and said, "Give her that dollar back. Just give me your 75 cents. That will do."
Merry Christmas train lady. Thanks for being so polite and changing our moods!
As for the tall balding photo guy. Well, he is a Grinch and be sure to tell him so the next time you are at Lakeside Mall!
Thursday, September 6, 2007
Heads Up AirTran!
Okay. So I decided to try AirTran for the first time. I had a 5 HOUR layover in Altanta on my way home from Florida. Anxious to get home I immediately stopped at the ticket counter when I exited the plane to see if there was an early flight I could jump on. The lady checked and said, "Yes, there is a 1:10pm but I don't know if you will make it." I asked why not? She said, "You must alert them 1 hour in advance so they can pull your luggage in time." So I asked her what time it was. 12:05pm exactly. She told me I needed to go the next terminal over and check in with the lady at the gate. I don't know if you have ever been to the Atlanta airport, but getting from one terminal to the other is a hike! So I hoofed it as fast as possible. I was walking faster than the people who were walking on the people movers! I got to the desk and inquired. She said I was too late. I asked the time. 1:13pm. 3 minutes late!
I asked if they could make an exception since I was only 3 minutes late.She told me to walk down to customer service. It was just down a few gates so I did. The lady there told me the same.I inquired about the strict rule. She explained it was for security reasons. They can't allow my luggage to travel on an airplane without me. So they wouldn't have time to pull it in order to make the flight I was wanting to change to. Therefore, it would not get to New Orleans with me.
So I sigh in defeat and wait 5 hours for my original flight home.
Here is where it gets good . . .
I am standing in baggage claim after arriving in New Orleans waiting with everyone else from my flight when over the PA system I hear them paging me and telling me to come to the luggage office. Guess what? They sent my bag on the 1:10pm flight - WITHOUT ME! When I inquired why? The guy said it must have been a mistake.
So I could of taken the damn earlier flight - my luggage did anyway! So much for rules!
I asked if they could make an exception since I was only 3 minutes late.She told me to walk down to customer service. It was just down a few gates so I did. The lady there told me the same.I inquired about the strict rule. She explained it was for security reasons. They can't allow my luggage to travel on an airplane without me. So they wouldn't have time to pull it in order to make the flight I was wanting to change to. Therefore, it would not get to New Orleans with me.
So I sigh in defeat and wait 5 hours for my original flight home.
Here is where it gets good . . .
I am standing in baggage claim after arriving in New Orleans waiting with everyone else from my flight when over the PA system I hear them paging me and telling me to come to the luggage office. Guess what? They sent my bag on the 1:10pm flight - WITHOUT ME! When I inquired why? The guy said it must have been a mistake.
So I could of taken the damn earlier flight - my luggage did anyway! So much for rules!
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