|Quoting WJ (Reply 49):|
DGS and Eagle should not be mistaken for direct employees of DL or AA, they are a lower rate, limited benefit employees.
True, although I tend to agree with others that the experience on gets flying on competitors' regional operators tends to be somewhat more consistent of an experience. I have made connections between regional and mainline at AA
, Delta and United, but AA
is the one of have the most experience with, and I can say that without question the experience between mainline and Eagle at AA
is generally handled quite well, particularly in Envoy-operated markets. I think there is something to be said for direct ownership, not to mention the fact that many of the Envoy ground staff are relatively seasoned/experienced, and therefore are extremely proficient with SABRE and other customer-facing elements of the experience, which is obviously critical in certain situations (especially OSO).
I think others are right that outsourcing doesn't necessarily
have to mean horrible service. Case in point: outsourcing to non-owned, and often non-airline, vendors at ground stations is pretty much standard operating procedure with many excellent, high-quality European and Asian airlines. However, I also agree that, at least in the U.S., outsourcing, at least to non-owned, non-airline vendors, tends to mean a general degradation in service, particularly compared to mainline. I think this is precisely why we've seen several notable cases in recent years - perhaps most prominently Delta in ATL
, I believe - of mainline carriers actually bringing customer service in-house for regionals. At big stations with lots of complex connections, lots of flights, etc., it just makes sense in delivery high-quality passenger service.
|Quoting tyler81190 (Reply 54):|
There will always be humans there... In an IROP situation, people want to talk to a person, and not a machine. A person can tell you how far it is from gate to gate, if there is a shuttle, what time the security checkpoint at EWR terminal C is busy etc. A person can ask you if you would rather go to IAH and spend the night then go to XYZ the next day. A computer cannot do that.
Agreed. Technology is great, and for me personally has pretty much transformed the flying experience - for the better - 99% of the time. Between online check-in, self-service kiosks and TSA
PreCheck - all of which did not exist just a relatively few years ago - I can now breeze through the airport and never have to deal with anybody until my boarding pass is scanned at the top of the jetbridge if I don't want to. However, there those 1% situations - rare, in my case, admittedly - where something goes wrong or there's a unique circumstance that requires particular attention. And in those cases, a flat screen or courtesy phone just don't cut it.