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Topic: I Want Your Name, Employee Number, Social Security
Username: Zippyjet
Posted 2006-03-05 02:27:13 and read 17581 times.

For my brothers and sisters in our industry: What is your airline's policy on giving personal information to passengers? With some passengers, especially our Boston ones; if they don't get their way, they demand your name, employee number etc. But the worst, is when one of us is put in the middle and they demand we give out the name of a co-worker. Personally, I give out my first name, location (gate, flight number) and that is it. Even on the occasion, when it's positive feedback, I refrain from getting too personal. Today, I had one of our Boston flights. We have up to 8 a day! This one young lady was friendly but insisted on being moved to my flight which was an hour earlier than her original one. If it is prior to flight close (30 minutes prior) and load plan is open, I can do it space permitting. I had the seats but, the flight had been closed and boarding began. She then whips out her cell phone and calls someone up in BOS who told her to insist on my full name and employee number. After 10 minutes, she finally broke into tears saying it was an emergency. If she could of said this to me earlier there would have been little drama. Fortunately, the fuel-er was late and I had a few extra minutes and was able to accommodate her. I documented in her reservation what was done. A lot of passengers love to complain and make the airline employee out to be the second coming of Simon La Gree. Welcome to flying in 2006!

Topic: I Want Your Name, Employee Number, Social Security
Username: BR715-A1-30
Posted 2006-03-05 02:30:22 and read 17568 times.

An emergency yeah? So if I come to your gate wanting to be moved and play the tears its an emergency bit, you'll put me on there regardless? sweet deal, but why do I get the impression that she was acting?

Topic: I Want Your Name, Employee Number, Social Security
Username: 777purser
Posted 2006-03-05 02:50:00 and read 17482 times.

By uniform regulation we are suppoused to wear a name tag. I am asked for names of FA's often. I do not offer it to passengers and tell them to refer to the flight and let them know they talked to the Purser. I ask the FA to write a report (if it seems like something major) and file it to wait until I hear about it. Then if I am called in the office I have both sides of the story...end of the story...

Topic: I Want Your Name, Employee Number, Social Security
Username: Phatfarmlines
Posted 2006-03-05 02:55:04 and read 17442 times.

Quoting 777purser (Reply 2):
By uniform regulation we are suppoused to wear a name tag.

LOL thanks for a good laugh. It seems the industry norm lately NOT to wear one.

Topic: I Want Your Name, Employee Number, Social Security
Username: MD11Engineer
Posted 2006-03-05 03:03:08 and read 17394 times.

Most of us wear our airside badge upside down or front to back. Obviously we'll show it to security staff when asked for it, but we don't fancy every passenger being able to read our full name and badge number.

Jan

Topic: I Want Your Name, Employee Number, Social Security
Username: Aa757first
Posted 2006-03-05 03:06:29 and read 17370 times.

I don't see the problem with a first and last name. After all, mostrnprofessionals give out their full name without even having to be asked.rnHowever, I don't see why an employee number would be needed.

AAndrew

Topic: I Want Your Name, Employee Number, Social Security
Username: Zippyjet
Posted 2006-03-05 03:09:33 and read 17347 times.

Quoting Phatfarmlines (Reply 3):
LOL thanks for a good laugh. It seems the industry norm lately NOT to wear one.

A name tag is part of the uniform, for gate, flight attendants etc. And don't forget, we have to wear an airport badge with our mug on it.

Quoting BR715-A1-30 (Reply 1):
An emergency yeah? So if I come to your gate wanting to be moved and play the tears its an emergency bit, you'll put me on there regardless? sweet deal, but why do I get the impression that she was acting?

In this instance, luck was on my side. Especially with Boston passengers, one comes up and wants to do the switcheroo, scores of other passengers come out like roaches in a greasy spoon or the way lawyers materialize when there is carnage on I-95! No one else was in ear shot for switching flights. Had there been others milling around, it still would have ben a no go. One thing that amazes me is, how third parties know more than the airline, "the weather is fine in Boston, the airline is bullshitting you; I called reservations and the flight has 100 passengers, 2 infants, and a chihuahua meaning there are 17 open seats. Our 717's seat 117. And the beat goes on.

Topic: I Want Your Name, Employee Number, Social Security
Username: Phatfarmlines
Posted 2006-03-05 03:32:12 and read 17254 times.

Quoting Zippyjet (Reply 6):
A name tag is part of the uniform, for gate, flight attendants etc. And don't forget, we have to wear an airport badge with our mug on it.

Agreed. I am aware of the fact (TSR/FAR reg). From my observations, many simply do not wear them.

Topic: I Want Your Name, Employee Number, Social Security
Username: Superhub
Posted 2006-03-05 04:11:28 and read 17125 times.

Quoting Zippyjet (Thread starter):
I Want Your NAME, Employee NUMBER, Social Security

Next thing they want will be your credit card number and your home address.

From a pax's point of view, name will be fine. Employee's number seems to be a little far-fetched. And if someone asks for your Social Security, then you should start getting suspicious of his/her motives. I certainly won't want to dish out my SSN around.

[Edited 2006-03-05 04:12:28]

Topic: I Want Your Name, Employee Number, Social Security
Username: AA737-823
Posted 2006-03-05 04:19:03 and read 17085 times.

Quoting Zippyjet (Thread starter):
Welcome to flying in 2006!

More like, welcome to life in the States in 2006.
People have taken such a stupid turn in the last couple of years. Somehow, everything is YOUR fault, and it is your JOB to make them happy, elsewise they'll throw a tantrum. Don't make me whoop out my cell phone and tattle on you to get my way...

Grrrr.

Topic: I Want Your Name, Employee Number, Social Security
Username: Lowrider
Posted 2006-03-05 04:36:52 and read 17022 times.

They can have my name, and that is all. If they have that, the date, and the flight number, the company can locate me if necessary. Our manual does not require us to give out any more information, so I wouldn't. When I get in to that sort of situation, I make sure to document it and send a report in as soon as possible. It is better to get out ahead of the problem.

Topic: I Want Your Name, Employee Number, Social Security
Username: Zippyjet
Posted 2006-03-05 04:43:26 and read 16980 times.

Quoting AA737-823 (Reply 9):
and it is your JOB to make them happy, elsewise they'll throw a tantrum. Don't make me whoop out my cell phone and tattle on you to get my way...

Oh, you are so right! However, I usually get in the last word. I just go into her reservation and tell it like it is and what ever will be will be. And, we can now track that passenger so, if he/she travels with us again and pulls anything we have their MO! Usually I'll give the passenger the benefit of the doubt. But, I always go into their reservation just in case they are trying to pull a fast one. For whatever reason it seems the Boston passengers pull the most stunts and drama.

Topic: I Want Your Name, Employee Number, Social Security
Username: B777-700
Posted 2006-03-05 04:45:27 and read 16966 times.

I tell them my name is Pat Dees. Big grin

Seriously, they can have my first name and location. That's all they need. They all get offended when I tell them they cannot have any more than that. I've actually had to tell people "would you give someone who is upset with you your personal information?" It usually shuts them up...briefly.

Then again, employees DO have their name, address, phone number, credit card number...  Wink

Topic: I Want Your Name, Employee Number, Social Security
Username: Avt007
Posted 2006-03-05 04:46:17 and read 16966 times.

Here in Canada, our airside passes don't have our name on them, just the company name in small letters. And that's the way I like it...........

Topic: I Want Your Name, Employee Number, Social Security
Username: Greasespot
Posted 2006-03-05 04:57:32 and read 16913 times.

I give my name, full name.....Department, and managers name and number.....Work gives me business cards with all that info that i pass arround so why not if someone is pissed....If someone wants to complain let them...

GS

Topic: I Want Your Name, Employee Number, Social Security
Username: MX757
Posted 2006-03-05 04:58:31 and read 16913 times.

Thank God that I work in maintenance! I could not handle the crap that is thrown at customer service people. It really is a thankless job. Not just in aviation but in every career field.

Topic: I Want Your Name, Employee Number, Social Security
Username: Gigneil
Posted 2006-03-05 05:02:27 and read 16898 times.

Quoting AA737-823 (Reply 9):
it is your JOB to make them happy

Um, it IS your job to make them happy. That's a fact that I think a LOT of our friends in aviation have forgotten.

N

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-05 05:13:03 and read 16844 times.

Personally, I think every customer of any business has the right to know your true name and employee number.

Why do you have anything to worry about??

Don't you know their full names - not that's it relevant.

Customer service and satisfaction is the NUMBER ONE factor that is going to get you repeat business. It's a shame that so many companies don't realize this - and it costs nothing.


Jimbo

Topic: I Want Your Name, Employee Number, Social Security
Username: Aa757first
Posted 2006-03-05 05:15:04 and read 16834 times.

Quoting B777-700 (Reply 12):
Seriously, they can have my first name and location.

Doctors, lawyers, accountants and nurses all work with a lot of people, often times angry ones, on a daily basis and yet they give out their full names. When was the last time you saw a business card without a last name on it? Or a nurse's ID badge without a full name on it? It's a last name, not a credit card number.

AAndrew

Topic: I Want Your Name, Employee Number, Social Security
Username: B777-700
Posted 2006-03-05 06:10:17 and read 16690 times.

Quoting Gigneil (Reply 16):
Um, it IS your job to make them happy. That's a fact that I think a LOT of our friends in aviation have forgotten.

I can make them happy without giving out my personal information.

Quoting Aa757first (Reply 18):
Doctors, lawyers, accountants and nurses all work with a lot of people, often times angry ones, on a daily basis and yet they give out their full names. When was the last time you saw a business card without a last name on it? Or a nurse's ID badge without a full name on it? It's a last name, not a credit card number.

Haha! Pay me like a doctor, lawyer, accountant, or nurse and they can have my middle name too! Sorry, but no, I don't get paid enough for a pax to get involved in my personal life.

But sure, if you're ok giving someone your full name after they've threatened to kill you, go right ahead. Don't think it happens? All too often, actually.

People can do far too much with that information. The bottomline is, my company protects me by saying I don't have to give that out if I'm not comfortable with it. And I'm not, so I don't.

Topic: I Want Your Name, Employee Number, Social Security
Username: UA777222
Posted 2006-03-05 07:10:01 and read 16277 times.

To be honest, if your are forthright with attendants I have found that getting what I want is easier. Please don't take that statement as one of arrorgance. Let's see. I fly a lot and was doing SFO-JFK as I normally do every week. For some reason this week I was pushed back to leave at night and arrive the next day due to a commitment earlier that night. The flight was due to depart at 10:10 but in my head I told myself it was to leave at 10:30. I didn't arrive at the airport until 9:30 and was denied ticketing. I was told to take my boarding pass (stand-by for 11:00 SFO-EWR) to the gate and figure out what to do from there.

I arrived at the gate in a less than happy mood and told the gate adgent what was going on. He informed me that EWR was booked solid and that I would be booked in Y on a UA 757 (my PS F ticket would not be honored for F SFO-EWR travel) for the entire ride and that I would have to find my way from EWR to my meeting. Not only that but the added time (and my arrival would place me there in the heart of rush hour) would place me past the time of my meeting. I informed him of this and told him that even though it was my error I REALLY needed some sleep for this meeting and would need to get to JFK earlier.

I was told that he would look into it. 10min later I was called to the front what he had done for me was amazing. He had booked me on an 11:30 SFO-ORD and an ORD-LGA both in first. He also added that the SFO-ORD flight was an international configured 777 meaning lie-flat beds which would allow me to sleep. The total cost in my error was a little over $1,000. While I wasn't all too happy to pay the extra cost it was my error that caused this. What made made me ok with the entire situation was how he had gone out of his way in the heart of rush hour (red eye fun fun fun!!!) filled with upgrades, changes, and dipshits like me who don't show up for the overbooked flight, he had found flights that fit what I was looking for. To top it off he had ensured that I make it onto my flight by checking-in with me on my flight while still at the gate. He added that he was glad I wasn't "full of S@!#" when I came up to tell him why I had missed my flight (which was still sitting at the gate when I had arrived at the stand).

Just be honest.

Matt

Topic: I Want Your Name, Employee Number, Social Security
Username: RDYNYC
Posted 2006-03-05 07:23:19 and read 16169 times.

Why are BOS passengers so difficult? I hear about BOS flight frequently

Topic: I Want Your Name, Employee Number, Social Security
Username: AY104
Posted 2006-03-05 07:38:25 and read 16023 times.

Man, do I sympathize with you people who work for the airlines now! I did it,
at YVR, customer service for 25 years. Mercifully, Delta Air Lines, who was my employer in 1998, pulled out of YVR and I decided to make a career change. Even at that time I was fed up. It just seems that the travelling public gets more ridiculous as time goes on. The more you give people, especially with the frequent flyer BS, the more they want for nothing. It just gets more ridiculous with time. I suppose the airlines are themselves to blame for initializing the programs in the first place, though.
I remember at one point I even had a family of 3: Husband, Wife and infant, travelling to Cincinatti. It was a full flight, and the guy insisted that I take him onboard before the boarding started to try out the seats (1AB) that he had been given, for leg room etc. Being as polite as I could, I reminded him that he is at an airport and not at Sleep Country Canada, and that I was too busy anyhow, plus the fact that there were no alternate seats available. This guy was on a free F-Class ticket - and yes, regardless about how much you frequent flyers argue, IT IS A FREE TICKET! I don't give a *** damn how many million miles you have, it is still free. Maybe you think you earned it, but you are wrong! For example, I go to a high-end steakhouse here in Vancouver on a regular basis, where I even know the owner, and never, ever get anything for nothing, nor do I expect it. The customer is never deserving of anything for free, whether it be airline, dept. store, restaurant or any other service establishment. The only thing that they should expect is top-notch service, and if that is not forthcoming, then jolly well go somewhere else. I am sick to death of listening to you bunch of spoilt ***holes ranting and raving when you don't get your way. Unfortunately, the airlines have been cultivating a pseudo-society of inconsiderate and unthankful whiners like the frequent flyers who park themselves in airlines seats all over the world. If you don't like the the travelling that your job involves you in, then get something else! I was brought up to pay for what I get, and that idea is still foremost in my mind, and I have absolutely no sympathy for any frequent flyer, anywhere in the world, and don't even bother responding to this posting, because I am not going to read any responses. End of conversation. The only ones I have any sympathy for are the airline employees on the front line, if they don't respect the customer then, yes, lodge a complaint, but never, ever expect anything for nothing, and when you get it just be thankful! There should be a law against any airline employee having to wear a name badge as well.
I am now thankfully working in a production environment where I don't even see the customer. Yes, I have total respect for the customer even if it doesn't sound like it, but it is totally wrong to reward a customer with anything other than good service for their loyalty. I now have to pay for all my airline tickets, my travel is on Air Canada mainly, an over the last few years have had almost no reason to complain about anything. The service is excellent, I bring my own entertainment, and don't expect them to entertain me! It is a mode of transportation, and be thankful that it is as fast and efficient as it normally is. Just bear in mind that whatever company you work for likely doesn't give freebees to it's customers, and sometimes your company, too, will drop the ball in customer service.
Thanks for listening

Topic: I Want Your Name, Employee Number, Social Security
Username: Andz
Posted 2006-03-05 07:56:39 and read 15904 times.

Quoting Zippyjet (Thread starter):
insist on my full name

You should have told her your name is Zippyjet lol

Topic: I Want Your Name, Employee Number, Social Security
Username: Aa757first
Posted 2006-03-05 08:04:13 and read 15833 times.

Quoting B777-700 (Reply 19):

Haha! Pay me like a doctor, lawyer, accountant, or nurse and they can have my nmiddle name too! Sorry, but no, I don't get paid enough for a pax to get involved in my personal life.

Ticket and gate agents actually do make more than nurses in some cases.

Airline personnel nare always on here talking about how no one treats them like a nprofessional. But they refuse to give out such a simple thing like a last name.

Quoting B777-700 (Reply 19):
But nsure, if you're ok giving someone your full name after they've nthreatened to kill you, go right ahead. Don't think it happens? All too noften, actually.

You don't think a doctor or a nurse has gotten a death threat after they tell someone their mother died? Or a nlawyer after his client goes to jail?

Don't airline security badges have last names on them? I know my mom's hospital badges always said "L. Hoffman" on them.

AAndrew

Topic: I Want Your Name, Employee Number, Social Security
Username: BAW716
Posted 2006-03-05 09:57:52 and read 15184 times.

This is a tough one. Here's why. The problem is that if the customer wishes to make a complaint or a compliment, they need a name; but at what point does providing information cross the line from professional to personal information?

If you are airline personnel at an airport and you are security badged, your first and last name will be on your badge. If a customer asks for your name, there should be no problem in giving them your first and last name. Beyond that, anything else crosses the line into security and privacy issues.

If you are a flight attendant, your first name is usually sufficient (which should be on your badge). If someone wishes to file a complaint, all they need to do is reference the flight number, date, city pair and the person's name and the airline can identify who the employee is that is involved in whatever the customer wishes to discuss with the airline...either a compliment or a complaint.

ANYTHING beyond that is information that is internal and there is no obligation on the part of an airline employee to disclose anything else. If the customer takes it to the next level, then it is up to the employee to determine if their personal safety or that of their fellow employees and passengers is at risk and then take appropriate action.

I have heard my share of complaints as an airline manager. As a rule, I just took the heat for my employees and if in my opinion based on the facts there was something that needed to be discussed with the employee, then that was an internal personnel matter. In most cases, the customer simply didn't get what they wanted which was either not possible or unreasonable and they felt they could leverage the situation by threatening a complaint or bullying my agent. In those situations, I simply told them to file the complaint. If they bullied my agent, I also told them that I would file a report regarding their behavior with my superiors and the authorities (if they were terribly agregious--and there were a few). This usually shut them up.

Don't get the wrong idea. Customers are to be respected and all possible service that can be rendered within the scope of the service product, airline policy and common sense should be given. It is sometimes hard to remember that air travel renders most people in control of absolutely nothing. When people are put in that situation, there are some who simply cannot handle their total inability to control their situation and just lose it. When they do, their behavior can range from fear to anger. While we must try to do our best to help them (in other words, put yourself in their shoes), under no circumstances should you put yourself at personal risk to do so, nor provide information beyond what is necessary for them to make whatever statement they wish to make to the company at a later time. If you ever give your name to a customer on the basis of a complaint; file a report with your supervisor immediately. In this way, if the complaint makes its way back to your boss, you have already told him/her your side of things.

I stand firmly with airline agents and flight attendants and any other airline public contact employees. They take entirely too much abuse from people who act badly because they don't get what they want. A word to all airline travelers on this forum---if something goes wrong, try being nice. You stand a much better chance of getting help than berating someone because a situation occurs that creates a problem which you cannot fix, and in most cases is beyond their control. If you act badly and an agent elects not to board you on a flight; then they have done their job. They have protected the safety of the aircraft and those passengers. If you have been nice and you get beat up by an agent who is having a bad day, then be understanding, take a step back and just get their name as best you can and be factual in your reporting. Believe me, complaints do make it back to the employee involved (especially if there are numerous complaints about that employee) and action is taken.

The truth generally comes out eventually. If you are an agent or flight attendant acting badly, you could get fired. If you are a passenger acting badly, you could end up in jail...and you get what you deserve.

baw716

Topic: I Want Your Name, Employee Number, Social Security
Username: UN_B732
Posted 2006-03-05 10:05:09 and read 15147 times.

My only question is, would an employee badge number be appropriate?
It doesn't give out much more information than a first/last name; considering that it's only use would be internally.

Topic: I Want Your Name, Employee Number, Social Security
Username: Trekster
Posted 2006-03-05 10:07:53 and read 15129 times.

All they get out of me is my first name, which i freely give, and my computer reference, and the call centre im calling from. No staff number or surname.

Happens a few times a month to angry pax

Topic: I Want Your Name, Employee Number, Social Security
Username: HS748
Posted 2006-03-05 10:41:36 and read 14928 times.

Quoting Zippyjet (Thread starter):
After 10 minutes, she finally broke into tears saying it was an emergency. If she could of said this to me earlier there would have been little drama. Fortunately, the fuel-er was late and I had a few extra minutes and was able to accommodate her.

Well there's one born every minute. I would have thought being guallable would exclude you from doing this kind of job!

Topic: I Want Your Name, Employee Number, Social Security
Username: Flywithjohn
Posted 2006-03-05 11:29:29 and read 14663 times.

It's nice being a freight dog....When my passengers late rarely hear about it....
But before that if boarding was closed I'd offer to refund there ticket and suggest a competitor carrier. Or if they get itchy there's that fee for changing reservations also...

Topic: I Want Your Name, Employee Number, Social Security
Username: IAirAllie
Posted 2006-03-05 11:54:20 and read 14499 times.

My name name is very unique I don't want some crazy disgruntled person hunting me down. If asked I would give my first name and flight info. Which is plenty for the company to find me. And yes it is a uniform requirement to wear a name tag on the outermost garment and I always do.

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-05 13:43:02 and read 13943 times.

I know you're not going to read it, but others will (and I'm sure you will!).

Quoting AY104 (Reply 22):
I am sick to death of listening to you bunch of spoilt ***holes ranting and raving when you don't get your way.

Very professional statement. I'm so glad you no longer work in customer service. I wonder why!

Quoting AY104 (Reply 22):
and I have absolutely no sympathy for any frequent flyer, anywhere in the world, and don't even bother responding to this posting, because I am not going to read any responses. End of conversation. The only ones I have any sympathy for are the airline employees on the front line,

Again, very professional  Yeah sure

Quoting AY104 (Reply 22):
Yes, I have total respect for the customer even if it doesn't sound like it, but it is totally wrong to reward a customer with anything other than good service for their loyalty.

It doesn't sound like it, because you made it clear you didn't.

Try telling almost every successful business that they shouldn't give customers something for their loyalty - they all do it, and it works.

I also eat regularly at a high-end steakhouse - Ruth's Chris, and quite often get a free bottle of wine, or perhaps champagne if it's a special occasion. I don't expect it either.

Get over your obvious hate of frequent flyers. It sounds like you have a huge chip on your shoulder. Like it or not, FF's is where most of an airlines money comes from!


Jimbo

Jimbo

Topic: I Want Your Name, Employee Number, Social Security
Username: SK601
Posted 2006-03-05 13:50:18 and read 13897 times.

I work for KL at SPL/AMS. I have NO problem at all to give my name, employeenumber, department code, the name of my supervisor/unit manager etc etc. If they want it, they can get it. I just don't see the point why they want it, unless I act very rude, which I don't do (but passengers will DO!). Do they want me to get fired? Well, it doesn't work like that in The Netherlands!

Today, again a few passengers wanted to have my name. First one was a man who was seated in a middle seat for a flight from AMS-OSL. The plane was booked full and all aisle/window seats were occupied, only a few other middle seats were still available. I had to deny his request for an aisle/window seat and he got really angry and told me I was giving bad customer service! Excuse me! The second one, was a passenger who missed his flight to GRU, because his incoming flight left VIE to late because of heavy snowfall. Guess what? Yes, my fault! He wanted my name etc etc etc.

Everything I do is according to the rules/instructions/policy of the airline, if you want an earlier flight and your ticket prohibits a change don't get mad, just accept the "NO" answer and get a life. I can think of many more examples; the problem is that passengers don't take NO for answer anymore.

Funny thing is that my last name is the same as the name of a large KLM competitor in AMS (the airline from Scandinavia....). People often don't believe me! Once I even showed my passport to this angry passenger, when I did that, the passenger apolized for his behaviour and had a laugh!  Smile

Topic: I Want Your Name, Employee Number, Social Security
Username: Srbmod
Posted 2006-03-05 14:04:39 and read 13772 times.

Quoting RDYNYC (Reply 21):
Why are BOS passengers so difficult? I hear about BOS flight frequently

It's not just BOS pax that are difficult, it seems as though the difficult pax are from the Northeast (with one exception). Some PHL, LGA, EWR, BOS, and MDW pax for some reason give the most trouble. LGA are some of the worst. When I was working for FL @ ATL, 9 out of 10 times the police would be called to a gate, it would be because of a LGA pax. The other time, it might be one of the other cities listed earlier.


When I worked @ FL, I saw a lot of this firsthand, even though I was a ramp rat. I was upstairs one afternoon getting the bag screen for my next flight and some late connecting pax off of a flight from MDW starting yelling at me because Ops didn't hold the flight (Ops had already held the flight for 10 minutes waiting for the inbound from MDW, and by the time the flight got there and the pax got there, Ops had already cleared the flight). I tell them I'm not a gate agent and that the agent for the gate will be there in a minute.

I was friends with a number of gate agents, so I got to hear war stories everytime we all went out after work. One of my friends was a gate supervisor at the time, and she really took a lot of crap from pax. Pax would threaten to get her fired everyday (all for doing her job and backing up her gate agents), and they demand her name and employee number. At FL, it seems as though you officially become a gate agent (especially @ ATL) when you get spit on by a pax or the cops have to be called to your gate.

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-05 14:16:30 and read 13670 times.

Quoting Srbmod (Reply 33):
and she really took a lot of crap from pax. Pax would threaten to get her fired everyday (all for doing her job and backing up her gate agents), and they demand her name and employee number.

Welcome to the world of Customer Service. That's what it's all about folks. It's about dealing with polite pax (the majority let's face it), and real rude pax, and trying to keep a smile on your face and treating everyone with respect. There are personal skills required for customer service, and they seem to exist less and less today.

Jimbo

Topic: I Want Your Name, Employee Number, Social Security
Username: Nyskymasters
Posted 2006-03-05 14:53:42 and read 13378 times.

Quoting BAW716 (Reply 25):
If you are airline personnel at an airport and you are security badged, your first and last name will be on your badge. If a customer asks for your name, there should be no problem in giving them your first and last name. Beyond that, anything else crosses the line into security and privacy issues

BAW716,

Your whole post was well written. Many think that giving an employee number is not a big deal. However, one's employee number controls so much...payroll, security badge, personnel and personal information, etc. There never is a need for anyone to know that information. If a passenger needs to write about you then all they have to do is reference the flight number, date, and city pairs travelled.

Quoting Zippyjet (Reply 6):
A name tag is part of the uniform, for gate, flight attendants etc. And don't forget, we have to wear an airport badge with our mug on it

Some airlines require that their flight attendants take their employee badges off a stow them while working onboard the aircraft. I know that mine does.

Topic: I Want Your Name, Employee Number, Social Security
Username: BNinMSY
Posted 2006-03-05 16:30:17 and read 12604 times.

Most employees working in Customer Service are trained well - I think if someone has to be told 'no' .. there are nice ways to do it. Most employees I encounter these days can't even muster up a smile when they have to say no. If someone is told 'no' with a smile and small apology it is far easier to digest than "no' with a scowell. Politeness goes a long way with people if you are sincere about it.

Topic: I Want Your Name, Employee Number, Social Security
Username: Luvfa
Posted 2006-03-05 16:44:43 and read 12471 times.

Quoting Nyskymasters (Reply 35):
Some airlines require that their flight attendants take their employee badges off a stow them while working onboard the aircraft. I know that mine does.

Our policy is our ID is worn on the outside to gain access to the aircraft. Once boarding begins we put it away. We all have our wings with our first name only. If a customer has an issue with our service, the first name is more than suffecient. They only need to report the date and flight #.

Topic: I Want Your Name, Employee Number, Social Security
Username: GQfluffy
Posted 2006-03-05 18:41:04 and read 11274 times.

Quoting Gigneil (Reply 16):
Um, it IS your job to make them happy. That's a fact that I think a LOT of our friends in aviation have forgotten.

True...to an extent. I will do everything in my power to make them happy. However, once a flight is closed and the captain has the paperwork...EVEN IF the pax in question can see his/her flight thru the terminal windows...it's too late. They go on the next available flight (available seats permitting). Thats about all I can do. If they ask for all my info, they get my first name. If they want more, thats too bad. If they keep pestering me about it, I have the right to tell them to literally back off or we'll have airport security come up and the three of us can have a nice talk. If you (the passenger) threaten me in anyway, you're just about done. I'll be as nice as I can, do just about anything within reason. Two keywords there. WITHIN REASON. Alot of passengers in the states seemed to have forgotten common sense when they travel nowadays. I've only been in the airline business for a couple of years, and it has gotten worse...

Quoting B777-700 (Reply 19):
I can make them happy without giving out my personal information.

LoL. Well, hopefully you at least exhange names before you "happy" them...  biggrin 

Topic: I Want Your Name, Employee Number, Social Security
Username: AirRyan
Posted 2006-03-05 19:13:27 and read 10918 times.

Quoting Zippyjet (Thread starter):
A lot of passengers love to complain and make the airline employee out to be the second coming of Simon La Gree. Welcome to flying in 2006!

That's the type of weasel's our society today has fostered - a bunch of individualistic and greedy bastards who put the service in "customer service." I'm so sick of people like this today but it's so rampant amongst our society you have but no choice to interact with these scum-bums. People love to complain and act like they are the only ones on the planet - when dealing with assclowns like these just stay your course and treat them all the same - as long as you do your duties the way you were suppossed to, let them hoop and hollar all they wany: remember, it's a business and not a charitable public service.

Topic: I Want Your Name, Employee Number, Social Security
Username: Ewrw4co
Posted 2006-03-05 20:49:59 and read 9977 times.

Quoting Zippyjet (Thread starter):

Best thing you can do is add the event to the pnr to protect yourself. I always do this and screen print the pnr and stick in a file in my locker. I do this from past experance and keep it as a back-up when the nastygram comes back to me 2-3 weeks later.

Topic: I Want Your Name, Employee Number, Social Security
Username: B777-700
Posted 2006-03-05 21:09:01 and read 9780 times.

Quoting Aa757first (Reply 24):
Ticket and gate agents actually do make more than nurses in some cases.

Ok, congrats. You totally ignored the other three example and use the one that could actually be a fair comparison.  Yeah sure

Quoting Aa757first (Reply 24):
You don't think a doctor or a nurse has gotten a death threat after they tell someone their mother died? Or a nlawyer after his client goes to jail?

Don't airline security badges have last names on them? I know my mom's hospital badges always said "L. Hoffman" on them.

I don't see what is so hard to understand about this. I do not have to give out my last name, and I don't. It is my choice to make, regardless of what you think.

Geez, should I even mention that I use an alias anyway?  Wink

Remember, you may have my name, but I have your address and credit card number!  Wink

Quoting Bond007 (Reply 31):
Very professional statement. I'm so glad you no longer work in customer service. I wonder why!

You know what, while I might not agree with what he said, one thing you are forgetting is he IS a human being. All frontline airline employees have emotions, just like you, and CAN be pushed too far.

It's a natural human response to build up a defensive system against stressful situations, which airline employees experience on a daily basis. They are not robots or animals you can just scream at and not get a response from.

Why do people forget this?

Quoting GQfluffy (Reply 38):
LoL. Well, hopefully you at least exhange names before you "happy" them...

Ha! Only the hot girls....Come to think about it, sometimes I don't get their names either.  Wink

Quoting AirRyan (Reply 39):
That's the type of weasel's our society today has fostered - a bunch of individualistic and greedy bastards who put the service in "customer service." I'm so sick of people like this today but it's so rampant amongst our society you have but no choice to interact with these scum-bums. People love to complain and act like they are the only ones on the planet - when dealing with assclowns like these just stay your course and treat them all the same - as long as you do your duties the way you were suppossed to, let them hoop and hollar all they wany: remember, it's a business and not a charitable public service.

While I wouldn't go that far, I will say that it's all too common now for pax to try to get a rep in "trouble" because they can't get what the want. Usually the rep is very professional. It's the pax that want's heads to roll, so they "get names" and say the rep was "rude" because they feel if they can't get their unreasonable demands, they need to do as much damage as possible.

An example: Back when I was a call rep, I took a call from a lady who wanted to fly from DFW-HNL. The conversation went like this...

Me: The lowest fare I find for the dates you wish to travel is $500
Caller: Let me speak to your supervisor.
Me: (pausing) Um...Ok, what would this be regarding?
Caller: I wan't the fare to be lower.
Me: This would be the lowest fare we have to offer ma'am.
Caller: Let me speak to your supervisor.
Me: Um, sure, just one second while I get one on the line for you.

(I wait and explain this situation to the sup. It just so happens it was a sup I was friends with, so I asked if I could conference in and listen to the call. They let us observe the sups a few times a month to help our overall customer service.)

Caller: (Gives the sup the same info)
Sup: The lowest fare I find for the dates you wish to travel is $500
Caller: That fare needs to be lower
Sup: That would be the lowest fare we have. All fares are based on availability.
Caller: Alright, I'll have to fly on another airline then. Oh, and just so you know, the other agent I spoke to was rude...

(They hang up, and we laugh about it, because the sup, who knows me, knows I'm far from rude...)

That's just how it works now. People complain when they flight is late, and complain when the flight is early. People complain when their flight is delayed, but expect you to hold a flight for them when they are running late.

You can't win. You just have to find a way to vent.

Topic: I Want Your Name, Employee Number, Social Security
Username: GQfluffy
Posted 2006-03-05 21:17:29 and read 9677 times.

Quoting B777-700 (Reply 41):
Oh, and just so you know, the other agent I spoke to was rude...

That is true. If the customer doesn't get what they want, then the gate/ticket agent is obviously rude, inconsiderate, and not doing their job.  banghead  Remember this is the select few a-holes, but I've seen it happen. To me...and fellow agents. Sometimes you just can't win in these situations.

Topic: I Want Your Name, Employee Number, Social Security
Username: TPAnx
Posted 2006-03-05 21:54:00 and read 9292 times.

Don't know how you people do it. I've seen supposedly mature business types scream at F/As because a baby was crying...near fist fights at gates..friend who was a F/O for Eastern said he'd greased a landing. during a storm.and was yelled at by a px whose vegetables were cold. I've also been the recipient
of some great service from people who went above and beyond normal expectations. I always try to say thank you..they're the people..and the carriers I remember when it's time to hit the road again...
TPAnx  Smile

Topic: I Want Your Name, Employee Number, Social Security
Username: Gigneil
Posted 2006-03-05 22:28:24 and read 8955 times.

Quoting B777-700 (Reply 41):
Usually the rep is very professional.

I wish I could agree that this is true, but it just isn't. I fly an awful lot, and I'm always DISGUSTINGLY sweet and outgoing with agents and F/As (because I know their job is difficult), and honestly I can say that the greater percentage of the ones I deal with are rude, and another notable fraction of that rude to the point of unprofessional.

Its sad to me, because I enjoy aviation and the process of flying and because I count many aviation professionals as friends. But really, the ratio of rude passenger to rude employee has changed more than people on this board are willing to admit.


N

Topic: I Want Your Name, Employee Number, Social Security
Username: DeltaA380
Posted 2006-03-05 22:29:47 and read 8955 times.

ZippyJet--Thanks for this topic! It is one that is near and dear to my heart. Before I was a supervisor I remember talking to a co-worker and really wishing I had been a supervisor at the time because I would have loved to have a chat with that gentleman in the back office. He was telling us how he had a customer who was upset and not only wouldn't he give more of his name than was on the badge but he actively covered the nametag with his hands. (Ironically, or perhaps not ironically, my wife had a bad customer service experience with the same gentleman sometime later.) Thankfully he has now found a career opportunity elsewhere.
My philosophy is to give the customer my first and last name and make sure that I spell the last name for them (it is so irritating to get a complaint with your name misspelled on it. Big grin ) My reason for doing this is that I need to feel comfortable that I am following company procedures and am working in the best interests of the customers within the limits the company gives me; by giving my full name willingly this makes it clear to the customer that I stand behind what I am doing.
As a supervisor, it would be inappropriate for me to give out the name of my manager as I am the highest authority in station a customer can turn to. In certain circumstances I will need to direct the customer to corporate customer care but I try to avoid doing this unless absolutely necessary. By the way, I wouldn't be to worried about the customer going after you outside of the airport setting; I did telemarketing for 3 years in the cemetery industry using my full name and never heard back from anyone. If people didn't go after me personally because I thought they were dying to talk to me,  stretch  they aren't likely to go after you outside the proper airline customer service process.

Topic: I Want Your Name, Employee Number, Social Security
Username: Srbmod
Posted 2006-03-05 22:35:50 and read 8887 times.

Quoting B777-700 (Reply 41):
Oh, and just so you know, the other agent I spoke to was rude...

(They hang up, and we laugh about it, because the sup, who knows me, knows I'm far from rude...)

That happens in a lot of customer service related industries. I currently work in route sales for a coffee company and have had accounts call in and tell my boss that I was being rude. Most of our accounts are owned by foreign born people, and if you tell them something they don't like , they start saying you're being rude. I tell them company policy and they act like I just made it up. I had one guy tell me, "Is that your policy or your company's policy?" I told him, "Both, as the company policy is the only policy I follow." The guy didn't like that one bit. The worst part is when it's an account that doesn't even buy much from us that complains, like it's our fault their non-dairy creamers were out of date (It's not our fault that QuikTrip built a station right down the street and took most of your business), that's it's our fault they are selling much stuff. Some of the time it's the folks running these stores that are the reason why they aren't doing a good business. They brew up a pot of coffee and leave it there all day, and wonder why nobody buys coffee? I had one account that had a great opportunity to pick up business when a competing account down the street closed. They had about a three week jump in business, then they ended up driving many of those new customers away. So the customer (whether it is a revenue passenger or a gas station store) is sometimes the reason why something happens, and they'd rather place the blame elsewhere (the airline, the vendor(s), etc.) than to admit blame.

Topic: I Want Your Name, Employee Number, Social Security
Username: Cancidas
Posted 2006-03-05 23:01:59 and read 8672 times.

since i'm fleet service i usually don't deal with pax that often. i spend most of my time on the phones with dispatchers, etc. in any case, whoever it is i'm talking to they only get my first name. i'm the only matt in my station, kind of easy to track down. as with IDs, i'll always flip mine over when i'm in the terminal. inside you don't need to have it displayed. rampside is a different story but if i feel a situation arising where i would have to deal with pax over it goes.

i'm not to clear on my carrier's policy, but i would never give out my full name to some angry pax, let alone my employee number. if they ask for my ssn they had better start running fast. if i'm in a good mood i migh tgive them a wrong number...

Topic: I Want Your Name, Employee Number, Social Security
Username: Pmanchuk
Posted 2006-03-06 00:04:16 and read 8148 times.

You know, the point that giving out your first and last name opens you up to risk that a crazy customer might hunt you down... I don't buy it. I will agree that employee numbers or other info is inappropriate, but think of it from the customers perspective. When you refuse to give them your name, it comes across as not only arrogant but as if you're trying to hide something.

While I don't make a habit of complaining unless something is really bad, I'd guess that if the passenger was given your name when asked... maybe 25% of those people would actually write the complaint. It's more the fact that they have the information they feel is necessary to file a complaint should they decide to. I guarantee that when you're asked for your name and the passenger is told "I don't need to provide you with that info," they'll be writing the letter as soon as they land. It's just adding insult to their perceived injury. And no matter how unique you think you're name is, especially in the US, good luck if someone really wants to track you down based on your name... it's a large country... and you didn't tell them what city you live in, did you?

Granted there are those passengers who fly off the handle for nothing other than to just make a scene, but I believe from my experience that most of us (passengers) aren't out there looking for a fight. Step back for a second and look at it from the perspective that we've been waiting in lines for the past 3 hours, enjoying the pleasures of security screening, sitting in less than comfortable chairs staring at the ceiling... then when we board, we struggle to "claim our space" with other passengers for carry-on and elbow room... and we all realize we're at the mercy of the airline employees who now LOVE flaunting the fact that should you sneeze the wrong way, they'll have you arrested... basically we have NO control over anything... and when something is extra-f'd up and we ask for a simple thing like a name, we're told "NO... too bad, none of your business."

But I guess then it would be okay too if you went to a restaurant, had a bad meal with RUDE service... and when you asked for the waiters name, you were told "none of your business... just send your complaint to the chef via postal mail, referencing the date and exact time you dined here, what you ordered, how it was supposed to be cooked, the wine you drank, the table you sat at... and they'll figure out who I am from that." Four words for anyone who truly believes this is okay... GIVE ME A BREAK.

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-06 00:12:19 and read 8067 times.

Quoting Pmanchuk (Reply 48):
You know, the point that giving out your first and last name opens you up to risk that a crazy customer might hunt you down... I don't buy it.

Agreed. It's the same paranoia that we are all complaining about in other areas of aviation.

Quoting Pmanchuk (Reply 48):
I will agree that employee numbers or other info is inappropriate

I disagree and I don't get this one. Of course 'other info' is inappropriate, but employee number - what are you afraid of here??

In fact, I would argue it's MUCH safer to give a passenger only your employee number, rather than your name. That's all they need to file a complaint.

You're right - if sombody is arguing with you and you say "my name is John, file a complaint", it's not going to make the situation any better.


Jimbo

Topic: I Want Your Name, Employee Number, Social Security
Username: Skidmarks
Posted 2006-03-06 00:13:56 and read 8067 times.

The only reason a passenger would require your full name and employee number is to make a complaint. Unless they can prove they need ALL that information, then your name is all they need. Should they insist, then it is up to your manager or supervisor to take the reins from there.

Stroppy pax seem to believe nowadays that all they have to do is threaten you and they will get a whole flight stopped just so they can get on, because they have been chatting in the bar or couldn't be arsed to get to the airport on time. You have a job to do and that is ensure the passengers who do arrive on time, with the correct documentation for the right flight, get away on time. Those that think they are special and the world revolves aroound them need to be reminded now and again that it doesnt and an admission of their own fallibility isnt a bad thing.

However, there will always be the late, lazy, stuck-up plonker who can't see beyond the end of his/her own nose. In my view, it's they who should have thier name taken. It should then go on a list of habitual disruptive passengers and result in a flying ban after so many strikes.

Whinge over. Have a nice day and enjoy your flight Big grin

Andy  old 

Topic: I Want Your Name, Employee Number, Social Security
Username: B777-700
Posted 2006-03-06 00:47:11 and read 7820 times.

Quoting Pmanchuk (Reply 48):
You know, the point that giving out your first and last name opens you up to risk that a crazy customer might hunt you down... I don't buy it.



Quoting Bond007 (Reply 49):
Agreed. It's the same paranoia that we are all complaining about in other areas of aviation.

Sorry, but that's just not the case. With my full name and location, anyone can easily find my address, telephone number, and God knows what else, just with a simple internet search.

Quoting Pmanchuk (Reply 48):
I will agree that employee numbers or other info is inappropriate

Why? They can't do a damn thing with that!

Quoting Pmanchuk (Reply 48):
It's more the fact that they have the information they feel is necessary to file a complaint should they decide to.

The employee number is as specific as you can ask for. You don't need a full name if you have it.

Quoting Pmanchuk (Reply 48):
I guarantee that when you're asked for your name and the passenger is told "I don't need to provide you with that info," they'll be writing the letter as soon as they land.

The problem is I don't put it like that, and no one I know does. We politely say, "I'm not comfortable giving that out, however, here is my first name, location, employee number..."

Quoting Pmanchuk (Reply 48):
it's a large country... and you didn't tell them what city you live in, did you?

Uh, if you work at an airport, they have a good idea of where you live. Like I said, do a yahoo search and see how many hits you get when you put in someone's name and general city.

With just what I know about you, look what I found:

http://www.miasf.org/member_profiles.asp?action=view&member=yachtmat

Imagine if I was someone who actually knew what they were doing!  Wink

Quoting Pmanchuk (Reply 48):
Step back for a second and look at it from the perspective that we've been waiting in lines for the past 3 hours

Maybe back right after the TSA was formed. That doesn't happen any more. You can check in online, or use a kiosk.

Quoting Pmanchuk (Reply 48):
enjoying the pleasures of security screening,

I travel frequently out of a large airport, and it's a breeze now.

Quoting Pmanchuk (Reply 48):
and we all realize we're at the mercy of the airline employees who now LOVE flaunting the fact that should you sneeze the wrong way, they'll have you arrested...

That's just simply not true. Most employees aren't looking for trouble. Unfortunately they have to play the "bad guy" and enforce rules.

A passenger creates their own experience. You have more control than you would like to think, but it's just easier to blame the airline. If you don't think you have control and you're at the "mercy of the airlines", than you have issues.

Getting back on topic though, again, my company does not require me to give out my last name if I'm not comfortable with it. I also have the right to privacy under the constitution. If I choose not to give you that information, that's something that you are just going to have to accept.

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-06 00:56:55 and read 7765 times.

Quoting B777-700 (Reply 51):

Quoting Bond007 (Reply 49):
Agreed. It's the same paranoia that we are all complaining about in other areas of aviation.

Sorry, but that's just not the case. With my full name and location, anyone can easily find my address, telephone number, and God knows what else, just with a simple internet search.

No, that's paranoia - plain and simple.

Just like you know every one of your passenger's  Yeah sure

Funny when I'm speaking with airline reps with them they address me as Mr. Roberts. You bet I'm going to start telling them it's none of their business and they'd better accept it. Address me by my confirmation number dammit. Good god, I bet you gate agents are on the internet every night looking up our details - Oh, I forgot, you already have them.

If somebody wanted to find you - they would - last name or not. Almost every gate agent I've dealt with, and I travel every week, has their ID showing.

Quoting B777-700 (Reply 51):
If I choose not to give you that information, that's something that you are just going to have to accept.

Customer service at its best!


Jimbo

Topic: I Want Your Name, Employee Number, Social Security
Username: B777-700
Posted 2006-03-06 01:28:51 and read 7548 times.

Quoting Bond007 (Reply 52):
No, that's paranoia - plain and simple.

I think of it protecting myself. I've seen too many crazy things, and I've been stalked in the past. I prefer not to volunteer my name to irrational people. That's my decision as an individual, and you should respect it.

Quoting Bond007 (Reply 52):
Customer service at its best!

It has not a thing to do with customer service. I can give outstanding customer service w/out you having my last name. My first, location, and employee number is all you need, and is all you will get.

Topic: I Want Your Name, Employee Number, Social Security
Username: BNinMSY
Posted 2006-03-06 01:43:38 and read 7449 times.

This reminds me of something that truly bothers me .. when I call Delta at times you will get a res. representative that answers "Delta Air Lines this is Ms. Johnson". To me that is arrogant, so with that I respond with, Yes Ms. Johnson this is Mr. Roberts etc.etc.

I love it because it seems to take them back .. To me the Ms. Johnson things puts them above me (the 'valued customer').

Anyone else have comments about this?

Topic: I Want Your Name, Employee Number, Social Security
Username: Lincoln
Posted 2006-03-06 03:32:05 and read 7081 times.

Quoting Phatfarmlines (Reply 3):
LOL thanks for a good laugh. It seems the industry norm lately NOT to wear one.



Quoting Zippyjet (Reply 6):
name tag is part of the uniform, for gate, flight attendants etc. And don't forget, we have to wear an airport badge with our mug on it.

Yeah, but it seems like some airlines/airports (Cough)CO at CLE(Cough) the policy is to wear the badge backwards (magstripe facing out, picture twoards the body)... It makes it darn difficult when you want to send a letter to corporate complimenting the actions of an agent (without letting them know about it) when you can't get their name... I have done the "excuse-me-may-I-have-your-name" thing when the agent was working with me, but if it's something I observed... (Plus, I thought that in a SIDA area you were required to have the ID clearly visible, displayed on the outermost article of clothing and above waist level)

Lincoln

Topic: I Want Your Name, Employee Number, Social Security
Username: RP TPA
Posted 2006-03-06 03:45:13 and read 7040 times.

"And the winner for Best Actress in a dramatic role goes to":

The lady who broke down in tears....."claiming" that she HAD TO get home earlier because of an.....(a-hem!!) "emergency"

(a little salute to tonight's Oscars)

Topic: I Want Your Name, Employee Number, Social Security
Username: FI642
Posted 2006-03-06 03:52:06 and read 7026 times.

When I worked for NW, I had a name bar made up that said "Monty"- because everyone wanted to play "Let's make a deal" at the counter to get out of excess baggage, change fees, and upgrades. Everyone but the manager thought it was funny . . .

Seriously though, a friend at NW had a wack-job send threatening letters, and the FBI finally got involved. So BEWARE!

Topic: I Want Your Name, Employee Number, Social Security
Username: Aerorobnz
Posted 2006-03-06 04:09:45 and read 6991 times.

Quoting Gigneil (Reply 16):
Um, it IS your job to make them happy. That's a fact that I think a LOT of our friends in aviation have forgotten.

Our job is first and foremost to get the plane off at the allocated time, and make sure that the majority/all the passengers that bothered to show up on time for the check in and then the boarding of the flight are looked after. When someone throws a sob story that's exactly what I tell them.

As for name tags, I only ever have my airline ID on display when it is required (ie:airside), but not at check in. I choose not to wear a name badge with my first name on it, for reasons explained below.

Quoting BNinMSY (Reply 54):
Anyone else have comments about this?

It is proper protocol to call the passenger by their title & last name, and I never use a passenger's first name - I expect the same in return.

If I have the courtesy to call them 'Mr/Mrs .....' then they should not call me by my first name, that is not following proper etiquette, as the same respect for rank/status should be reciprocated.

Topic: I Want Your Name, Employee Number, Social Security
Username: Remcor
Posted 2006-03-06 04:18:05 and read 6973 times.

You know, I know it's not the airline employee's fault one bit... but I get frustrated that it takes so long, and involves so much typing, to do something relatively simple like put me on a different flight (they made fun of this in that Ben Stiller movie Meet the Parents, btw). I requested to get put on board an earlier PHX-LAX flight last week and I just noticed how much typing the lady needed to do for a relatively simple transaction (I had no checked baggage either).

Many airlines scan your boarding pass with a barcode reader when you board... why can't they use that same technology (space-age barcode technology, used by supermarkets and UPS for some time now) to perform customer service changes? Shouldn't the airlines be able to reduce the amount of time to perform such actions to less than a minute?

Topic: I Want Your Name, Employee Number, Social Security
Username: Lincoln
Posted 2006-03-06 04:29:40 and read 6950 times.

Quoting RP TPA (Reply 56):
The lady who broke down in tears....."claiming" that she HAD TO get home earlier because of an.....(a-hem!!) "emergency"

Hey, just because she happens to define "emergency" differently than you and I...  Wink

[My company has clients who would define "emergency" as "None of the lights in the house will come on and the air conditioner is running in the middle of the winter" at one end of the spectrum and "the bass when I watch my DVD is too high"... we do automation consulting]

Lincoln

Topic: I Want Your Name, Employee Number, Social Security
Username: MD11Engineer
Posted 2006-03-06 04:34:45 and read 6938 times.

Before I went into aircraft maintenance I worked dealing with customers both in air cargo and paxhandling (check in, customers service, lost baggage) in TXL, THF and SXF. I have to say that I'd rather prefer to work in cargo, because there thecustomers are, sometimes hard negotiating, professionals, who know what they want and what they can reasonably expect to get (besides for a few hauliers, who tried to use our airport transit warehouse for free storage, e.g. they would go to the office on one day, pay for 2 days of storage, get a docket to be given to e.g. me to get their goods from stores, and then only pick up the cargo one week later. If you don't check the dates on the docket, they'll save quite a bit of money, but if caught in the act, they would grin sheepishly and cough up the money).

But in passenger handling I met lots of paxes who either made completely unreasonable demands (like this business woman, who checked in one of these suit bags with built cloth hanger and on arrival complained that her dresses got wrinkled, even though the bag came up by elevator and not through the usual conveyor. She wants her clothes to stay ironed, she either has to use a rigid suitcase or hire a Learjet) or just needed somebody to went their anger about something. Colleagues of mine have been physically threatened and I have been insulted several times. I'm sorry but I'm not somebody else's emotional dustbin and I'm also not a lightning rod. "Wie man in den Wald rein ruft schallt es zur�ck" (The way you shout into a forest will be the way you'll receive the echo). Somebody being rude to me will ever only get the minimum service I'm required to do.
Additionally my family name is quite rareand anybody with internet access or a local telephone directory can get my private adress.

On the other hand, if the passengers stayed polite, even in trouble, I did my outmost, sometimes shortcutting regulations to accomodate them and find the best possible solution.
I was really impressed with passengers from East Asia, for whom getting loud and abusive means loosing face. Turkish passengerswere usually cool as well.

On the other hand I can not say who were the worst, German low cost charter passengers who demand full first class service for a package tour flight, German arrogant business people, for whom I was not better than a slave, or, sorry to say Americans, who were often very demanding.
It was NOT my personal fault if they planned their transit time in FRA too short and the baggage didn't catch up.

I'm also not St. Peter and don't control the weather.

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-06 04:37:49 and read 6931 times.

Quoting Aerorobnz (Reply 58):
It is proper protocol to call the passenger by their title & last name, and I never use a passenger's first name - I expect the same in return.

If I have the courtesy to call them 'Mr/Mrs .....' then they should not call me by my first name, that is not following proper etiquette, as the same respect for rank/status should be reciprocated.

hmmmm....don't tell the guys in the US!

Mention a second name and the FBI is onvolved!

Everything I've heard here is no different than what happens in every other customer service department in every industry.

Some people here have NO idea how important good customer service is.
It's the difference between your airline and your competitor...believe me...and it costs nothing but attitude.


Jimbo

Topic: I Want Your Name, Employee Number, Social Security
Username: FlyDeltaJets
Posted 2006-03-06 06:39:54 and read 6818 times.

Quoting Phatfarmlines (Reply 3):
Quoting 777purser (Reply 2):
By uniform regulation we are suppoused to wear a name tag.

LOL thanks for a good laugh. It seems the industry norm lately NOT to wear one.

DL F/A's wear them but the name is in such a small print that it would take a bionic eye to read it.

Topic: I Want Your Name, Employee Number, Social Security
Username: GQfluffy
Posted 2006-03-06 09:14:43 and read 6723 times.

Quoting Pmanchuk (Reply 48):
You know, the point that giving out your first and last name opens you up to risk that a crazy customer might hunt you down... I don't buy it.

I'll give them my first name. That's all they need. No more, no less. They have no need for my employee number. So I will not give it. If they don't like it, they can deal with it. If they have good eyes, they can read my full name off my SIDA badge I have on my laynard.

Quoting Aerorobnz (Reply 58):
Our job is first and foremost to get the plane off at the allocated time, and make sure that the majority/all the passengers that bothered to show up on time for the check in and then the boarding of the flight are looked after.

Um, what you said is true, but you are basically a gate agent... aka Customer Service Agent. Thus you have to give any and all Customers service, which usually means GOOD service. I'm not saying you don't, but if you say your airline's SOP is making good out and off times, they aren't going to stay in business long. You can fudge times all day long...but you can't fudge pax revenue...

Topic: I Want Your Name, Employee Number, Social Security
Username: Aerorobnz
Posted 2006-03-06 11:17:45 and read 6654 times.

Quoting GQfluffy (Reply 64):
Um, what you said is true, but you are basically a gate agent... aka Customer Service Agent. Thus you have to give any and all Customers service, which usually means GOOD service. I'm not saying you don't, but if you say your airline's SOP is making good out and off times, they aren't going to stay in business long. You can fudge times all day long...but you can't fudge pax revenue...

You are right in that we have to look after our passengers, I do, but I use the following addage
"The customer is always right, unless they aren't adhering to the restrictions set by IATA and the airline"

In the same way that a passenger cannot take a lighter/flammable items in their checked luggage, a passenger cannot check in at -30 (international) and expect to make the flight, or turn up at -3 from departure and expect to still be onboard. The airline industry has to treat the passengers who do what is asked of them professionally & correctly, but it has an obligation to be consistent in the enforcement of regulations. It doesn't mean be rude to passengers if they are in the wrong, but it does mean that you have to tell them honestly that they are out of line. Passengers unfortunately mistake being told they can't do/have something as rudeness on the part of the employee, when in actually fact it is just enforcement of the law as stipulated by us being IATA regulated..

Those passengers that adhere to the requirements should be getting the best quality service we can offer, the ones that don't adhere still deserve professional & polite treatment, but they need to be corrected if they are deliberately/unknowingly flouting the rules. If we inform them correctly, then hopefully they won't do it again and can enjoy the same great service as everyone else.

Professionalism starts with the little courtesies, and one of them is being called
Mr/Mrs/Ms instead of by your first name and using please & thank you.... I only call people I know/have been formally introduced to by their first name, and that is why I choose not to wear my name badge/give out nonessential information about myself. I figure if I lead by example they should reply in kind.

Topic: I Want Your Name, Employee Number, Social Security
Username: Zippyjet
Posted 2006-03-06 21:49:04 and read 6329 times.

Quoting HS748 (Reply 28):
Well there's one born every minute. I would have thought being gullible would exclude you from doing this kind of job!

I go on intuition! This young woman was actually meek and came across timid.
There have been other instances where I felt I was being jerked around and had to do some acting. What threw me off in this instance, was the third party bit. That can throw one off guard.

On a side note, several years ago I was assisting at a gate with a packed BOS bound flight that was of course 2 hours late. Some business dude with a shiny bald head and a Larry Fine hairdo started ranting in his clam Chouda accent that he talked to his companion and the weather up in Boston was clear with the stars out. Well, one of our flight attendants who could make http://www.byronmason.com/archives/ack3.jpg
seem more macho than the defense of the Baltimore Ravens; told this loud mouth: "Sir, I don't know about you but I sure as hell don't want to be tossed around like a Bounce Dryer Sheet in a full Maytag with blankeys!"

Guess What? Mr. Clam Chouda and the rest of the hissy fit passengers behaved and were as good as gold!

Topic: I Want Your Name, Employee Number, Social Security
Username: LH417AF025
Posted 2006-03-07 02:21:13 and read 6173 times.

Quoting Aerorobnz (Reply 65):
You are right in that we have to look after our passengers

alot of times it is not the passenger that gets out of joint. its the people who come to the airport with them that aren't even travelling that make the biggest stink.

I am not being paid to make them (those not flying) happy.

Topic: I Want Your Name, Employee Number, Social Security
Username: Electech6299
Posted 2006-03-07 08:24:59 and read 6030 times.

Quoting Lowrider (Reply 10):
They can have my name, and that is all. If they have that, the date, and the flight number, the company can locate me if necessary. Our manual does not require us to give out any more information, so I wouldn't. When I get in to that sort of situation, I make sure to document it and send a report in as soon as possible. It is better to get out ahead of the problem.

Sounds rational.

Quoting Bond007 (Reply 17):
Personally, I think every customer of any business has the right to know your true name and employee number.

When you run the business, be sure to write that in your manual. Until then, I suggest you keep to your industry and let the CS people do theirs.

Quoting IAirAllie (Reply 30):
My name name is very unique I don't want some crazy disgruntled person hunting me down. If asked I would give my first name and flight info.

Again- very reasonable. When confronted with a passenger demanding "name and number", an ex-girlfriend of mine who was an FA used to use the line "Do you know how many men want my number?" For many of them it caught them off guard and they started laughing, and for the rest, if the pax is already furious, nothing you say will matter anyway. It's their anger problem, not yours.

Quoting AirRyan (Reply 39):
remember, it's a business and not a charitable public service.

C'mon, you make it sound like public servants should be treated badly! Besides- it is a business, right? They should work for their pay!  Wink

Quoting DeltaA380 (Reply 45):
I did telemarketing for 3 years in the cemetery industry using my full name and never heard back from anyone.

Sound like business was pretty dead....(sorry, I couldn't resist)

Quoting Pmanchuk (Reply 48):
While I don't make a habit of complaining unless something is really bad, I'd guess that if the passenger was given your name when asked... maybe 25% of those people would actually write the complaint. It's more the fact that they have the information they feel is necessary to file a complaint should they decide to. I guarantee that when you're asked for your name and the passenger is told "I don't need to provide you with that info," they'll be writing the letter as soon as they land. It's just adding insult to their perceived injury. And no matter how unique you think you're name is, especially in the US, good luck if someone really wants to track you down based on your name... it's a large country... and you didn't tell them what city you live in, did you?

Well that works well for you, and I admire your intent- it is true that defusing is preferable to escalating, but there can be no hard and fast line that will please most, or even many of the pax who complain. What will satisfy you and the next person are completely different. That's why company manuals are written- to draw a line, even if it's a hazy one that leaves wiggle room for "discretion".

Quoting Pmanchuk (Reply 48):
and we all realize we're at the mercy of the airline employees who now LOVE flaunting the fact that should you sneeze the wrong way, they'll have you arrested...

Sounds like a personal problem to me--not like any airline employee I've ever met. Perhaps you could ask yourself how you feel about authority in other situations.....

Quoting B777-700 (Reply 51):
my company does not require me to give out my last name if I'm not comfortable with it.

And that's the final word. My opinion is, read your company manuals and do what they say, no more and no less. (if you disagree, that's one for your supervisor or whoever's A on your flight)

As for pax, if we want friendly service, we should be friendly. In the few instances where FAs really do need a complaint, the Captain, FO, and staff at the station are likely to support the effort and weed out the ones who tarnish the company image. It's not likely that a rude FA is the most popular with the crew. But if, as a pax, (or in any industry) I keep running into brick walls in the customer service realm, it's usually my attitude that needs to be adjusted.

So FAs, don't feel like you owe us more than your job and your courtesy, if we don't give you the same respect. And in my opinion (contrary to many posts here and with a marked modern American view), that begins and ends with your first name- I like a name for the face I'm speaking to, and because "Sir" and "Ma'am" are (to my upbringing) titles of distinction, not customary greetings of familiarity for someone I'm asking for help or assistance.  twocents 

Topic: I Want Your Name, Employee Number, Social Security
Username: Cellardoor
Posted 2006-03-07 09:47:25 and read 5993 times.

Zippyjet - I'm from New Hampshire and I have to say I'm disappointed that my fellow New Englanders are not the easiest to deal with. Every time I work a BOS flight my high hopes for the "educated North" are let down. However, keep in mind that it could be worse... FL could inagurate BWI - LGA. How would you like that? You think we liked LGA - SRQ? You think we like PHL - MCO? LOL I'm just kidding you about that... yeah those routes suck but we put up with them.

It sounds like you are one of the good gate agents in BWI and I appreciate that. I can't wait to run into you one of these days. I'll back you up in that AirTran tells us only to give out our first name and flight number (in my case) and I guess flight number and gate in your case. Employee number and last name are not necessary.

I have a BWI layover on the 31st... look for you then!

Topic: I Want Your Name, Employee Number, Social Security
Username: Bennett123
Posted 2006-03-07 12:07:16 and read 5926 times.

HS748

If you can give the customer what they want without disadvantaging anyone else, why not do so. Whilst clearly you can not delay everyone else for one passenger, in this instance the delay was due to the fueler, not the passenger.

BNinMSY

What is wrong with them giving you their name. It seems much better than my name is John. You have a problem later and find that they have ten John's.

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-07 12:59:56 and read 5893 times.

Quoting Electech6299 (Reply 68):

Quoting Bond007 (Reply 17):
Personally, I think every customer of any business has the right to know your true name and employee number.

When you run the business, be sure to write that in your manual. Until then, I suggest you keep to your industry and let the CS people do theirs.

The discussion is about airline policies and employees, and 'any business' includes that. It just so happens my industry is also aviation, and I do run the business, so let me continue. My employee number is 1 - I'm happy to share it.

This really isn't rocket science!

If somebody wants to complain about an employee, then they should have the information to do that without getting into more discussions like "John is my firstname, that's all you're getting and you'd better accept it" - as has been suggested on this thread.

I would suggest a unique employee number in all cases (safer than a full name anyway), and there is no confusion over who the person is, when a complaint is made. You bet I'm going to be pissed if you tell me "Oh, on your complaint, just write John at Gate 78, from 1400-1440"...and then somebody at the airline is going to work out who it was??

Why is this so difficult?

Jimbo

Topic: I Want Your Name, Employee Number, Social Security
Username: NWBOS
Posted 2006-03-07 13:51:53 and read 5843 times.

I think it comes down to the complete loss of respect and courtesy in our society. Some could argue that this started decades ago. We are conditioned into the 'squeakiest wheel gets the most grease' mentality. There is no longer any value in being able to hold your temper, even when you are extremely upset.

Any of you fellow agents ever used the line "there are two people who are interested in resolving this matter and one is rapidly losing interest' to an upset customer? Or how about 'why are you getting upset with me when I am the only one who can help you?'

Look at how cultures like Japan value politeness and respect. I don't mind going out of my way for customers like this, because I sense respect from the second they step up to my counter. Unlike the people who are on their cell phone when they step forward to check in, present themselves at the boarding gate with boarding pass in their mouth and expect me to remove it (and then the barcode doesn't even scan because it is wet -- I am not kidding)...we could go on and on. I am not going to give first-class service to no-class customers. If that is not doing my job, than find someone else to do it starting at $9/hour.

Topic: I Want Your Name, Employee Number, Social Security
Username: Bennett123
Posted 2006-03-07 14:40:19 and read 5774 times.

I see what you mean about the barcode getting soggy, problem is that you need to carry your passport, Boarding Pass, hand baggage, coat , shoes etc.

People only have 2 hands  Smile

Topic: I Want Your Name, Employee Number, Social Security
Username: FlyGuyClt
Posted 2006-03-07 15:59:26 and read 5708 times.

Quoting Aa757first (Reply 5):
I don't see the problem with a first and last name

Tell that to the flight attendants who have had passengers show up on their door at a layover hotel. Or how about the people who have received phone calls from passengers at their home?

It is a security issue. When professional people give out first and last name they are doing business with that person. When a flight attendant says, "Good Bye and Thanks for flying with us." That is the end of the business.

Safe Flying  Smile

Topic: I Want Your Name, Employee Number, Social Security
Username: FlyGuyClt
Posted 2006-03-07 16:05:37 and read 5700 times.

Quoting Aa757first (Reply 18):
Doctors, lawyers, accountants and nurses all work with a lot of people, often times angry ones, on a daily basis and yet they give out their full names. When was the last time you saw a business card without a last name on it? Or a nurse's ID badge without a full name on it? It's a last name, not a credit card number.

You really don't understand do you? How easy it is for some one to get info on the internet and can make your life a living hell? It is a security issue, an airline employee is not doing continued business with that person. All the people you name are. They build relationships with their customers. A front line airline employee does not. However, people in sales do. Get the difference?

Safe Flying  

If you don't think it is a big deal. Put out your personal information in your profile. Watch how many freaks contact you. Based on your profile and age. I do hope your parents are teaching you how to protect yourself from the dangers that are real and out there.

[Edited 2006-03-07 16:06:27]

Topic: I Want Your Name, Employee Number, Social Security
Username: Lincoln
Posted 2006-03-07 17:55:24 and read 5571 times.

Quoting Aa757first (Reply 18):
Doctors, lawyers, accountants and nurses all work with a lot of people, often times angry ones, on a daily basis and yet they give out their full names. When was the last time you saw a business card without a last name on it?

With the [possible] exception of nurses, in most of these cases, it's an extended relationship (i.e. you don't just see your accountant or lawyer for 2 hours and never talk to them again)... it's also a more personal relationship. When I chose my financial advisor and doctor, for example, I was choosing a person...not the company for whom that person happened to work.

As much as I hate to say it (because I really do respect what agents/crews have to put up with and the work they do), an airline agent is more of a comodity item -- if Jane Smith is working my flight instead of John Doe, it really makes no difference to me- they're both equally qualified. On the other hand, if I walk into my lawyer's office expecting to work with Frank Johnson... I expect to work with Frank Johnson... maybe because he has unique qualifications, maybe because I've been working with him for years, maybe I just like his sense of humor... and if I'm paying $200 an hour for Mr. Johnson's time and skills I can make that choice vs. $400 to get from CLE to LAX where Jane Smith is incidental to the service I'm paying for (i.e. transportation).

When you walk up to checkin, you don't (or at least most pepole don't) go, "Hmm... There's Fred, Suzy, Tom, or Janet... I think Janet is the most qualified to serve me today." -- the person's name, in this role, is unimportant. And if you're really irked enough by it, as long as you have the gate (flight), time, location, and your PNR number I can almost gaurntee you that the airline can figure out who it was when you write your letter.

Lincoln

Topic: I Want Your Name, Employee Number, Social Security
Username: Joeman
Posted 2006-03-07 18:30:34 and read 5523 times.

Quoting Gigneil (Reply 16):
Um, it IS your job to make them happy

I believe it's the agents job to assist in getting passengers from A to B which is what the traveller paid for. Pleasuring their immediate whims is nothing but a courtesy if it can be accomodated within pre-detremined restrictions.

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-07 19:11:50 and read 5471 times.

Quoting Joeman (Reply 77):
I believe it's the agents job to assist in getting passengers from A to B which is what the traveller paid for. Pleasuring their immediate whims is nothing but a courtesy if it can be accomodated within pre-detremined restrictions.

...and that attitude is one of the reasons for the failing airline industry, and a reason why some airlines are doing so well, and others are not.

A quote from one of the most successful airlines, Southwest:

"After the employee, Barrett says the company’s second focus is the passenger, with shareholders coming in a distant third. Usually, shareholders rankle at that kind of hierarchy. "

Unfortunately, with the legacies, the only concern is the shareholder, and the bottom-line. As you say "getting passengers from A to B". This attitude has proved not to work very well  Wink

Jimbo

Topic: I Want Your Name, Employee Number, Social Security
Username: Aerorobnz
Posted 2006-03-07 22:23:54 and read 5323 times.

Quoting Bond007 (Reply 78):
..and that attitude is one of the reasons for the failing airline industry, and a reason why some airlines are doing so well, and others are not.

He was talking about the fact that airlines & employees have major restrictions on what they can and can't do, and that if we can accommodate a passengers requests within the parameters we will, but for a lot of the requests we are financially/legally/physically unable to oblige.

Southwest is hardly the best example of customer service in the world either, so your comment about legacies was just inflammatory.

Customers have the completely irrational 'customer is always right' mentality so ingrained that they think it doesn't matter what they do because they are always right. Whatever happened to personal responsibility & common sense?
It seems because they feel they are always right that they no longer have to think about their actions or use the logical & disciplined parts of their brains.

It is possible to offer excellent service without pandering to that mentality.

Topic: I Want Your Name, Employee Number, Social Security
Username: LH417AF025
Posted 2006-03-07 22:33:53 and read 5297 times.

Quoting Bond007 (Reply 78):
...and that attitude is one of the reasons for the failing airline industry, and a reason why some airlines are doing so well, and others are not.

oh please... im sure that is exactly why the industry is failing right now... maybe its because people ARE demanding red carpet treatment when they don't want to pay for it.

then when they don't get it they DEMAND to have your NAME....

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-07 22:44:03 and read 5286 times.

Quoting LH417AF025 (Reply 80):
oh please... im sure that is exactly why the industry is failing right now... maybe its because people ARE demanding red carpet treatment when they don't want to pay for it.

oh please ... Let's not blame the failing industry on the CUSTOMERS!

The only people at fault are the airlines and their management.

As for SWA ... call 1-800-IFLYSWA and you'll get an idea .. a REAL person in 17 seconds (I just tried it)....it's not a coincidence..try that on any legacy. It's all part of the product, but some don't understand that.

Quoting LH417AF025 (Reply 80):
then when they don't get it they DEMAND to have your NAME....

Yep, and you refuse to give it to them (or your employee number)...

Oh, we've come full circle!


Jimbo

[Edited 2006-03-07 22:49:46]

Topic: I Want Your Name, Employee Number, Social Security
Username: AA767400
Posted 2006-03-08 03:13:00 and read 5170 times.

Quoting Gigneil (Reply 44):
But really, the ratio of rude passenger to rude employee has changed more than people on this board are willing to admit.

Yeah because there are more airline employees than passengers. Try doing the math.  wink 

Quoting Pmanchuk (Reply 48):
I guarantee that when you're asked for your name and the passenger is told "I don't need to provide you with that info," they'll be writing the letter as soon as they land.

Don't know what America you live in, but the one I live is full of unions! And guess what? It is pretty hard to get a union employee fired. 99% of the time the passenger does not write anything at all. It is what I like to call a scare tactic. If they only knew we are not in the 70s anymore.  silly 

Quoting Bond007 (Reply 71):
If somebody wants to complain about an employee, then they should have the information to do that without getting into more discussions like "John is my firstname, that's all you're getting and you'd better accept it" - as has been suggested on this thread.

First name is ALL THEY NEED! It is as simple as that. Why give out the last name if the situation does not warrant it? Like I said, it is nothing but a scare tactic by the passenger to intimadate the employee into getting what they want. And you 007 seem to encourage this behavior.

Topic: I Want Your Name, Employee Number, Social Security
Username: J_Hallgren
Posted 2006-03-08 04:30:05 and read 5121 times.

I'm just a pax who never had that bad of a problem that I recall...but in dealing with CSR, agents and such, getting at least the first initial of last name shouldn't be that much of an issue, because there can be two or more employees with same first name on same flight/desk/whatever. And one needs to be able to identify which empl the complaint/praise applies to, because just "Joe" may not be enough, true?
Or maybe give out only the last 2 or 3 digits of empl nbr as potential tiebreaker?

Topic: I Want Your Name, Employee Number, Social Security
Username: Bennett123
Posted 2006-03-08 10:32:35 and read 5022 times.

AA767400

Yeah because there are more airline employees than passengers. Try doing the math.

If you have more employees than customers, that could explain all the red ink on the Balance Sheet.

Topic: I Want Your Name, Employee Number, Social Security
Username: AA767400
Posted 2006-03-08 17:36:56 and read 4877 times.

Quoting Bennett123 (Reply 84):
If you have more employees than customers, that could explain all the red ink on the Balance Sheet.

I don't know of any airline that has more employees than customers. Bottom line is that there are more rude passengers than employees.

Topic: I Want Your Name, Employee Number, Social Security
Username: FutureFO
Posted 2006-03-08 18:11:19 and read 4837 times.

Our policy is just to give the forst name of the employee. And thats all I give.



Sean from MCO and SDF

Topic: I Want Your Name, Employee Number, Social Security
Username: Bennett123
Posted 2006-03-08 19:31:12 and read 4768 times.

AA767400

Perhaps I misunderstood.

Topic: I Want Your Name, Employee Number, Social Security
Username: LH417AF025
Posted 2006-03-08 23:39:01 and read 4689 times.

Quoting Bond007 (Reply 81):
As for SWA ... call 1-800-IFLYSWA and you'll get an idea .. a REAL person in 17 seconds (I just tried it)....it's not a coincidence..try that on any legacy. It's all part of the product, but some don't understand that.

then by all means fly SW! The legacies will surely miss you im sure.....

Quoting Bond007 (Reply 81):
Yep, and you refuse to give it to them (or your employee number)...

you know me so well!!
 

[Edited 2006-03-08 23:42:55]

[Edited 2006-03-08 23:43:39]

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-08 23:54:45 and read 4660 times.

Quoting LH417AF025 (Reply 88):
The legacies will surely miss you im sure.....

I'm glad you agree  Smile

They miss all the people that prefer airlines with better service....it's reflected in their financial reports.


Jimbo

Topic: I Want Your Name, Employee Number, Social Security
Username: UALPHLCS
Posted 2006-03-08 23:58:48 and read 4658 times.

United as far as I know has no official policy about what info you give to a customer. I know that obviously they DO NOT want you to give your SSN. Your Social Security Number is for your use only and could potentially lead to identity theft. I think that that's been covered pretty well already My file number was for United's use only and I refused to give that. My name was enough for Cusotmer Relations to track me down. While there is an argument to be made that a company might have an employee with a similar name, other info such as city or flight will be sufficient for the comapny to narrow down who they are looking for.


Whenever, a customer felt that they wanted my information I showed them my name badge. Which was my first initial and Full Last name. If the cusotmer was particularly obnoxious I simply asked them to spell my name correctly. I had only one negative letter in my career at United and that was the one that got me unfairly fired. But there were many times when people took my name for various reasons, most I had no control over, so I never got bent out of shape about giving my name to customers. Some co-workers had full first name and Last initial. A couple made up names. The funniest was Woody Dewar. Say it out loud and you'll get it.

Topic: I Want Your Name, Employee Number, Social Security
Username: Prebennorholm
Posted 2006-03-09 00:21:51 and read 4625 times.

Quoting Bennett123 (Reply 73):
I see what you mean about the barcode getting soggy, problem is that you need to carry your passport, Boarding Pass, hand baggage, coat , shoes etc.
People only have 2 hands

And you try to fit your belt before your pant drop to the floor. At the same you you can't speak because you have your wallet and car keys between your teeth.

It really takes a cuttlefish to be a passenger these days.

Also cuttlefish should always be nice and gentle, never rude.

Topic: I Want Your Name, Employee Number, Social Security
Username: Pmanchuk
Posted 2006-03-09 01:14:22 and read 4584 times.

Quoting AA767400 (Reply 82):
Don't know what America you live in, but the one I live is full of unions! And guess what? It is pretty hard to get a union employee fired.

And we wonder why unions are hated by so many... it's that whole "hiding behind the union while you stick your nose up at people" attitude that infuriates me and so many others. I'm not denying that unions do hold some value for their members, but they also have a horrible habit of damaging so many industries and eventually their own members.

Quoting Electech6299 (Reply 68):
Perhaps you could ask yourself how you feel about authority in other situations.....

Just a cheap shot when clearly a justified answer was unavailable, eh? The fact is I have no problem with authority when used appropriately. However, threatening passengers to have them arrested and removed from an aircraft for perhaps not raising their seat back, or even reading the paper during safety briefings... well that's nothing more than an abuse of authority, plain and simple. Trust me, a little charm and perhaps persistence will go much further without making yourself look like a real a*s in the end. It seems the threats of "Federal Offenses" have come into play out of pure laziness... because rather than taking the 15 seconds to communicate on a human level, it seems some (not all) have decided it's easier to take the 5 second threat route.

Quoting Electech6299 (Reply 68):
and do what they say, no more and no less.

Yup... as someone else said... customer service at its best. If any of my employees had that attitude, they'd be unemployeed.

Anyway, I still stand firm in the conviction that not giving out anything other than a first name isn't about security for most, when it's really just poor customer service (refer back to the "no more and no less" comment).

There's only been one ocassion in which I asked for the name of an airline employee, and they wouldn't even provide the first name. I was actually on a flight from PVD to ATL. Upon boarding the aircraft, as the FA was asking if I'd like a predeparture drink, I very politely asked if she knew the name of the gate agent by chance. She said no and asked why... I proceeded to quickly tell her that I felt the individual was extrodinarily rude in how he interacted with me, but if she didn't know his name... not to worry. I thought that would be the end of it... but the FA actually asked the supervisor of the gate agent (not sure the correct title) to come onboard to my seat and speak to me while boarding continued. I was pleasantly surprised that they took such interest. As I described to the supervisor what had occured and that I simply wanted the gate agents name so that I could possibly send a complaint in, she told me that she wasn't allowed to provide the agents name (first or last). I then asked if I could then have his employee ID number to reference... again she said no and told me to "just refer to your reservation number, the flight number and that it was the 'gate agent' that you had a concern about, and they'll be able to find him from that." Well my pleasure that they seemed concerned quickly turned to disappointment that this supervisor was snow-balling me in such a way. Of course I thanked her for speaking with me and she went on her way. Like I said in my previous post... it was that whole "sorry, refer to x, y and z details, but we won't give names or ID numbers" that drove me in the end to write the complaint.

Regardless, those of you who truly feel threatened, please do what you feel will protect you, but so many more of you need to get over the "I don't need to -insert whatever job duty you don't feel like completing today-" attitude. While there are many great and amazing FA's out there... there are without question some of you who really deserve to be unemployed. But again, that's just my own 2 cents.

Topic: I Want Your Name, Employee Number, Social Security
Username: AA767400
Posted 2006-03-09 01:14:56 and read 4584 times.

Quoting Bond007 (Reply 89):
They miss all the people that prefer airlines with better service....it's reflected in their financial reports.

Yes, because giving your last name is better service........

A first name will suffice! We don't know what kinda vodoo you know.  silly 

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-09 01:21:02 and read 4570 times.

Quoting AA767400 (Reply 93):
Yes, because giving your last name is better service........

Doing more than "getting passengers from A to B" is better service.

Please read Pmanchuk's previous thread for all my other thoughts.


Jimbo

Topic: I Want Your Name, Employee Number, Social Security
Username: Joeman
Posted 2006-03-09 02:11:44 and read 4541 times.

Quoting Bond007 (Reply 89):
They miss all the people that prefer airlines with better service....it's reflected in their financial reports.

But no in thier load factors...

Topic: I Want Your Name, Employee Number, Social Security
Username: Joeman
Posted 2006-03-09 04:41:48 and read 4478 times.

Quoting Joeman (Reply 95):
Quoting Bond007 (Reply 89):
They miss all the people that prefer airlines with better service....it's reflected in their financial reports.

But no in thier load factors...

But not in their load factors...

(pardon my first attempt, the kid interupted)

Topic: I Want Your Name, Employee Number, Social Security
Username: Joeman
Posted 2006-03-09 15:16:02 and read 4376 times.

Quoting Joeman (Reply 77):
I believe it's the agents job to assist in getting passengers from A to B which is what the traveller paid for. Pleasuring their immediate whims is nothing but a courtesy if it can be accomodated within pre-detremined restrictions.

Regarding customer service, there's no excuse for rudeness and not attempting to provide realistic accomodations.

Anything beyond getting a passenger to their destination within a reasonable amount of their original scheduled time, in the seat they were assigned, and provided the standard amenities normally offered (i.e peanuts or pillows), and within pre-determined restrictions (i.e. not bring a trunk into the cabin of an RJ) is an accomodation.

Delayed or cancelled flights is an unforseen reality that happens to every carrier and traveller A is no more important than traveller B when attempting to provide the best solution and alternative arrangement (unless the dear aunt you're travelling to visit just happens to be on her deathbed, those numbers probably skyrocket during delays, but that's when an airlines judgement of priority must take place)

Special people that hold up the processing of other travellers and inspire negative attitudes by not accepting realities should maybe have their special needs dealt with by security.

I've flown every legacy and never, never been treated in anything less than a concerned and personally accomodating manner, even during cancellations/delays, etc.

"Special" people often invite confrontation.

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-09 17:42:44 and read 4331 times.

Quoting Joeman (Reply 97):
Regarding customer service, there's no excuse for rudeness and not attempting to provide realistic accomodations.

Anything beyond getting a passenger to their destination within a reasonable amount of their original scheduled time, in the seat they were assigned, and provided the standard amenities normally offered (i.e peanuts or pillows), and within pre-determined restrictions (i.e. not bring a trunk into the cabin of an RJ) is an accomodation.

That's fine, but please don't confuse the above with the term 'Customer Service'. What you just described has little or nothing to do with Customer Service...oh, maybe a pillow perhaps!

Quoting Joeman (Reply 96):
But not in their load factors...

Perhaps not always, but I'd argue on many routes served by both LCCs and Legacies, it does affect the load factor...but regardless, the fact they may be choosing an airline other than yours, definitely affects the bottom line (by making your airline reduce fares to match the LCC's). Anyway, that's almost another topic  Smile

Jimbo

Topic: I Want Your Name, Employee Number, Social Security
Username: Joeman
Posted 2006-03-09 17:51:32 and read 4321 times.

Quoting Bond007 (Reply 98):
the fact they may be choosing an airline other than yours, definitely affects the bottom line

Absolutely agreed!!!

Topic: I Want Your Name, Employee Number, Social Security
Username: Zippyjet
Posted 2006-03-10 04:18:57 and read 4192 times.

Quoting Cellardoor (Reply 69):
Zippyjet - I'm from New Hampshire and I have to say I'm disappointed that my fellow New Englanders are not the easiest to deal with. Every time I work a BOS flight my high hopes for the "educated North" are let down.

It seems the pace of life and mindset North of Philly tends to be hectic Type A. But a sharp sense of humor balances this out. However, what I've noticed is passengers from the New England area seem to have the answers to everything. Know it all attitude. This is why at least here at BWI they have a reputation.

Topic: I Want Your Name, Employee Number, Social Security
Username: Zippyjet
Posted 2006-03-10 04:34:36 and read 4177 times.

Quoting Cellardoor (Reply 69):
However, keep in mind that it could be worse... FL could inagurate BWI - LGA. How would you like that? You think we liked LGA - SRQ? You think we like PHL - MCO? LOL I'm just kidding you about that... yeah those routes suck but we put up with them.

If we had BWI-LGA, I would hope it is set up as an hourly or every other hour shuttle like from DCA. Sort of a businessmen/women stack them and pack them but get them to and from LGA/JFK/EWR. Less mess, less fuss.
Regarding SRQ and MCO, wheelchairs, baby strollers, car seats and in the case of Mickey flights, cabins that looked like a hurricane went through them. As you said, part of the daily ebb and flow.

And a footnote to my jeepers creepers weeper BOS pax. I accomodated her and felt I was very courteous but, her machivalean fiance still wanted to make a big stink and compalained to the company. I doccumented everything and have kept a copy in case I'm brought in for any interrogations. Meanwhile, I enjoy my position and strive to do the best job possible and be as helpful and friendly to the passengers.  Smile

Topic: I Want Your Name, Employee Number, Social Security
Username: Electech6299
Posted 2006-03-10 21:51:25 and read 4046 times.

Quoting Bond007 (Reply 71):
It just so happens my industry is also aviation, and I do run the business, so let me continue. My employee number is 1 - I'm happy to share it.

Touche!  whiteflag  I should've read that profile first...

Oh, wait...There is no information in the profile. Guess I was only wrong by my assumptions, No. 1. I hope your company keeps a good CS record, whatever it is. Until then, I'll stand by my opinion that FAs and gate agents need not give a last name or number in the name of "service" (see below Smile

Quoting Pmanchuk (Reply 92):
Just a cheap shot when clearly a justified answer was unavailable, eh? The fact is I have no problem with authority when used appropriately. However, threatening passengers to have them arrested and removed from an aircraft for perhaps not raising their seat back, or even reading the paper during safety briefings... well that's nothing more than an abuse of authority, plain and simple. Trust me, a little charm and perhaps persistence will go much further without making yourself look like a real a*s in the end. It seems the threats of "Federal Offenses" have come into play out of pure laziness... because rather than taking the 15 seconds to communicate on a human level, it seems some (not all) have decided it's easier to take the 5 second threat route.

Not a cheap shot on my part, just trying to understand your point- and now you change the story. Refusing to listen to the safety breifing is a lot different than "sneezing wrong", as you alleged in your first post. Your new scenario begs the "chicken or the egg" debate- is it that FAs have gotten more rude? Or that pax now take FAs as nothing more than a feature for their entertainment and don't give the appropriate respect. If you took 15 seconds of attention to the FA's safety announcement, they wouldn't need to take 15 seconds to personally tell you what the already told everyone else on the plane 3 times.

Consider with a plane of 200 pax and 2 FAs doing the preflight walkthrough, and now consider that 40 or more of those pax are so inconsiderate as to ignore the 3 announcements because their CD player or cell phone deserves more respect than the FA's...how many seconds do those 40 rude pax each deserve? 15 seconds each, that's 10 minutes delay in departure. I'm sure the first few get a little more attention, but when the departure of 200 pax is delayed because of a handful of rude pax, I don't see that those pax deserve more respect than they are giving.

Quoting Pmanchuk (Reply 92):
Quoting Electech6299 (Reply 68):
and do what they say, no more and no less.

Yup... as someone else said... customer service at its best. If any of my employees had that attitude, they'd be unemployeed.

Anyway, I still stand firm in the conviction that not giving out anything other than a first name isn't about security for most, when it's really just poor customer service (refer back to the "no more and no less" comment).

OK, let me place my comment in context, since it is being lifted from the context of this thread: When confronted by an angry pax, give out the personal information required by the employee manual, no more and no less. I didn't say consult the union contract on whether to smile or give out peanuts, I said there is no need to give pax more info than they need to file a complaint. (It would be nice if you smile while you're diong it, thought)

Your opinion about customer service is also a matter of debate- and will not be answered in the customer service realm- for 2 reasons: 1)The attitude and tone is much more defining of the experience than what information is given; and 2) Different people, different cultures, and different situations will all influence whether giving a last name or number is "good" customer service. We have people on this thread who think greeting by the last name is rude and impersonal; others think the first name is too familiar; others think that giving a person a number is demeaning and serves only to detract from human interaction, while some here hold that a number is the ONLY way to refer to a person (oh, I'm sorry, an employee, which is something different...)

So giving a last name or number is a matter of corporate policy, which will be interpreted differently by different people from different cultures. In the case of a customer service employee, only the corporate culture is significant- and the attitude in which it is conveyed.

Quoting Pmanchuk (Reply 92):
those of you who truly feel threatened, please do what you feel will protect you, but so many more of you need to get over the "I don't need to -insert whatever job duty you don't feel like completing today-" attitude.

Again, please keep this on topic. No contract of carriage entitles a pax to the first and last names of all the staff of an airline that they interact with. If they have a customer service complaint, the information they already have (without demanding more time and another opportunity to harass an FA or gate agent) is ample to file a complaint. Other customer service issues are outside the scope of this thread.

Quoting Bond007 (Reply 94):
Quoting AA767400 (Reply 93):
Yes, because giving your last name is better service........

Doing more than "getting passengers from A to B" is better service.

Again, giving your last name is not better service. Example A: "OK, Mr. Pax, since you're such a jerk, my name is Jane Smith, that's S-M-I-T-H. Don't misspell it. Now shut up and straithen up your seat before I have the marsall take you down." Example B: "I'm very sorry, Mr. Pax, My name is Jane and my employer has asked that I refer you to the flight information today since it's easier to track your comments that way. Our flight number is XXXX, and I'm the cheif gate agent."

Which is customer service again? I'd take example B any day of the week. and I'd never work for a company that demands I give out personally identifiable information to the travelling public- especially in an airline, where the pax are just as likely from my hometown or going to my destination.

Finally, I refer you to my opinions of customer service in my post above and my comments in this thread:
What exactly is the job of the Cabin Crew?

Topic: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-10 22:16:10 and read 4020 times.

Quoting Electech6299 (Reply 102):
Touche! I should've read that profile first...

Oh, wait...There is no information in the profile.

Nice try .... but send me a message asking for my full name and I'll have no problem sharing it with you..and my company phone number, and my mailing address.
Nobody was asking airline employees to post their details on the internet so it's a poor comparison.

Quoting Electech6299 (Reply 102):
Example A: "OK, Mr. Pax, since you're such a jerk, my name is Jane Smith, that's S-M-I-T-H. Don't misspell it. Now shut up and straithen up your seat before I have the marsall take you down." Example B: "I'm very sorry, Mr. Pax, My name is Jane and my employer has asked that I refer you to the flight information today since it's easier to track your comments that way. Our flight number is XXXX, and I'm the cheif gate agent."

Which is customer service again? I'd take example B any day of the week.

Your example makes no sense. You could just as easy have written Example B : "I'm very sorry, Mr. Pax, My name is Jane , Don't misspell it. Our flight number is XXXX, and I'm the cheif gate agent. Now shut up and straithen up your seat before I have the marsall take you down."

So just because you give you last name, you also have be rude is that it
 Confused

Very strange opinion on how customers should be treated.


Jimbo

Topic: RE: I Want Your Name, Employee Number, Social Security
Username: Electech6299
Posted 2006-03-10 22:55:35 and read 3982 times.

Quoting Bond007 (Reply 103):
So just because you give you last name, you also have be rude is that it

No, just the opposite (or more precisely, the contrapositive): That just because you don't give your last name, you don't have to be rude. Whether or not you provide your last name has no real bearing on how "rude" you are being (or, more to the point, what the quality of customer service is). While I respect your opinion as a corporate decision maker, I respect it as only that: an opinion, with little relevance on actual customer service. I'd rather my company manual stated "absolutely don't lose your cool, and state in clear and friendly terms why you "unfortunately cannot provide your last name"; than to say "In every instance a passenger asks your name and number, you must give it to them, without regard to personal safety."

Topic: RE: I Want Your Name, Employee Number, Social Security
Username: Electech6299
Posted 2006-03-10 23:03:51 and read 3982 times.

Quoting Bond007 (Reply 103):
So just because you give you last name, you also have be rude is that it

No, just the opposite (or more precisely, the contrapositive): That just because you don't give your last name, you don't have to be rude. Whether or not you provide your last name has no real bearing on how "rude" you are being (or, more to the point, what the quality of customer service is). While I respect your opinion as a corporate decision maker, I respect it as only that: an opinion, with little relevance on actual customer service. I'd rather my company manual stated "absolutely don't lose your cool, and state in clear and friendly terms why you 'unfortunately cannot provide your last name'"; than to say "In every instance a passenger asks your name and number, you must give it to them, without regard to personal safety."

Topic: RE: I Want Your Name, Employee Number, Social Security
Username: Airnewzealand
Posted 2006-03-11 01:12:09 and read 3943 times.

To all those people who say giving a name out will never cause someone to stalk an airline worker is incorrect!!!!


Just last year, within Qantas we had 5 flight attendants stalked when in home base by passengers!!!! They later admitted to tracking them down thru our badges...

At AirNZ their is a well publicised incident with a flight attendant who was also stalked just from a passenger who looked at her ID.

In regards to customer service... As a flight attendant for a non-US based airline, we do notice what you are saying, but we also understand that this is a US majority thing. You see down under in NZ and OZ, we apologise all too much really and say thankyou alot!!! Its a culture thing i think!!!!
Same as regards to Germans, they never say ANYTHING throughout a flight until they hop off. Thats when they tell you if the flight was fantastic or you forgot their red wine...

So to sum it up, its a culture thing.

Working in the industry it is very fustrating when people are just plain rude, but you cant do anything about it but smile, ask them what you can do to rectify the problem, and let me tell you, their is always something you can do... Like giving then an amenity kit from business class or first class!!!!I
find that if you listen, and let them finish what they have to say they usually have vented and then calm down.

Just remember its hard for someone to get angry at you if you smile smile smile!

Cheers and safe flying to all

Topic: RE: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-11 03:59:23 and read 3906 times.

Quoting Electech6299 (Reply 104):
"In every instance a passenger asks your name and number, you must give it to them, without regard to personal safety."

Nobody said that, and why would they??
Let's not make things up. Everyone would agree that is a stupid policy. It's typical of taking these a.net discussions to the extremes!

Quoting Electech6299 (Reply 105):
Quoting Bond007 (Reply 103):
So just because you give you last name, you also have be rude is that it

No, just the opposite (or more precisely, the contrapositive): That just because you don't give your last name, you don't have to be rude. Whether or not you provide your last name has no real bearing on how "rude" you are being (or, more to the point, what the quality of customer service is).

Then why the heck did you write this  Confused

Quoting Electech6299 (Reply 102):
"OK, Mr. Pax, since you're such a jerk, my name is Jane Smith, that's S-M-I-T-H. Don't misspell it. Now shut up and straithen up your seat before I have the marsall take you down."

What you are arguing has nothing to do with this discussion!

Keep up the good service ..... I'm done, and I've certainly learned a lot regarding my experiences of airline customer service direct from the employees - and I wasn't impressed.



Jimbo

Topic: RE: I Want Your Name, Employee Number, Social Security
Username: AA767400
Posted 2006-03-11 08:35:05 and read 3854 times.

Quoting Bond007 (Reply 107):
Keep up the good service ..... I'm done, and I've certainly learned a lot regarding my experiences of airline customer service direct from the employees - and I wasn't impressed.

Jimbo, It is plain and simple. Just because you don't give your last name does not mean you are RUDE, and are giving bad service.

I give you my first name, and employee number.(Most have their nametags on) You demand more because I have yours on a passenger list. So you are telling me that "You got mine, I want yours!" An eye for an eye.

You see it as bad service, and having something to hide.

The bottom line is that it is a scare tactic from a person. And if the first name on the name tag won't suffice, then you are looking to do something. This is not a real issue here, and I find that people like yourself seem to find a negative in ANY situation. Simple put, you will never be satisfied in life looking for perfection.

Topic: RE: I Want Your Name, Employee Number, Social Security
Username: Bond007
Posted 2006-03-11 15:49:07 and read 3768 times.

Quoting AA767400 (Reply 108):
Just because you don't give your last name does not mean you are RUDE, and are giving bad service.

Never said it was. There were plently of examples given of bad service.

Quoting AA767400 (Reply 108):
I give you my first name, and employee number.

Yes, and that is perfectly adequate information, as I (and others) have mentioned many times.

That's very different from, and I quote "I'll give them my first name. That's all they need. No more, no less. They have no need for my employee number. So I will not give it. If they don't like it, they can deal with it. "

oops...I said I was leaving....sorry  Smile


Jimbo

Topic: RE: I Want Your Name, Employee Number, Social Security
Username: Zkpilot
Posted 2006-03-16 04:07:07 and read 3561 times.

I had a pax (who was being extremely rude, obnoxious and annoying to the pax around them) ask me for my name and staff number after I refused to help him Que jump! I walked right up close to his face and held my id an inch infront of his nose and said "There you go, do what you like with that info because I have all these passengers and fellow staff to back me up over anything you say, so I suggest you calm down, wait your turn, and stop annoying these other passengers!" I never did get a letter of complaint from him, but did get a round of applause from the people around him.  Smile

Topic: RE: I Want Your Name, Employee Number, Social Security
Username: FI642
Posted 2006-03-16 17:52:50 and read 3411 times.

The gates where zippyjet is working are really horrible. A couple of months ago I was catching one of his carriers flights, and there were some passengers off of a canceled flight that were ready to carve up and eat the gate agent, as if it were the agents fault the plane didn't go.

People have no manners, consideration, or courtesy when they travel. I don't miss working with them one bit. It's sadly not limited to aviation. Last week I saw a woman go nuts in Home Depot about poor service. She didn't know what it was she was looking for, or what it was called.... yet it was the employees fault!

Topic: RE: I Want Your Name, Employee Number, Social Security
Username: Zippyjet
Posted 2006-03-17 04:26:11 and read 3277 times.

Quoting FI642 (Reply 111):
The gates where zippyjet is working are really horrible.

They are not that bad. Sometimes the ticket counter is more of a test of patience. It was just that one incident where the actual passenger was not rude at all. She was meek. It was her major league tube steak of a fiance up in Boston that was calling the shots and acting like a drama queen straight from hell! I actually feel sorry for her because something tells me that phantom pain in the ass has the potential to make this young woman's life the stuff they make weepy creepy dramatic movies on CBS or better yet those real tear jerkers on Lifetime TV. The ones where the yuppie husband is holier than though, likes to abuse his wife, kids, pets and of course us hard working airline employees. But he has a secret life donning nothing else but a diaper and trolling for chicken and I don't mean the clucky ones that Purdue serves up.


I want that redneck airline gate agent caned, given electroshock therapy, fired and then given death by lethal injection! And you are going to give me, my meek doormat squeeze free first class flights for life!


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