Ok, first of all, let me say that a bad agent (clearly you aren't one) can ruin a person's impressions about an airline. There's one DL supervisor
who is pretty much the entire reason I will never fly DL
again if I can avoid it (he, among other things, called me a liar to my face ["My airline doesn't lose luggage; you must be lying, I don't beleive you!"]. I didn't, and still don't appreciate that).
On the other hand, a good agent is awesome and will do much to shape the one's opnion of an airline, for example, all but one of the CO
agents I've encountered, and one particular UA
agent at ORD
So, big things - for me at least,
1) Treat me as I treat you, like a human and with courtesy. "Please", "Thank You", "Sir", "Ma'am", "I'm sorry"/"I appologize..." go a long way.
2) Be honest. If you don't know the answer, tell me. Don't avoid answering the question and certainly don't make one up. If we're going to be delayed, tell me how long you really think it will be.
3) Be patient. 'nuff said.
4) Explain. Especially if you're giving me bad news. Don't give a non-answer like "Because that's the way it is".
5) Don't blow me off; if you can help solve my problem and aren't assisting someone else, please do. I really don't enjoy having to walk from the gate to the customer service counter and back to the gate (and then back to the customer service counter) if I don't have to.
6) Acknowledge me. If I approach the podium and you're busy closing out a flight or whatever, say something like "I'll be with you in just a moment, sir" so I know you've seen me. There's nothing like standing in front of a podium for 5 minutes wondering if you're intentionally being ignored.
7) Feel free to give me information without me asking. When I was checking in for my flight to EWR
yesterday the CO
agent at checkin told me "just so you know, Newark is currently experiencing weather delays; looks like it will be about 2 hours...". This was great, I knew that I had plenty of time to stroll the airport, get some food, whatever.
8) Kick people who try boarding before they're suposed to to the back of the line. It annoys me when pax don't follow directions; it really annoys me when the agents let them board. If it's to be a free-for-all, announce it as a free-for-all.
So, wow, that was a lot longer than I thought it would be...hopefully it makes sense, if any clarification on anything would help, I'd be glad to provide more info.
CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile