Sponsor Message:
Civil Aviation Forum
My Starred Topics | Profile | New Topic | Forum Index | Help | Search 
UA 2 Hour Delay - No Apologies  
User currently offlineIkramerica From United States of America, joined May 2005, 21529 posts, RR: 59
Posted (5 years 5 months 3 weeks 1 day 9 hours ago) and read 10443 times:

Yesterday LAX-KOA morning flight was delayed 2-hours (ultimately, as we took off at 10:35). It was a delayed aircraft arriving, not weather or mechanical.

Now 2 hours is not a huge deal, especially when going on vacation (though I did miss the end of my friend's lavaman triathlon because of the delay). And UA was nice enough and the Y+ seat was fine.

What really took me aback though was that not once did anyone from the airline say "we are sorry for the delay" or "thank you for being patient" or whatever. In 30+ years of flying, this is the first time, across the board, not one person from any airline bothered to simply ignore that passengers were inconvenienced. Delays happen, but the crew always says something on to thank the passengers for being put out, which to me goes a long way toward convincing pax that they matter and they should fly the airline again in the future.

The pilot didn't say it, the gate agents, the F/As, etc. It was as if it was 100% business as usual, and I've really not experienced anything like that before. (It's been 20 years since I last flew UA because of such poor experiences in the late 80s, but I figured I would try them again, as it's a "new generation" of employees running things.) The closest anyone came to the word "sorry" was when our LAX gate was being used for an SFO flight and the SFO agent asked everyone to "please be patient, as our flight will be the next on the gate." But that was about it. Otherwise, when boarding came, they treated it as a typical boarding.

Are UA employees trained to actively NOT say sorry or thanks for being patient lest they be admitting fault to customers that can be used against the airline? To me, when an airline treats a delay not due to weather so casually, it makes me feel as delays are just SOP for them so they've become immune. And on this flight, which is listed as on-time a mere 60% of the time despite being between two airports that rarely have any weather delays, (pretty poor) but maybe the crew is so used to it it doesn't faze them anymore?

UA should realize that I do have a choice in non-stop air travel between LAX and KOA. I debated between AA or UA, and decided to give UA a try.


Of all the things to worry about... the Wookie has no pants.
112 replies: All unread, showing first 25:
 
User currently offlineToltommy From United States of America, joined Dec 2003, 3292 posts, RR: 4
Reply 1, posted (5 years 5 months 3 weeks 1 day 9 hours ago) and read 10374 times:

OMG.... You are in Hawaii and you need something to crab about?

Since you were at the gate waiting so patiently, where did the inbound plane come from? Might not have been a mechanical or a weather delay due to weather on the ground as you say, at least not on the flight inbound to LAX. But it could have been earlier in the day, it could have been headwinds. The weather at the two airports you flew between is irrelevant. Could have been one of a thousand reasons. Crew rest, headwinds, ATC reroutings, etc.

The crews work harder than ever before, the planes need to fly more hours in a day in order to give you, the travelling public, the cheap fares you crave. Ticket prices in real dollars have not increased since 2000. The UA employees have taken real paycuts. Yet they turned the airplane to get you out as quickly as they could. Sounds like they kept you informed, just didn't attempt to kiss your a$$. Don't complain about missing the end of your friends triathalon. If you scheduled yourself that closely, you left yourself no room for error.

Quite honestly, if it's out of their control, why should they apologize? I find it hard to believe that the counter wasn't swarmed by people wanting to know what was going on, and that the agent didn't explain. If they didn't say "sorry", so what? You want air travel priced like a commodity, yet airport service like it's not. Sorry, but the travelling public has made it clear. It's all about the price, not the "experience".


User currently offline777STL From United States of America, joined Dec 2004, 3642 posts, RR: 3
Reply 2, posted (5 years 5 months 3 weeks 1 day 9 hours ago) and read 10336 times:

You're complaining about a two hour delay? Are you serious?

I fly AA exclusively and I've experienced similar delays regularly - never an apology and I don't think I deserve one. The grass isn't greener on the other side. S**t happens, welcome to modern air travel. You're just another number on the bus.



PHX based
User currently offlineTrex8 From United States of America, joined Nov 2002, 4768 posts, RR: 14
Reply 3, posted (5 years 5 months 3 weeks 1 day 9 hours ago) and read 10303 times:
Support Airliners.net - become a First Class Member!

2 hours is nothing these days for any airline. yes it would be nice to have someone say something, even nicer to have the station manager grovel at your feet. but don't hold your breath!

FWIW I was delayed 4 hours on a transpac flight on UA last fall and they gave everyone a $100 coupon, or at least everyone who filled in something they handed out on the plane! and it seemed like half the pax didn't know what it was for or how to fill it out!


User currently offlineB752OS From United States of America, joined Dec 2005, 1322 posts, RR: 0
Reply 4, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 10239 times:



Quoting 777STL (Reply 2):
You're complaining about a two hour delay? Are you serious?

I fly AA exclusively and I've experienced similar delays regularly - never an apology and I don't think I deserve one. The grass isn't greener on the other side. S**t happens, welcome to modern air travel. You're just another number on the bus.

What would be an acceptable amount of time where his complaint would be valid?

I was delayed 2 and a half hours on a UA flight a couple of months ago (same circumstances) and was late to an important meeting. Was I annoyed? You bet. Everyone has a right to be mad and annoyed when a service they pay for is not performed on time.


User currently offlineNWADC9 From United States of America, joined May 2004, 4897 posts, RR: 9
Reply 5, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 10222 times:

YX apologized for every delay on my flights, and the delay was only around 30-60 minutes or so. I find it more or less a courtesy and an acknowledgment of the fact than something deserved.


Flying an aeroplane with only a single propeller to keep you in the air. Can you imagine that? -Capt. Picard
User currently offlineRussianJet From Belgium, joined Jul 2007, 7703 posts, RR: 21
Reply 6, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 10216 times:
Support Airliners.net - become a First Class Member!



Quoting 777STL (Reply 2):
You're complaining about a two hour delay? Are you serious?

No he isn't. I suggest reading the post properly. The issue is the lack of apology.

Quoting Trex8 (Reply 3):
2 hours is nothing these days for any airline

Yes it is, and that kind of attitude is responsible for making flying so much more of a chore these days.

Quoting Trex8 (Reply 3):
even nicer to have the station manager grovel at your feet

OP suggested nothing of the sort. No need to exaggerate and deliberately miss the point.

Quoting Ikramerica (Thread starter):
In 30+ years of flying, this is the first time, across the board, not one person from any airline bothered to simply ignore that passengers were inconvenienced

THAT is the point.

That, and the fact that it is the most basic, elementary, simple, obvious part of good customer service to apologise to customers when things don't go as planned. Regardless of the reasons, and there may have been good ones for the delay, it is the FIRST thing that any sensible company would do if they actually value people's custom even one iota. Even Ryanair will apologise for a half hour delay, never mind two hours.

These negative responses astonish me, but then like I say, they are representative of the reasons behind a lot of poor service these days, or at least the expectation of poor service.



✈ Every strike of the hammer is a blow against the enemy. ✈
User currently offlineTrex8 From United States of America, joined Nov 2002, 4768 posts, RR: 14
Reply 7, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 10202 times:
Support Airliners.net - become a First Class Member!



Quoting B752OS (Reply 4):
What would be an acceptable amount of time where his complaint would be valid?

when the delay is longer than the actual scheduled flight time! Big grin

but seriously, yes its darn annoying but the way air travel is these days if I really absolutely must be somewhere at a certain time, I make sure my flight is planned to arrive hours before that appointment or I have even gone the day before and forget those less than one hour connection times.


User currently offlineEghansen From , joined Dec 1969, posts, RR:
Reply 8, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 10180 times:

Honestly, I hardly ever notice if a flight is late unless I have a tight connection.

What with my iPod, laptop and cell phone, I usually sit in the waiting area in a zombie-like trance until I see a herd of people head for the gate. Then I join them.

At least you got to sit down and go to Starbucks while waiting. Flight delays are not nearly as bad as TSA lines where you have to queue for an hour pushing your suitcase in front of you, wishing you could go pee but can't because you would lose your place and listening to the airline employees walking up and down the line calling out all the flight numbers except yours for expedited processing.


User currently offlineRedFlyer From United States of America, joined Feb 2005, 4327 posts, RR: 28
Reply 9, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 10145 times:



Quoting Ikramerica (Thread starter):
It was as if it was 100% business as usual,

I think for UA and a lot of other airlines, it is in fact business as usual.

Quoting Ikramerica (Thread starter):
I figured I would try them again, as it's a "new generation" of employees running things.

If you think about it, this new generation of employees that are running things came of age long after the passage of deregulation. In other words, they have no memories of what it was like to fly pre-deregulation, when airlines actually cared about their customers.



My other home is a Piper Cherokee 180C
User currently offlineXXMHxLHx5lXx From Germany, joined Mar 2007, 51 posts, RR: 2
Reply 10, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 10145 times:

I'm always sorry to read about these kinds of 'incidents'.
But I can tell you that it's not everyday business with UA. At least not from what I experienced. Last time I got on a United plane was back in October. UA Mainline AUS-SFO.
The screens at the gate showed the wrong flight - the agent apologized.
The flight wasn't on-time at the gate due to late inbound - the agent apologized.
The flight got even more delayed due to tech problems - the crew apologized.

So I for myself can't say that they don't apologize.. can't say that anybody was rude.. can't say that they acted as if they don't care about the passengers.. was a normal delayed flight handling.

They COULD've dropped a sorry or an apology here or there.. but I don't really think that they don't care.

Enjoy you holiday!! Best of luck for the return flight!



A319 A320 A321 A332 A333 A342 A343 A300 A388 B722 B732 B733 B734 B735 B738 B742 B744 B748 B752 B763 B772 DC-3 DC10 DHC4
User currently offlineArcrftLvr From United States of America, joined Nov 2006, 826 posts, RR: 0
Reply 11, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 10034 times:



Quoting Toltommy (Reply 1):
why should they apologize? I find it hard to believe that the counter wasn't swarmed by people wanting to know what was going on, and that the agent didn't explain. If they didn't say "sorry", so what? You want air travel priced like a commodity, yet airport service like it's not. Sorry, but the travelling public has made it clear. It's all about the price, not the "experience".

This statement completely embodies the resentment that the airline industry has against the travelling public.

I don't understand why it would be so hard to make a quick statment apologizing for the delay. Making a quick 20 second announcement would go a long way....It's the easiest and most cost effective way to retain customers. However, the majority of the airlines have made it very clear that customer retention is NOT their top priority. But, of course, as Toltommy says, that's the passengers fault. Nice attitude.


User currently offlineIowaman From United States of America, joined May 2004, 4401 posts, RR: 6
Reply 12, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 10005 times:
AIRLINERS.NET CREW
FORUM MODERATOR



Quoting 777STL (Reply 2):
I fly AA exclusively and I've experienced similar delays regularly - never an apology and I don't think I deserve one. The grass isn't greener on the other side. S**t happens, welcome to modern air travel. You're just another number on the bus.

What a poor attitude.

Quoting ArcrftLvr (Reply 12):
I don't understand why it would be so hard to make a quick statment apologizing for the delay. Making a quick 20 second announcement would go a long way....It's the easiest and most cost effective way to retain customers.

 checkmark 

Quoting ArcrftLvr (Reply 12):
But, of course, as Toltommy says, that's the passengers fault. Nice attitude.

Unfortunately that's the impression on got on United a few weeks ago, and it's too bad I will be driving to MSP to fly WN next time. Screw the customer, your just a number and we don't care if you come back.



Next flights: WN DSM-LAS-PHX, US PHX-SJD. Return: US SJD-PHX, WN PHX-MDW-DSM
User currently offlineCubsrule From United States of America, joined May 2004, 23011 posts, RR: 20
Reply 13, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 9975 times:



Quoting RussianJet (Reply 6):
That, and the fact that it is the most basic, elementary, simple, obvious part of good customer service to apologise to customers when things don't go as planned. Regardless of the reasons, and there may have been good ones for the delay, it is the FIRST thing that any sensible company would do if they actually value people's custom even one iota. Even Ryanair will apologise for a half hour delay, never mind two hours.

No more calls, we have a winner. Apologies cost nothing, and they make people much happier. Why not apologize? A DL pilot apologized to my flight for a ~20 minute delay a couple of weeks ago. Was it necessary? Absolutely not. Was it a nice touch? Certainly.



I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineArcrftLvr From United States of America, joined Nov 2006, 826 posts, RR: 0
Reply 14, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 9964 times:



Quoting Toltommy (Reply 1):
The UA employees have taken real paycuts.

You understand that they have the option of quitting, right? Typical employee cry-baby comment.

Quoting Toltommy (Reply 1):
Ticket prices in real dollars have not increased since 2000.

No, the airlines have just eliminated the services that used to be included in the tickets. So, technically, ticket prices HAVE increased. Since 2000, passengers no longer get meals on flights of 3 hrs and longer (except on CO), in fact, if you want to eat a crappy meal, you now have to pony up $5-$10 to eat, you have to pay for a pillow and blanket, alcohol is now $7, soda and non-alcoholic beverages are now $2, you have to pay for every piece of luggage that gets checked, the list goes on...

Quoting Toltommy (Reply 1):
, just didn't attempt to kiss your a$$.

Re-read the post. He never asked for that....

Quoting Toltommy (Reply 1):
Quite honestly, if it's out of their control, why should they apologize? I

Because they have a responsibility to the paying customer.


User currently offlineRwSEA From Netherlands, joined Jan 2005, 3104 posts, RR: 2
Reply 15, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 9963 times:

I agree with the OP - UA sucks when it comes to delays. There's rarely an apology, any sort of update - it's just business as usual as far as the gate agents are concerned.

Between my last four UA flights, I've spend 20 hours delayed in either ORD or DEN. I can tell you that in NONE of these cases was there timely information, status updates, or apologies. That was the point where I said UA is no longer worth my business. I've been UA-free for about two years now, and am not missing it one bit.


User currently offlineShamrock321 From Ireland, joined May 2008, 1598 posts, RR: 1
Reply 16, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 9952 times:

Any type of delay should be followed by an apoligy! The comments about complaining about only a 2 hour delay really show how things have gotten and how much people are willing to accept these days!

Any type of delay boarding, baggage etc should have an announcement just so the passengers know that they have been forgotten about, its hardly a difficult thing to do and the great theing about an apoligy is its free!


User currently offlineLAXintl From United States of America, joined May 2000, 25369 posts, RR: 49
Reply 17, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 9953 times:

For starters the delay was not 2 hours. I show UA57 arriving KOA 1:24 late.

But anyhow, more specifically the delay was due to crew issues resulting from weather delay the night prior. The Midwest has gotten slammed with thunderstorms, and even some snow in Chicago this weekend.

Enjoy Hawaii in the mean time.



From the desert to the sea, to all of Southern California
User currently offlineArcrftLvr From United States of America, joined Nov 2006, 826 posts, RR: 0
Reply 18, posted (5 years 5 months 3 weeks 1 day 8 hours ago) and read 9931 times:



Quoting Iowaman (Reply 13):
Unfortunately that's the impression on got on United a few weeks ago, and it's too bad I will be driving to MSP to fly WN next time.

Yet, the airlines don't understand why they aren't making money, but WN does? Hmmmm. Seems pretty simple to me.

I think what the airlines have lost is something that would cost them nothing. No overhead, no additional expense, nothing, nada, zilch. Class. It takes nothing to be a class act, just good employees and unfortunately, a lot of airlines don't have enough of them.


User currently offlineCrewchief From , joined Dec 1969, posts, RR:
Reply 19, posted (5 years 5 months 3 weeks 1 day 7 hours ago) and read 9915 times:

I think it's instructive to note that on this aviation forum most of the respondents chose to attack the OP instead of the issue. That's a clear indication of what's wrong with most US carriers nowadays -- if anyone complains, they are at fault, or unfair, or unforgiving, or something else. Only the passengers that are sheep, or better yet, self-locating packages, are tolerated.

I realize that some crews are above such childishness, and some airline cultures look more favorably towards the passengers than others, so please don't misinterpret this as a blanket indictment -- it's plainly not. It's merely an observation about the correlation between most of the responses in this thread, and the way passengers seem to be viewed by most of the carriers.


User currently offlineKhobar From United States of America, joined Mar 2006, 2379 posts, RR: 3
Reply 20, posted (5 years 5 months 3 weeks 1 day 7 hours ago) and read 9855 times:



Quoting Toltommy (Reply 1):
The crews work harder than ever before

Complaining, doing their nails, gossiping. I mean, really - they've eliminated service leaving them very little to do. Why, they don't even have to do the safety presentation any more - just hit a button and let the television do it for them.

Quoting Cubsrule (Reply 14):
No more calls, we have a winner. Apologies cost nothing, and they make people much happier. Why not apologize? A DL pilot apologized to my flight for a ~20 minute delay a couple of weeks ago. Was it necessary? Absolutely not. Was it a nice touch? Certainly.

Absolutely. "Good manners don't cost nothing, do they, eh?"


User currently offlineAFGMEL From Australia, joined Jul 2007, 744 posts, RR: 0
Reply 21, posted (5 years 5 months 3 weeks 1 day 7 hours ago) and read 9745 times:

Seeing the replies berating the OP for having the temerity to mention the lack of apology, I understand why US airlines have such bad service.


B 727-44/200 732/3/4/8/9 767-3 742/3/4, 772/3, A319/20/21 332/333 342/3 , DC3/4/10, F28/50/100, ATR72
User currently offline777STL From United States of America, joined Dec 2004, 3642 posts, RR: 3
Reply 22, posted (5 years 5 months 3 weeks 1 day 6 hours ago) and read 9616 times:



Quoting B752OS (Reply 4):
I was delayed 2 and a half hours on a UA flight a couple of months ago (same circumstances) and was late to an important meeting. Was I annoyed? You bet. Everyone has a right to be mad and annoyed when a service they pay for is not performed on time.

I never said he didn't. But this whole situation is par for the course for US airlines. He must not fly very often if a two hour delay rattled him enough to come on here and post about it.

Quoting ArcrftLvr (Reply 12):
I don't understand why it would be so hard to make a quick statment apologizing for the delay.

Welcome to the business world where the CYOA mentality reigns supreme. Apologizing implies guilt, which could come back to bite the employee in the ass at some point. I don't blame them for not apologizing, if it weren't my fault, I wouldn't have apologized either. I've apologized for issues that weren't my fault in the past and it did come back to bite me in the ass - I learned that lesson quickly.

Quoting Crewchief (Reply 20):
I think it's instructive to note that on this aviation forum most of the respondents chose to attack the OP instead of the issue. That's a clear indication of what's wrong with most US carriers nowadays -- if anyone complains, they are at fault, or unfair, or unforgiving, or something else. Only the passengers that are sheep, or better yet, self-locating packages, are tolerated.

So why complain on an unrelated aviation enthusiast website? If you're seeking results, go write a complaint letter direct to United and quit wasting your time here.



PHX based
User currently offlineTrex8 From United States of America, joined Nov 2002, 4768 posts, RR: 14
Reply 23, posted (5 years 5 months 3 weeks 1 day 6 hours ago) and read 9599 times:
Support Airliners.net - become a First Class Member!



Quoting AFGMEL (Reply 22):
Seeing the replies berating the OP for having the temerity to mention the lack of apology, I understand why US airlines have such bad service.

the OP flew one UA flight in 20 years and he had one not so great experience. I fly about 30 flights annually with UA for the last decade and I would say while they may not apologize 90% of the time, they do far more often than not. Could they do better, probably. Should they do better, yes. I have had totally sh.. flights on BA and SQ in the last 5 years (3 on BA and 1 on SQ). I would say half my AA flights (all of maybe half dozen in the last 10 years) have been delayed an hour or two each time -ok so I live in Chicago too which doesn't help, but that doesn't explain why AA always shaft me more than when I fly UA!. I won't talk about my NW experience when I lived in MN, I am still recovering from that trauma! Statistically then that makes them totally worthless airlines by the general feeling of some here.
I firmly believe in customer service but one bad experience while unfortunate does not make for a broad generalization of the service of one airline, even one which ranks near the bottom of most customer surveys!


User currently offlineN867DA From United States of America, joined May 2008, 1008 posts, RR: 0
Reply 24, posted (5 years 5 months 3 weeks 1 day 5 hours ago) and read 9580 times:



Quoting Toltommy (Reply 1):

Quite honestly, if it's out of their control, why should they apologize? I find it hard to believe that the counter wasn't swarmed by people wanting to know what was going on, and that the agent didn't explain. If they didn't say "sorry", so what? You want air travel priced like a commodity, yet airport service like it's not. Sorry, but the travelling public has made it clear. It's all about the price, not the "experience".

This attitude is what has made flying such a miserable experience, almost from start to end.



A nation turns its lonely eyes to you
25 AFGMEL : They should always apologise. If it's not their fault (wx, ATC etc) then they should explain. It's good customer service. This is the point I am maki
26 Cubsrule : How does "I'm sorry, but ATC has given us a takeoff slot of 6:15" imply guilt?
27 ArcrftLvr : I'm not sure I understand how an apology will come back to bite an employee in the ass.
28 Carfield : The responses in this thread amazes me and now I understand why the US airline industry is so in troubles and why the US government is afraid to allow
29 Rongotai : Anybody who flies to an 'important meeting' and only gives themselves a 2.5 hour cushion, is asking for trouble and making irresponsible personal dec
30 UAL747 : My sentiments exactly. These are the people who yell at the customer service agents and throw tantrums when their flight is delayed because that have
31 ADent : Sounds like business as usual at UA. I worked at UA. Mom work 25+ years at UA. We both are avoiding it lately because of the attitude (and personally
32 Ss278 : The reason he should expect an apology even if the delay was out of the airline's control is because of something we in this country have either lost
33 JMBWEEBOY : The acceptace of "mediocrity" by a majority of those posting here is incredible. No wonder U.S. air travel is the garbage product it is! JMBWEEBOY
34 MHTripple7 : This is precisely why I avoid UA and prefer to fly with other airlines who are cheaper and have WAY better service. B6, F9, DL, WN, and even FL come t
35 Chapavaeaa : I'm a former AA employee. I left the airline a dozen years ago. Up until a year ago I did about 120 nights on the road annually as a paying passenger
36 DLMD90 : In my experience UA seems to be at the bottom of the barrel when it comes to customer service, they have lost my luggage twice, and made me feel as if
37 Platinumfoota : Right, since there are thousands of airline jobs out there right??? If you have never worked for an airline dont preach about what employees should o
38 AWACSooner : Some of you guys are truly pathetic in attacking the OP. The issue here is the fact that airlines are losing their sense of courtesy nowadays...to the
39 Csm737 : "Right, since there are thousands of airline jobs out there right??? If you have never worked for an airline don't preach about what employees should
40 ATTart : What does it take to say? " On behalf of United and myself I am sorry for the delay" Even though the delay may not be my fault. So what!!!!!!!!!! It i
41 Commander_Rabb : Seriously? Your quote.... "Delays happen, but the crew always says something on to thank the passengers for being put out, which to me goes a long way
42 Arcrftlvr : Well, if they are going to bitch and moan about their job and take it out on the customer, then do something about it. If they can't or won't, then s
43 Smcmac32msn : Alright..... According to FlightAware.com, this flight arrived 1:42 late..... but left LAX 1:58 late. Its not when the plane lands for a delay.... it
44 Chapavaeaa : I'm a bit flabbergasted.....I don't think a number of people on this board understand the real issue. If I were king of UAL....what should have happe
45 United1 : I can say the same thing about DL, US, WN or AA... Back in 2003 when I lived in ATL and DL was my primary airline I couldn't even begin to tell you h
46 Platinumfoota : Never did I say that airline employees should have a lack of wellness for their customers, I simply stated that quiting in these times is not really
47 Ikramerica : I think part of the reason people were frustrated was that to make the 9:22 flight, passengers have to get up pretty early in the morning to be on tim
48 Skyrat : Really? Cause I'm pretty sure the arrival is what matters the most. Also the airlines do get "graded" on arrival delays. A real departure time huh? L
49 AFGMEL : This is another example of my number 1 bugbear. People - and in particular customer "service" people - mistake reasons for excuses. Unless and until t
50 Phelpsie87 : For the OP....did you ever walk away from the gate area, talk on your cell phone, listen to your iPod, or read a book prior to boarding?? Also, did yo
51 Jetfuel : Some airlines care about their customers, others simply treat them as self loading freight. I go out of my way to fly Southwest, JetBlue, Virgin Ameri
52 Burkhard : A little word would have been on place. Last Saturday I made a train trip in Germany, the train was late by 6 minutes and they apologized for this. Si
53 United1 : Not exactly, your flight came in from ORD as UA12 that day.... It looks like you were on N598UA which routed ORD-LAX-KOA before heading onto other po
54 ManchesterMAN : I must say that when I had a 1 hour delay on LHR-IAD the crew and airport staff couldn't apologise enough. When we boarded it was anounced that due t
55 Post contains links Aaron747 : That concept is gone in standard American airline service generally, and in the larger culture has disappeared to some appreciable extent as well. Th
56 LAXintl : I'm not arguing. But unless the computer system is doctored it shows flight 57 arriving KOA 1:24 late, which to me is what counts. As myself, you've
57 RussianJet : What 'counts' is that there was a significant delay and no apology or acknowledgement. So the crew specifically might not be at fault, but it sure do
58 Braniff747SP : I aggre complely. It is the airlines obligation to give the passenger the service he paid for. Unfortunatly, now days it is ONLY what they paid for.
59 Bennett123 : There are two points on this thread that I find incredible. 1. That folk regard a 2 hour delay as normal. I remember some years ago that I flew to Bru
60 413x3 : the problem with society these days is everyone has entitlement issues. be happy you arrived at all, a 2 hr or less delay does not warrant an apology
61 Smcmac32msn : Try riding the Chicago El-Trains if you want to see how to run a franchise. I ride quite often, and as soon as the train takes an unexpected slow down
62 ArcrftLvr : I'm sure a gate agent can do a half-ass job and still not compromise safety. A lot of front line employees get bitched and moaned at for things that
63 Ewr767 : Some of you people I swear really need you take a chill pill. Have you ever for once thought that the airline as a whole has nothing do do with whethe
64 ArcrftLvr : Ummm, with all due respect, you are utterly and totally wrong. That absolutely reflects CO. Anyone in contact with the paying customers becomes the f
65 RussianJet : Entitlement? To good customer service when you're paying a company for a service? Damn right, otherwise I'll go spend my money else where. I think th
66 Rampart : If by VX you mean Virgin Atlantic, they are an example of an airline that goes out of their way to help and explain. It's probably calculated to make
67 Sq_ek_freak : While I think in this particular case an apology should have been issued, even if it was due to weather (not saying anyone should be comped, but an ap
68 N62NA : Yup - and that's quite common on flights in the eastern USA.
69 Bennett123 : Rampart Sorry, I meant Virgin Express. N62NA I find that almost unbelievable. Why do they bother with timetables
70 Platinumfoota : All I'm saying is that every time I have flown UA and there was a delay I was kept informed by both CS and Flight Crew, if for some reason UA did not
71 WNCrew : That's a very good point. Just for the record, I apologize for all delays regardless of length or fault. I doesn't take much time and while I DO genu
72 Ewr767 : Everyone has the potential to have a bad day. And you should also be able to expect consistent service. I'm sure when the guy went to his interview he
73 RussianJet : No, but a bad apple does reflect badly on everyone else and shouldn't be tolerated by either the company or the customer.
74 Cloudyapple : Did you pay for the $25 "Delay Apology" optional extra? I bet you didn't.
75 N62NA : Yeah, it's true. Most flights are to one of the major hub airports, and most of those hub airports (PHL, EWR to name two of the worst) were not built
76 Rongotai : It seems to me that there atre 3 issues on this thread: 1. What sort of expectation should passengers have of timeliness? I fly often and far (at leas
77 TheCommodore : I can't believe some of the respones's to this post. An apology cost nothing. No wonder American airlines have such a bad reputation around the world.
78 FLALEFTY : Passengers have sent the following messages to the airline industry: 1) We want to pay as little as possible for the best possible seat on your plane.
79 Chapavaeaa : WNCrew, good response...by the way...some of us also notice when your lives are inconvenienced, (even though it is a part of your job per se). I was
80 UAL747 : While I know you paid for your ticket, and I understand you for your "no-apolgy" but the airlines always thank you for flying them, and welcome you to
81 RussianJet : Nope. Customers should be polite, and it is nice to be complimented on doing a good job, but it should not be any sort of pre-requisite for deliverin
82 WNCrew : I always say that good customers get good customer service and bad customers get bad customer service. I realize that's a BROAD statement to make but
83 ArcrftLvr : I do this every time I leave the aircraft IF the pilots are standing at the door (this seems to occur about 50% of the time) and IF the F/As aren't b
84 GALLEYSTEW : I don't know how this thread got to ticket prices, but it did, and I feel a need to respond. I still have a ticket wallet from DELTA from 1968 with a
85 Burkhard : If the OP had asked for a 500$ check as compensation foir a two hour delay, I couldn't more than agree with you. But all he asked was a little word,
86 YWG747 : Why do people have nothing better too do then complain about flight delay's? Some times things happen.... be it bad weather, some sort of mechanical i
87 RussianJet : Here we go again. Please read the thread properly. The thread is not a complaint about the fact that there was a delay - it was about the fact that t
88 Ckfred : I was on AA2350, the 777 flight from DFW to ORD on 4/4. First, the flight was delayed about 35 minutes, because the plane needed a software upgrade. T
89 Ikramerica : Other than the delay in departing, I had a nice experience with UA to and from Hawaii and will fly them again. Again, I just find it a bit odd that th
90 AFGMEL : Every time I have had good service. Not on UA I hasten to add. I disagree. It's the legacy business model in the US with the exception of WN that cau
91 ASFlyer : Think again oh wise one. The cost of a coast to coast ticket has stayed pretty much the same since, say, 1985. In fact, many fares have gone down sin
92 Ikramerica : Even worse. I roundtrip ticket TATL (discount) has stayed about the same since 1969! Just watched an episode of Green Acres, and the roundtrip price
93 ArcrftLvr : Well instead of simply responding to my comment, your condescending tone has certainly put me in my place.
94 Abrelosojos : I am amused by this thread and the attacks on the OP. What is wrong with some of you? It is a 2 hour delay and it warrants an apology. It is 2 hours o
95 Ikramerica : That's how I feel about it, too. There should be no mandatory retirement age like SQ has, or anything like that, but it should be about attitude. If
96 ADent : The new hires aren't much better. UA pays new hires so little that you don't get a quality product in customer service or res agents or flight attenda
97 ArcrftLvr : Whatever happened to integrity? Or taking pride in your work? Does that not exist anymore?
98 ASFlyer : Yeah, my bad. Sorry for that. It just irks me when people talk about how expensive it is to fly today, and how the fees have just caused it to be so
99 SSTsomeday : I have had similar experiences on Air Canada; when clearly an apology or a simple acknowledgment of "the failure to deliver the product as it was sol
100 Flightopsguy : Strange. I've been on several UAL delayed flights recently (all due to mech/late turn) and on each one, the flight attendants offered an apology over
101 Brilondon : First of all I don't know why you should get an apology. Sh*% happens. You cannot be in control and it is just something that you have to put up with.
102 Ikramerica : Come on. Every young person who takes a job knows they are on probation, and they don't get all bent out of shape over the low pay. They have roommat
103 Brilondon : Bitter? You bet I am bitter towards UA. They are by far the worst airline to fly with. I find that their attitude is; I am not here to serve you but
104 Cpd : Lucky you - when I had that (we diverted to HNL) we got a coupon for a meal - US$8.00. Utterly lousy - hardly enough to even get rubbish greasy burge
105 777STL : That sounds more like an explanation instead of an apology. I already explained it. In any event, why apologize for something you're not sorry for an
106 Smcmac32msn : Because people like you whine about their pay gets lower and lower while the ticket prices go lower and lower. As said in reply 94 its basically a ch
107 Bennett123 : I am frankly appalled that so many people see a 2 hour delay as perfectly normal. I am further appalled that so many people take this "tough luck" att
108 ASFlyer : Actually, prices started dropping during the early 80's, soon after deregulation took effect. Airlines no longer had to heap on more amenities to com
109 ArcrftLvr : Because it's good customer service. Why is that so difficult to understand? Then why are you directing your venom to the OP? It's a bit misdirected.
110 ASFlyer : The last part of your paragraph speaks volumes. It's not an airline thing, rather I think it's more of a societal thing. Customer service is a lost a
111 SSTsomeday : Absolutely... "Due to (eg: weather/traffic congestion) ATC has given us a departure time of such and such. We apologize for the delay, and we will ke
112 Smcmac32msn : You expect less these days? I'm guessing these are the same people that pull into a congested road (cutting somebody off) then giving them the finger
Top Of Page
Forum Index

This topic is archived and can not be replied to any more.

Printer friendly format

Similar topics:More similar topics...
MH LHR - KUL 5 Hour Delay This Morning posted Tue Nov 13 2007 06:42:37 by AirWales
KLM 606 SFO-AMS 28 Hour Delay On Aug 3 posted Sun Aug 5 2007 22:07:43 by Flyswim
Globespan 48 Hour Delay JFK NOC posted Sat Jun 30 2007 17:31:56 by Styles9002
UA/SkyWest Delay 24hrs In Advance? posted Fri Mar 30 2007 22:37:51 by AA61Hvy
UA/DL Merger (No, Not A Rumor, Just An Idea) posted Thu Mar 15 2007 12:38:38 by 764
A 12 Hour Delay For AS 729? posted Sat Nov 11 2006 08:43:16 by AirTranTUS
More UA Pilots Saying 'no' To Channel 9? posted Wed Jun 14 2006 20:24:19 by FiveMileFinal
United Flt 95 6 Hour Delay Today! posted Thu Jun 8 2006 06:19:39 by N62NA
JAL Has A 7 Hour Delay In YVR posted Sun May 14 2006 06:43:18 by Ktachiya
CO1403 13 March 8 Hour Delay posted Mon Mar 13 2006 21:45:47 by BigOrange