planenutz
Posts: 1156
Joined: Fri Dec 31, 1999 5:50 am

Clueless Airline Employees

Tue Apr 24, 2001 1:37 am

I'm wondering if anybody has ever had an experience similar to mine.

Three weeks ago I flew from San Francisco (SFO) to Cape Town. The cheapest fare was with Virgin Atlantic, Flt. 20 to LHR then Flt. 620 to CPT with a 7 hour layover at Heathrow (which I didn't mind because of the great spotting opportunities).

I presented at the Virgin Atlantic check-in counter at SFO's new International Terminal 2 1/2 hours before departure. I approached the next available agent and handed over my passport and tickets. She pulled them out of the envelope and proceeded to stare at them blankly for about 5 minutes, flipping back and forth from ticket coupon to ticket coupon.

She then asked if I was going on to Cape Town with Virgin Atlantic, this when my onward ticket to CPT clearly indicated a VS flight number. I said "yes" and she then told me that she didn't even know that Virgin flew to Capr Town! She had to look up the airport code, even after I told her it was "CPT".

She then had to look up on the computer whether or not a visa was required for travel there. When she couldn't find the information in the computer she had to call over to another employee to find out. I assured her that one wasn't required, but she didn't want to believe me, and subsequently spent another 5 minutes moving from agent to agent trying to find out.

Once she had the airport code and visa requirements squared away she began checking me in, which for some reason took forever. The printed out two boarding passes, one for the SFO-LHR segment and then another for LHR-CPT, however, she told me that she was unsure whether or not I was really checked in all the way through to CPT, and to check-in anyway once I reached LHR. I told her that it appeared that I was checked all the way though, but she insisted that I make sure once a reached London. I thought this to be truly bizarre.

When I asked her what made her think that I wasn't through checked, she said that there was no gate assignment printed on the boarding pass. I told her that gate assignments aren't determined this far in advance at LHR, but she said I should check in again "just to be on the safe side". Needless to say I became quite concerned that my baggage wouldn't be checked through to CPT, but the agent told me that it was, and produced baggage tags that indicated that they were indeed going all the way to Cape Town.

Virgin Atlanic hires its own staff at SFO, and there is no handling agent. It seems that their training would include such items as the cities the airline serves, and how to check people in through to their final destination.

Once I got to LHR I exited customs and went straight to the VS customer service counter in Zone A departures. The agent there told me that I was checked through to Cape Town, and that I wouldn't have to wait in the monstrous line in front of the VS check-in counters. When I told her of my experience with her colleague at SFO, she told me that staff there are very used to only dealing with passengers who are flying point to point to LHR and no further, and that they just aren't used to checking passengers onto connectring flights.

Still, this didn't prevent me from emailing VS to complain.



Not all who wander are lost....
 
Guest

RE: Clueless Airline Employees

Tue Apr 24, 2001 1:42 am

You will get over this.
 
Guest

RE: Clueless Airline Employees

Tue Apr 24, 2001 1:47 am

And your point is?
 
Jaspike
Posts: 4843
Joined: Sat Feb 23, 2008 1:40 pm

RE: Clueless Airline Employees

Tue Apr 24, 2001 1:58 am

Virgin are good. I went with them to Japan from England. She probably checked your tickets etc. for safety reasons or something.

Jas
 Big thumbs up
 
travatl
Posts: 1943
Joined: Sat Mar 03, 2001 4:57 pm

RE: Clueless Airline Employees

Tue Apr 24, 2001 3:02 am

As an airline employee myself, I totally understand. With the economy as good as it's been, and airline's not paying competitive introductory wages for their ground crews, it has been very disheartening to see what is working at the counters and gates these days. Don't get me wrong, the majority of airline ground staff are indeed competent, efficient, and professional, but these folks hired in the last few years who are just in it for a paycheck are really frustrating.

I miss the days when it meant something to work for an airline. Now, it's just mass-transit.

Regards

Travis
 
RJNUT
Posts: 1182
Joined: Thu Dec 30, 1999 1:58 am

RE: Clueless Airline Employees

Tue Apr 24, 2001 3:49 am

I know the feeling... I have had similar experiences, even with senior agents with major US carriers, especially if entails anything out of the ordinary...One lady at Delta took 25 minutes to issue a free ticket , when i presented a cerificate (that only DL can Issue to you in person at the airport which is 30miles from town in KC)..she even started out by saying she didn't have time and could i come back some other time..Yeah , right!

The only airline people that can always be helpful and never seem to be "stumped" are those at Southwest,,because they dont complicate their product!!
 
Boeing757/767
Posts: 2179
Joined: Tue Jun 29, 1999 11:05 pm

RE: Clueless Airline Employees

Tue Apr 24, 2001 4:40 am

A lot of it, quite frankly, is a lack of geographical awareness among Americans. Add to that a low-paid job and you get a lot of "Duh!"

I mean, there are people here in the U.S. that think New Mexico is in Mexico or that Toronto is in the U.S.
Free-thinking, left-leaning secularist
 
deltairlines
Posts: 6876
Joined: Mon May 24, 1999 4:47 am

RE: Clueless Airline Employees

Tue Apr 24, 2001 4:53 am

Right, Americans don't really know much geography. I have also presented a boarding pass to board Delta when it was Medallion boarding time, but the agent claimed it wasn't on the ticket (it was).

Jeff
 
srbmod
Posts: 15446
Joined: Tue Mar 20, 2001 1:32 pm

RE: Clueless Airline Employees

Tue Apr 24, 2001 5:32 am

Having worked for two airlines, I've seen the incompetence first hand, not only when working, but also when flying non-rev. I've been booked on the wrong day for a flight by a gate agent, was given the run around about using my flight pass (I hadn't gotten my flight card yet), and when I was bumped, was told that I would have to wait until the next morning to fly out. The customer service rep wouldn't even put me on a flight that would get me closer to home, even though there were empty seats on that flight. Most frontline employees, gates agents, ticketing agents, customer service agents are having to do the job of several people alone, because many airlines cannot keep workers because they do not pay them enough to keep them there for longer than a few months. Many of the gate agents I dealt with had no clue about what was going on at ramp level. I've had them come up to me and ask for a certain bag (or if a certain bag was on board) telling me that it was a black bag (aren't they all!!). I've had them ask me where the crew was (what am I, a crew resource manager?), or do you know where the catering crew is? And I've been asked by the baggage agents at the terminal is the bags for a certain flight had gone landside, when I was in the transfer point on the other end of the concourse. What it simply boils down to is a lack of training, communication, and cooperation. Many customer service agents have no clue as to what goes on at the ramp level. They know nothing about having to load 100 bags with only one person, they have no clue on how to do a quick turn, they've never pushbacked or powerbacked an airplane, and lastly, they complain about having to be out in the weather for more than 5 minutes. This describes many, but not all customer service agents.
 
Tan Flyr
Posts: 1567
Joined: Sat Aug 19, 2000 11:07 pm

RE: Clueless Airline Employees

Tue Apr 24, 2001 9:45 am

Actually, this is a great thread. What Planenutz experienced is endemic to the entire US economy. Several factors already listed by others contibute to the "I don't know,so I don't give a s*** attitude.( yes we should do a better job of teaching geography, but i gues it doesn't pass the touchy-feely test of the NEA)

For several years the robust economy meant anyone could get a job anywhere. No commitment on some folks' part to a job.The recession will cure that, believe me. Maybe some employers will take the opportunity to weed out the dumb & dumber.

Srbmod covered alot of this from his front-line perspective. It's "Walmartization" of America.

 
Guest

RE: Clueless Airline Employees

Tue Apr 24, 2001 10:55 am

This is kind of strange. Though I might expect it from a short term working domestic agent (really no offense to ANY gate agents here, but I think you'll know what I mean) I have had 2 horrible experiences at the (old) intl terminal with United. United assigns each flight certain lines that you have to go in to, and on my trip to LHR last summer even though I got there well ahead of the flight, I had to wait in line for a very long time before finally getting to a completely incompetent agent who was supposed to have been being trained at the time, but her supervisor wasn't there so she was completely lost when I asked about a simple change of seating assignments, so I finally gave up on that and nicely asked for the boarding passes. She directed to walk down the international concourse and find my gate on the screens. ONE PROBLEM. My flight wasn't leaving from the international terminal...... UAs 777s do CDG and LHR depart from a shared (AA/UA) gate at the North Terminal.... yeah so that added just a BIT of a walk for me. I would think the agents would at least know where the gates are. The other was a problem with a flight to Toronto but I don't think anyone got to this point in my post so I'll skip it today.
 
A330_DTW
Posts: 357
Joined: Thu Sep 28, 2000 9:29 am

RE: Clueless Airline Employees

Tue Apr 24, 2001 11:16 pm

Even as an airline employee, I agree with Planenutz. There is no excuse for this type of incompetence from an airline that flies only TO or FROM one city (LON).

There are only four cities beyone LON that someone would be flying to if they were leaving out of SFO--CPT, JNB, ATH or DEL. Sure they fly to HKG, SHA and NRT. And that would only be three more city codes to learn! (But who from SFO would fly through London to get to Asia?!)

The other issue, spending 25 minutes on entry requirements to South Africa, is unbelievable! A few keystrokes in Timatic and the information is readily available. Even if you have to use Timatic Help, it's just a matter of filling in a few blanks to find visa requirements!

For an airline that prides itself on customer service they sure do need to improve their training for ground services employees!

 
ZOOMER
Posts: 216
Joined: Sun Dec 03, 2000 11:01 pm

RE: Clueless Airline Employees

Tue Apr 24, 2001 11:50 pm

I've had numerous experiences with inexperienced ground staff, not only in the States but here in Europe too. It's down to poor salaries, rapid staff turnover, seasonal staff requirements, poor training, poor resources etc. etc. The frustrating thing is that when you try and help them (I've been in the business 32 years) they want to insist that they know better than you (when in fact they seem to know very little). I have often witnessed unfamiliar pax getting bum info from agents. By the way, this problem isn't restricted to the airline business. It's the same with all transport companies and many other industries too.
 
Guest

RE: Clueless Airline Employees

Tue Apr 24, 2001 11:57 pm

Did you ever consider it her first week? Maybe her first day? It is not that big a deal. Please stop with generalizations about American's geographic incompetence. Sometimes they have to learn new entries and sometimes they may not know that American's don't need visas to SA. If she put him on the plane and he did in fact need a visa it would have been her ass on the line, since VS would have to fly her back at their cost.

Let's give her the benefit of the doubt. Did he miss the flight, lose his bags, misconnect, get the wrong seat, end up in TYO? No. So who cares?
 
sevenair
Posts: 1494
Joined: Sun Feb 04, 2001 7:18 am

RE: Clueless Airline Employees

Wed Apr 25, 2001 2:38 am

Staff at Teesside are thick as two short planks! After having to sufffer them for 12 hours i have came to the conclusion that being thick is a pre-requisite for working at this airport. I completely confused the catering staff by asking for peas with my sausage and chips instead of beans! They just couldnt understand what to do, with the price, even though i had a delay voucher with no change given, so a matter of a few pence shouldnt have mattered! I was at the airport 4 hours before anything resembling a plane came in-not mine unfortunately- that ame 8 hours later.
 
planenutz
Posts: 1156
Joined: Fri Dec 31, 1999 5:50 am

Wpr8e

Wed Apr 25, 2001 4:13 am

I guess at US$1,500 per ticket, I care.

Interestingly enough, when I checked in at CPT for the return flight, the contracted ground handling agent who worked for Swissport was able to check me in through to SFO without any problems or hindrances whatsoever. I was at the counter and heading to the gate after no more than 10 minutes with both boarding passes (CPT-LHR, LHR-SFO).

I think this opposit experience might illustrate to a certain extent most Americans lack of geographical knowledge (?).


Not all who wander are lost....
 
Guest

RE: Clueless Airline Employees

Wed Apr 25, 2001 4:31 am

I still don't get it. So it took you a few extra minutes to check in, what is the big deal. Virgin does not carry that many connecting pax across London so maybe it is new for them.

Well your experience certainly does give a concrete example of why Americans are stupid. Thanks for your insight. Your airline check-in example is just the kind of thing you should post on the www.whitehouse.gov website.

As one of my fellow American's, I hope you had a nice trip to South America.
 
ZOOMER
Posts: 216
Joined: Sun Dec 03, 2000 11:01 pm

RE: Clueless Airline Employees

Wed Apr 25, 2001 7:20 am

Well, there you go, an American who thinks JNB is in South america!!! Big grin
 
VirginA340
Posts: 2556
Joined: Sun Jul 17, 2005 12:35 pm

RE: Clueless Airline Employees

Wed Apr 25, 2001 7:35 am

I had the same problem with Kuwait Airways at JFK when I was traveling to DEL via LHR and Kuwait city at $1800 USD per ticket (3 tickets) You bet I do care. Simial instances happend to my dad when he flew Britsh Airways and UAL on the same route minus Kuwait City.
"FUIMUS"
 
ha2vegas
Posts: 147
Joined: Wed Apr 11, 2001 1:02 pm

RE: Clueless Airline Employees

Wed Apr 25, 2001 12:03 pm

As a Station GM for a US flagged carrier, my concern wouldn't be whether the agent knew ALL the ins and outs. As was stated maybe it was her first flight of her first day. I can excuse some temporary ignorance of the restrictions in place and of the timatic entries needed to find them.
Was she cordial, was she attentive to your needs, i.e. eye contact, pleasant attitude while explaining why she was having difficulty, reassuring you that she would handle those needs... these should be the earmarks of an aviation customer service professional.
Lacking theses characterisitcs, then yeah there are some issues here. If present, then yeah cut the agent a break and check out the service the next time you fly to Southhampton. Big grin
 
Guest

RE: Clueless Airline Employees

Wed Apr 25, 2001 1:08 pm

lol JNB in south america...... sweet jewsus....
 
Guest

Oh, Boy

Wed Apr 25, 2001 9:55 pm

Okay, first of all...I think Wpr8e was joking when he said JNB was in South America. He was purposely confusing South Africa with South America like a "stupid American." So, duh to all the rest of you who missed the wit of this "stupid american." As for this whole issue, the airline I work for does not make it easy to exchange tickets, sell tickets in exchange for coupons, etc. It's actually a fairly complicated process and even when you think you've given the computer all the correct information, sometimes it spits it back at you as if you've insulted its mother. I have always said, "Isn't there an easier way to do this?" But there isn't at this point and its very frustrating for agents when the computer will not cooperate and they have a passenger in front of them. As for this agent telling you to check in again in London, I don't see why you are complaining about that. She realized that she might not have been able to check you in all the way through, and rather than make you wait even more at SFO she sent you on your way, telling you to check, just to make sure. She could have said, "Yeah, yeah...you're fine...all checked-in...NEXT!", and then not really checked you in, and then you would have had a problem when you tried to board in London. She was just looking out for you. Its because agents have to deal with people like you who whine about the littlest things that gives the industry a bad name. Give me a break!
 
A330_DTW
Posts: 357
Joined: Thu Sep 28, 2000 9:29 am

RE: Clueless Airline Employees

Wed Apr 25, 2001 11:21 pm

Okay, I don't think Wp8re was joking when he wrote, "South America". I think he wrote that having only seen the letters "SA" in the previous post and thinking that the author meant South America.

I guess the person who wrote "SA" and meant South Africa has no clue about geography since "ZA" is the two-letter country code for South Africa.

As for the generalizations that Americans know nothing about geography based on the fact that the VS check-in agent did not know the city code for Capetown, that is purely ridiculous. Or the fact that she did not know whether a U.S. citizen needs a visa for travel to South Africa or not.

This has nothing to do with geography. It boils down to lack of training on Virgin's part; she did not know that her company flies to CPT, nor did she know how to access information regarding document requirements.

For a purely international carrier, her lack of knowledge is unacceptable.

 
Guest

RE: Clueless Airline Employees

Wed Apr 25, 2001 11:40 pm

Sense it appears that some people have lost their sense of humor on this Board I can confim that I did put South America in jest. As a matter of fact I have been to South Africa and South America and I can confirm to all my fellow stupid Americans that they are indeed different places.

So geographically imparied people everywhere, UNITE. Stand up for your inability to tell the difference between LGW and LGA. Shun those that say you can't distinguish between a rupee and a rupiah. Bet most of you can tell me what the capitol of our own country is? Who cares? Be proud. We rule the world.

Mountain out of a molehill
 
planenutz
Posts: 1156
Joined: Fri Dec 31, 1999 5:50 am

A330_DTW

Wed Apr 25, 2001 11:42 pm

As Afrikaans is not my first language (or my second or third for that matter), my English reference to South Africa as "SA" would seem acceptable enough.

Or, perhaps from now on, we should refer to the Republic of South Africa as "Zuid Afrika"? I'm sure it will make the multitudes of monolingual Afrikaanse speakers who use this discussion board quite comfortable.





Not all who wander are lost....
 
Guest

RE: A330_DTW

Thu Apr 26, 2001 12:47 am

Generalisations are not good...
But alot of people from the states are blissfully ignorant of alot of things!
Heck on the television the other night they were conducting an interview with a travel agent who was complaining that Americans kept asking if they spoke English in Australia! This is just plain stupid!

But who ever said Toronto was in the U.S. and Quebec was the capital of Canada was correct. We all know that America is the centre of the world, and the universe for that matter and may own whatever they wish and may erect another countries capital city where ever they wish just so they are never wrong  Big grin
 
ZOOMER
Posts: 216
Joined: Sun Dec 03, 2000 11:01 pm

RE: Clueless Airline Employees

Thu Apr 26, 2001 1:16 am

Now I'm confused. Is Wpr8e joking when he says capitol or can't Americans spell either? Big grin
 
Guest

RE: Clueless Airline Employees

Thu Apr 26, 2001 3:30 am

Actually that was a spelling mistake.

Capitol=the actual building
Capital=the city

Is that ignorance or just bad spelling?
 
N509JB
Posts: 486
Joined: Wed Nov 28, 2007 9:20 pm

Dude, Shut Up...

Thu Apr 26, 2001 5:37 am

well, of course not a lot of people fly SFO-CPT. she was probably not used to it. and by yer story, it seems like she was double checking to make sure. you got there as planned, yer bags got there as planned. she was taking good care of you, and what did you do? complained to Virgin and probably got this poor girl in trouble. congradulations, i hope you are proud of being such a jerk. lighten up on airline agents, they are HUMAN BEINGS and most arent soooo interested in aviation (like us enhthuesists are) to know every little detail.

good lord.

N509JB
 
planenutz
Posts: 1156
Joined: Fri Dec 31, 1999 5:50 am

No, I Won't "shut Up".

Thu Apr 26, 2001 6:18 am

Again, all I'm saying is that for US$1,500 a ticket, I don't think I shouldn't be kept waiting at a check-in counter for 25 min.

Incidently, VS responded to my complaint. They apologized for the inconvenience and credited my Flying Club account with 5,000 miles.

I'm satisfied.





Not all who wander are lost....
 
CactusA319
Posts: 2821
Joined: Fri Jan 21, 2000 1:51 am

RE: Clueless Airline Employees

Thu Apr 26, 2001 6:50 am


Well sir, that's why you arrive to the airport 1-2 hours in advance. Anyway $1,500 to go from SFO to CPT doesn't seem that bad. Like someone mentioned, she might be new and just not used to that routing, writing out connections, etc. The important thing is that you made it. I'm surprised how some people here take trips and then just can't wait to get on the forum to bitch about the slightest things.

"Oh the CSA took a long time to check me in. He/She is a clueless idiot. It's probably cuz she's American."

"The airline switched aircraft so I didn't get to fly on a 744. They suck, boo hoo."

"The IFE didn't work so I actually had to READ something. Oh the humanity."

I mean it's one thing when the airline gives you shoddy service, they are rude, lose your bags, have no meal service, etc. But to complain about trivial little things like this is just dumb. Anyway, for every "clueless" agent out there there are like 5 clueless pax. Ever think about that?

 
ben88
Posts: 1037
Joined: Fri Dec 31, 1999 4:49 pm

RE: Clueless Airline Employees

Thu Apr 26, 2001 7:10 am

Thanks cactus and good point btw. We all know passengers leave their brain's at the door when they enter the airport.

So the agent didn't know that VS flew to Cape Town? Who cares! I didn't know that AF flew to Cotonou until recently( and I work for them), does that make me clueless too? Also, through checking can be confusing if you are new, especially if the boarding card does not have a gate number on it. In regard to you "assuring" her that you didn't need a visa. I've had plenty of passengers "assure" me that they did not need a visa, but after checking in timatic bingo! The airline takes a huge fine for that TWOV. I hope one day your interline bags get misplaced, you miss you flight, and you accidentally get downgraded, then you'll have something REAL to complain about.
 
exPratt
Posts: 306
Joined: Wed Mar 08, 2000 6:15 am

RE: Clueless Airline Employees

Thu Apr 26, 2001 7:43 am

Planenutz,
I think you were excessively harsh about the Virgin Atlantic CSA that checked you in for SFO-LHR-CPT. Should she have known that VS flew from LHR to CPT? Probably. There could be any number of reasons why she didn't know her company flew to CPT. Maybe she was new as has been suggested already. Maybe it was just added as a VS destination. Maybe you were the first pax that she ever checked in that was going to CPT. In any case, it wasn't the end of the world. For the remainder of the things you complained about, I think she was doing you a service. Although you told her the three-letter code was CPT, she double-checked to make sure so your bags would be correctly tagged to your destination. Although you told her no visa was required, she double checked for sure so in case one was required, you didn't get deported from South Africa and have to back track to London (at the airline's expense) to get a visa. And although you had a boarding pass for the LHR-CPT sector, she recommended that you check in to make sure that you were in fact confirmed on that flight to ensure you in fact went to CPT and did not get left in LHR. Instead of thanking this CSA who got you and your baggage checked in (albeit a bit slow) and ensured to the limits of her ability there at SFO that you and your luggage got to CPT, you complained about her to her company. She did you a service and got hammered for it. By the way, you could have helped her out a little when you checked in by having your ticket out of the envelop and open to the SFO-LHR and LHR-CPT sector tickets so she wouldn't have to sift through all of your tickets to find your final destination.
 
Guest

RE: Clueless Airline Employees

Thu Apr 26, 2001 8:25 am

If you had paid $300 would you of put up with it?
 
ha2vegas
Posts: 147
Joined: Wed Apr 11, 2001 1:02 pm

RE: Clueless Airline Employees

Thu Apr 26, 2001 8:41 am

I don't know, $1500 is what...16 cents a mile? Sounds like a bargain.
 
Guest

RE: Clueless Airline Employees

Thu Apr 26, 2001 2:54 pm

ok ok ok I admit it I used to the LGW was Laguardia. Really I'm not that bad with geography though. If you give me a map of Africa I can locate every country and capitol.... same goes for the middle easy and SE Asia. Only 94% of americans are stupid.
 
A330_DTW
Posts: 357
Joined: Thu Sep 28, 2000 9:29 am

RE: A330_DTW

Thu Apr 26, 2001 9:51 pm

Planenutz,

I was making fun of you, buddy! But I guess my sarcasm went over your head! (Talk about STUPID AMERICANS!)

You generalized that because the agent did not know the three-letter city code for Captetown, South Africa--she had no idea about geography.

Well, if you know the three-letter CITY code for Capetown, then it stands to reason (per YOUR reasoning) that you should know the TWO-LETTER IATA country code for South Africa, and that's ZA.

Since you didn't know it, then you're also stupid.
 
Transat1011
Posts: 112
Joined: Tue Nov 16, 1999 11:14 am

RE: Clueless Airline Employees

Thu Apr 26, 2001 10:06 pm

Hi:

I am an passenger agent in Montreal, and well, although I am not very impressed with the SFO agent, I do sympathize with her.

I mean, it may happen that we do know ALL the destinations our airline is flying to, and I don't think this determines who athe the Good or the Bad agents. For the city code, agent wasn't very wise I guess since it is always written (or hidden) or the flight coupon itself.
For the Passport, even if the passenger mentions that no visa is required, we must make sure about that. I remember an incident here where my airline was fined by US Immigration for omitting checking the adequate visas (the guy mentionned that everything was fine; obviously it wasn't). The procedure for that is however extremely simple, at least on the Air France computer system.

But honestly, you would be surprised how much airline employees are unable to differentiate an A320 from a 737 or a 757 from 767 or a 777.

Oh well, not everybody are aviation nutz I guess...
Rgds,
F. Meunier
 
N509JB
Posts: 486
Joined: Wed Nov 28, 2007 9:20 pm

RE: No, I Won't

Thu Apr 26, 2001 10:14 pm

Damn, a whole 25 minutes huh? You could have almost watched an episode of "Who’s Line is it Anyway". Life sucks. Screw those people you see in the bulkhead seats that need wheelchair assistance. YOU are the one that really has it tough.

Well, my hats off to you. You complained, and got something for nothing at someone else’s expense. It doesn’t matter what other people feel, as long as you're happy and get what you want right? You are my hero :P

Now, a decent human being would donate those "free miles" you got to Angel Wings or The Make a Wish Foundation. Maybe that will bring back good karma.

I hope the next 2500 miles you fly is severe and nauseating turbulence.

N509JB from Toronto, NY  Big grin
 
N509JB
Posts: 486
Joined: Wed Nov 28, 2007 9:20 pm

My Bad

Thu Apr 26, 2001 10:22 pm

i guess its 5000 miles...i was giving you the benifit if the doubt....bring a few more barf bags!

N509JB
 
Guest

RE: Clueless Airline Employees

Thu Apr 26, 2001 10:25 pm

Was she new at her job? Maybe - but does the passenger have to bear the consequences of that? NO WAY.

Basic 3-letter code knowledge surely that should be required if you work for an airline - at the very most if you work a relative small carrier as VS you should know your own destinations.
What would she do if someone cameup with a ticket to a non VS destination - refuse to check the luggage through? Anyway if you look at the fareconstruction part of the ticket you will be able to see the airportcodes so why even ask.

As for opening the tickets for the agent: What does she get paid for? If all VS staff are as clueless as it appeared this one is - I hope that VS will start to have automated checkin instead. At least machines dont talk back at you.

I believe that the person who started this tread has every right to complain about the lack of service.

25 minutes in a checkin q - is lack of repect for passengers whatever fare they have paid.
 
lewis
Posts: 3576
Joined: Thu Jul 08, 1999 5:41 am

RE: Clueless Airline Employees

Thu Apr 26, 2001 10:49 pm

It is not completely her fault, mostly the fault of VS. If those were her first days at work, shouldn't there always be someone else there to help her? I can imagine what would happen if the ticket had a code-shared destination in it! It would have taken a lifetime. You shouldn't have blamed her as she made sure everything would be fine for the rest of your flight. You should have stated that in your complaint form.
 
planenutz
Posts: 1156
Joined: Fri Dec 31, 1999 5:50 am

RE: Clueless Airline Employees

Fri Apr 27, 2001 3:58 am

Wow. I guess I really touched a nerve with some users!

In any event, I went though my company credit card statements and came up with the following:

From 1/1/00 to current:

Total charges to Virgin Atlantic: US$31,696
This is for:

5 SFO-LHR-SFO
4 LAX-LHR-LAX
3 SFO-LHR-JNB-LHR-SFO
2 SFO-LHR-CPT-LHR-SFO

And I'm only one of 44 people who fly these routes regularly for my company.

That's a lot of cash that my employer has thrown (and continues to throw) at VS. I could have easily have emailed our in house travel agent to request that VS not be one of our "prefered carriers," but because of their entertainment options and overall good inflight service, I didn't. Instead, I contacted VS directly, aired my concerns, and am happy with their reply.

So, to everyone who thinks that I was brutally harsh towards that one CSA (who's name I didn't mention, and who's name I can't remember anyway), I just think that the traveling public deserves a bit more.
Not all who wander are lost....
 
N509JB
Posts: 486
Joined: Wed Nov 28, 2007 9:20 pm

Oh My God...lol

Fri Apr 27, 2001 6:07 am

there are bigger problems in the aviation industry that the "traveling public" needs to look out for.

i dont need you sticking up for me.

BTW ive never understood the line of thinking that just because you paid more means that you are better than anyone else. if i paid walk up and i sit next to someone who got a sale, i get the same service.

yall just need lighten up...life is too short for these petty complaints...

N509JB from Moscow, CA
 
A330_DTW
Posts: 357
Joined: Thu Sep 28, 2000 9:29 am

RE: Oh My God...lol

Fri Apr 27, 2001 9:38 am

Only feedback like that from Planenutz will get VS to spend a little more time training their agents on the destinations they serve, how to check documents, etc.

My only complaint is the sweeping generalization and basically ignorant response that just because this one agent did not know her job, all Americans are stupid.

'nuff said.

 
N509JB
Posts: 486
Joined: Wed Nov 28, 2007 9:20 pm

RE: Oh My God...lol

Sun Apr 29, 2001 10:35 am

its debatable on wether she needed more training...maybe planenutz needs paitence.

N509JB
 
Alpha 1
Posts: 12343
Joined: Sat Feb 03, 2001 12:12 am

Planenutz

Sun Apr 29, 2001 10:54 am

You wrote VS a LETTER-because you had to wait in line a few minutes?? Good God Almighty! I'm rolling on the floor over this one! You're killing me!

And of course you're satisfied-you got something in return for nothing. You complained about something inconsequential and got rewarded-the true American Way!
 
Alpha 1
Posts: 12343
Joined: Sat Feb 03, 2001 12:12 am

RE: Clueless Airline Employees

Sun Apr 29, 2001 11:08 am

Unfortunately, Planenutz and his defenders are one of the reasons that airline travel is such a pain for everyone this day and age. They expect to be able to check in for an international flight in under 3 minutes, or, as KRP said (rather stupidly), it disrespectful to a customer. They expect everyone to be as smart as they think themselves to be. I would like to know if Mr, Nutz knows every little detail about his company. Maybe he does, and if he does, well, then he is better than all of us.

The problem with people like Mr. Nutz is they think because of something is trivial and inconsequential as this-and that's what it was, in all honesty, he should be compensated for his 'mistreatment", when in fact, he wasn't treated bad at all. He's like the lady I ran into a few weeks ago who wanted compensation because her flight from SFO got in 25 minutes early, and she was inconvenience for having to wait for her ride!

By the way, my airline flies to Truk and Rota, and I'm not sure of their city code. I don't think that makes me dumb. But again, for Mr. Nutz, that's not good enough.
 
AA767400
Posts: 1892
Joined: Tue Jan 23, 2001 2:04 am

RE: No, I Won't "shut Up".

Sun Apr 29, 2001 11:21 am

dude! you just wanted the miles! and you got her in trouble, becuase you are a jerk! and big freaking
deal, she was making sure you would have your bags in
CPT. you are a unhappy man! GET OVER IT!
"The low fares airline."
 
planenutz
Posts: 1156
Joined: Fri Dec 31, 1999 5:50 am

RE: No, I Won't "shut Up".

Sun Apr 29, 2001 12:59 pm

I'm a very happy man.

I fly all over the world on many airlines, from Virgin Atlantic to Kenya Airways, to Aeroflot, and get paid for it.

This Tuesday (May 1) I'll be flying the same VS flight to LHR as the one experienced in my original post (VS20). Perhaps, I'll try and check-in with the same CSA. Or, perhaps, because of me and only me, shes been fired.
Not all who wander are lost....

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