Republic/US AIR bad customer service

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!

Jesus is the president

STORY ONE:
"Hey Mommy! Do you know who is on the one dollar bill?"
"Who?"
"George Washington, our first president."
"That's right! Do you know who our president is now?"
"Well, what happened to George Washington?"
"Oh honey, he died a long time ago. So, do you know who is president now?"
"Yeah!"
"Who?"
"Jesus!"


STORY TWO:
Setup: While shopping at Target my daughter spotted a very trendy sequined (sparkly) tank top. She told me that is what you wear if you are a star.

"Mommy, the TV has this thing called quit trim."
"Huh?"
"Quit trim. You go there and lose weight."
"Oh. You mean Quick Trim."
"Yeah, you could go there and lose weight."
"Do you think I need to lose weight?"
"Only if you want to wear that sparkly tank top at Target and look like a star."

My regular readers, are you seeing a trend here? My daughter is more obsessed with my weight than I am!

Northshore Recycling

I received the following in an email from a friend. I thought it was important enough to post here for any northshore readers.

Date: Fri, 15 Feb 2008 12:53:01 -0800
From: phoenix.recycling.ns@gmail.com
Subject: Northshore Recycling Program

You have gotten this email because you have expressed interest in recycling service on the Northshore. If you know anyone who may be interested, please forward this email to them and have them send us their info so we can start to evaluate routes. Rest assured, we will not share your info in any way with anyone else.

We have set up this email account so we can better monitor interest and start to develop routes. We took a similar approach in New Orleans and had enough response in 6 weeks to start offering service; we anticipate a similar response in St Tammany.

I'd like to thank all who came out on the 17th. We did not make it easy by changing venues, but it was necessary, due to the meeting outgrowing the room at Capital One. It was that or cancel and we felt like moving the meeting was preferrable. There were a lot of great points raised and we appreciate the opportunity to hear what is needed to cover as much of the Northshore as possible. There is a lot of ground to cover, but I think we can start to offer something soon.

I'll pass along any pertinent info and you do the same.

Thanks,
David McDonough
www.PhoenixRecyclingNOLA.com

And Death Do Us Part

My very last post last night at 11:49pm was titled Marriage Proposals.

5:15am - My mom's cellphone rings. I get that pit in the stomach and run to answer it since she couldn't hear it. I miss the call and check the number. 252 area code. Don't recognize it. Figure it is wrong number and go back to bed.

5:30am - My home phone rings. I know something is up now. I run to get it and catch it just as the answering machine picks up. It is my uncle from Virginia. He has called to tell us that my Grandma passed in her sleep last night.

Even though you know the day will come it still choked me up to hear it.

She would have been 93 in August.

Sun worshipper

Marriage Proposals

My girl has 10 boys and 4 girls in her class. So her birthday party was mostly boys. I had one mom tell me when rsvping for the party that her son always says he is going to marry my girl so they wouldn't miss her party!

At the party another mom told me her son says he too is going to marry my girl.

The teacher at school told me yet another boy confessed his love for my girl to her. And he actually said, "I love (my girl)! I really love her."

I told another mom from the class the story today and she laughed and said,"Those boys better get in line because her son was already set to marry my girl. And he has first dibs because they have been together the longest." This is true.

So at bedtime today my girl asks me how she can stop herself from growing up. I asked why. She said because J.S from school wants to marry me and I keep telling him I don't want to. "Mommy, I don't want to grow up and get married. I just want to be with you." Sniffle. Sniffle. (from me of course)

What's in your favorites? Part 2

I recently wrote a post called "What's in your favorites?". It was a sneak peek into my hefty treasury of favorite links. I promised you more so here ya have it!

Jacquie Lawson Cards
My aunt and uncle always send these incredible animated cards from this site. I finally decided to check out the cost and I couldn't believe annual membership was only $10! Real cards aren't cheap and neither are stamps (they are raising the price on those again soon - in case you didn't know) so this may be my new route for card sending. Plus, it saves a tree and we know society is pushing us to be more "GREEN!". Most importantly, I think these cards are better than the paper version.

Divine Caroline
This is a site for those who love to write and those who love to read people who love to write. All kinds of topics. Geared toward women. Nice site. Great articles. If you love to blog or read blogs you will love this site too. Not just for professionals!

Pottery Barn Baby Photo Contest
This is an ongoing contest. I always submitted my kids but they never were chosen, but it is cute to see who is. Submit your 18 month or younger today! If chosen, they have a little feature pic in one of the catalogs.

MouseSavers.com
I've been told this is the go to site when planning a trip to disney. I have yet to go but once when we were considering it I started reading this encyclopedia of info on Disney and got so overwhelmed, but learned a lot.

Courtney Zeller's Cakes
If you live in the New Orleans area this lady makes AWESOME birthday cakes and the actual taste of the cake is delicious too! Affordable!

Well, that's all for now folks. Feel free to leave comments with some favs from your own favorites!

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.