EA CO AS wrote:
Frankly, the corporate spokesperson’s response fell flat.
I’ve been trying to stay out of this, lest I be accused of being an apologist, but can you tell me which part of the response fell flat? The one where every customer received a personal phone call from executives (VP or above) apologizing profusely for how things were mishandled, the full refund of each ticket, the full reimbursement for any expenses incurred during the delay, or the additional $1000 credit each customer also received in addition to all this?
AS dropped the ball, yes. It could and should have been handed far better, yes. It’s also a huge learning opportunity they’re diving deep into to ensure never happens again, and they’re doing everything possible to make things right by each customer.
Also, agents are and were empowered to rebook guests on other carriers, but at that time the best option was remaining on AS. (Until it wasn’t)
The OP posted this article:https://www.seattletimes.com/business/b ... assengers/
In the above article, the following is stated:”This was a really, really difficult experience for our guests, a terrible experience,” Alaska spokeswoman Bobbie Egan said in an interview. “We are deeply sorry for what our passengers had to go through.”
She said Alaska’s East Coast employees are doing a “deep dive” into all that went wrong.
“A team of two dozen people is working on this and trying to make this right for our guests,” she said.
She said the airline will send baggage to passengers via FedEx and added that the airline is “looking at up to $1,000 in compensation” per passenger, which she said could be offered in the form of refunds or vouchers for future flights, depending on individual circumstances.
She said maintenance technicians traced the electrical burning smell to a malfunctioning fan used to cool the seat back entertainment system on the Airbus A320. On Monday, Alaska was flying the plane back to a maintenance base on the West Coast.
“East Coast employees” are doing a deep dive. This language means nothing. The operational deficiencies that led to this problem are broader and deeper than what’s included in the realm of responsibilities for “East Coast employees.” AS should have come clean and stated more about the full operational review required across various functional areas to ensure all aspects of diversions and service recovery are executed in the future. Again, this is NOT about someone forgetting to order pizza for delivery.
According to the article, AS was looking into compensation up to $1000
in the form of refunds or vouchers
You, EA CO AS, stated the much more generous compensation of:
- full refund of each ticket
- full reimbursement for any expenses incurred during the delay
- additional $1000 credit each customer also received
My comments were based solely on the OP’s referenced article.
==> If you have information that the “deep dive” was limited to operational responsibilities under the “East Coast employees” I’d like to hear it.
==> If you have information that states explicitly that AS provided your stated generous compensation I’d like to hear it.