US Airways Dividend Miles - The rudest flight attendant I have encountered

I was on US 5055 today (operated by Mesa DBA America West Express) CLT-BNA. People were boarding in what seemed to me as a very orderly and efficient manner. With over 75% of the passengers seated and 20 minutes before scheduled departure, the FA announced overhead with a rather impatient voice, "take your seats more quickly so that we can have an on time arrival".

I was in row 16, the second exit row on the CRJ-900 (awful plane). The FA came back and made the usual "you are seated in an exit row" speech. She asked the passengers in row 15 to verbally indicated their agreement by saying "yes". She then stepped back gto row 16 and asked us to indicate our agreement. The woman next to me said "yup". The FA, in a very rude voice, told her to repeat what the FA has said. The woman said, "I am in the exit row and I agree that I am able and willing to help the other passengers in case of emergency". The FA replied, "No maam, you are to help the flight attendants. What did I say next?" The woman replied, "indicate agreement verbally". The FA corrected her, "By saying yes. You said 'yup', not 'yes'."

The FA announced an express beverage service (1 hour flying time). She passed right by my row. I got her attention and asked for a Diet Coke. She said, "Your tray table was not down. I don't serve drinks to people who do not put their trays down." I told her I did not want to use my tray table. I was perfectly happy holding the cup in my hand. She quickly poured me 1/2 glass of soda and rudely handed it to me as if I had inconvenienced her.

Finally, when picking up trash, I handed her my newspaper. She refused to take it and said, "Sir, don't you see that I am only collecting cups right now? That will have to wait until I am ready".

She did not introduce herself or the other FA with the initial announcements and when I asked her for her name, she refused to tell me ("that's personal").

So, do I complain to Mesa, to US, or both? None of my 5 complaints in the past 2 months have received a response so I don't know if anyone in US management cares about customer service any more.

Blame the pax for their chronic delays. And make a scene out of people sitting in the very few incrementally more comfortable seats on their crappy CRJ900s. The whole exit row thing has become a point of emphasis for all of the RJ carriers this year, but Mesa is by far the worst. It's bad enough to lose mainline on these routes; to have them replaced by this group is a real slap in the face.
Just shut up and leave the elites alone. You're looking at golds, platinums and CPs in those exit rows -- at least if the ticketing process works properly. We know the routine, and chances are some of us have had the misfortune of actually operating one of those doors through the years.

So, do I complain to Mesa, to US, or both? None of my 5 complaints in the past 2 months have received a response so I don't know if anyone in US management cares about customer service any more.
I'd start with both then go to the DOT with a third - there's no excuse for what you describe. Be sure to identify the carrier (Mesa), flight #, city pair (in case it was the same flt# but different crew inbound to CLT), and date.

I'd even be tempted to file two reports with the DOT - one specifying that it was Mesa (they're reported separately in the monthly Consumer Air Travel Report) and the other generically as "US Airways flight #".

Jim

Complain to US. I was told once by a rather rude and abrupt HP agent that all complaints about HP Express (MESA) should be directed to HP. So, I would give US a chance to respond.

I agree with the common sentiment that Mesa is by far the WORST of the regional carriers! I can't understand why they were sent to CLT to take over packed routes like CLT-BNA, CLT-IAH, etc. Horrible service, hardly ever on-time. I try to avoid them if I can - they're bad enough in PHX.

I think exit row 16 are the best seats on the CRJ-900.

Only writing to DOT will have any impact. There's way too much empirical evidence that complaints to US go right in the circular file. DOT statistics going up, which get a lot of publicity, may (may) get some attention.

That sounds absolutely terrible! :td: :td: :td: :eek: :eek: :eek:

when I asked her for her name, she refused to tell me ("that's personal").

If they do this, ask for their employee number, which could alternately be reported to the airline.

Write Mesa's CEO directly. I happen to know he takes this stuff personally and will act on it. Flt#, origin/departure time and specifics.

Mesa's svc is less than US, but they are working on getting it right.

I was on US 5055 today (operated by Mesa DBA America West Express) CLT-BNA. People were boarding in what seemed to me as a very orderly and efficient manner. With over 75% of the passengers seated and 20 minutes before scheduled departure, the FA announced overhead with a rather impatient voice, "take your seats more quickly so that we can have an on time arrival".

I was in row 16, the second exit row on the CRJ-900 (awful plane). The FA came back and made the usual "you are seated in an exit row" speech. She asked the passengers in row 15 to verbally indicated their agreement by saying "yes". She then stepped back gto row 16 and asked us to indicate our agreement. The woman next to me said "yup". The FA, in a very rude voice, told her to repeat what the FA has said. The woman said, "I am in the exit row and I agree that I am able and willing to help the other passengers in case of emergency". The FA replied, "No maam, you are to help the flight attendants. What did I say next?" The woman replied, "indicate agreement verbally". The FA corrected her, "By saying yes. You said 'yup', not 'yes'."

The FA announced an express beverage service (1 hour flying time). She passed right by my row. I got her attention and asked for a Diet Coke. She said, "Your tray table was not down. I don't serve drinks to people who do not put their trays down." I told her I did not want to use my tray table. I was perfectly happy holding the cup in my hand. She quickly poured me 1/2 glass of soda and rudely handed it to me as if I had inconvenienced her.

Finally, when picking up trash, I handed her my newspaper. She refused to take it and said, "Sir, don't you see that I am only collecting cups right now? That will have to wait until I am ready".

She did not introduce herself or the other FA with the initial announcements and when I asked her for her name, she refused to tell me ("that's personal").

So, do I complain to Mesa, to US, or both? None of my 5 complaints in the past 2 months have received a response so I don't know if anyone in US management cares about customer service any more.

Oh my GOD!!! :mad: I cannot stand people like that flight attendant. I have learned to calm down when I fly as I have a fear of getting arrested if I were to tell a flight attendant off, who knows what story they would tell the authorities. I would have taken one of the employee recognition certificates and ripped it up in two pieces right in front of her and told her off.

With the changes that this airline is making I don't think its a good investment to become a Chairman's this year. If I want to upgrade when flying transcontinental I'll just pay the upgrade fees. Karma will hit this flight attendant, what comes around goes around. :D

Write Mesa's CEO directly. I happen to know he takes this stuff personally and will act on it. Flt#, origin/departure time and specifics.

Mesa's svc is less than US, but they are working on getting it right.

I agree.

Getting off track here I once gave someone at SprintPCS an accolade and researched every single e-mail address for upper management, including the CEO so that the representative would get the appropriate recognition. I was impressed at the amount of responses I received.

People like this simply baffle me. If they hate their job so much, why do they keep it? Why work in customer service-oriented job as a FA if you're going to treat people this rudely? Go get a job at Target and make your $8 an hour there (which is roughly what Mesa FAs start at, and also what shelf stockers at Target start at), where at least people will be more inclined to shrug off your crappy attitude. :mad:

People like this simply baffle me. If they hate their job so much, why do they keep it? Why work in customer service-oriented job as a FA if you're going to treat people this rudely? Go get a job at Target and make your $8 an hour there (which is roughly what Mesa FAs start at, and also what shelf stockers at Target start at), where at least people will be more inclined to shrug off your crappy attitude. :mad:


This does not surprise me at all.. this is 1/2 of my Mesa flights.. this is the Mesa Employee. LOL.. US/HP bought a cheap Regional partner... they are unprofessional and rude. They act like they have a chip on their shoulder. I hate generalizing.. but on many of my RJ flights from SNA-PHX or ONT-PHX or even CLT-SAV I have seen this. It is at least 50%. Once in a while I will get a really good FA on Mesa and I am SHOCKED..

Sorry, this is common for Mesa, so you probably should get use to it... I really pray US expands it's fully owned express carriers!!

Complain to everyone you can think of.

Mesa's got to go.

Disgruntled, bitter, power trip, whatever the case, there is ABSOLUTELY no excuse for this behaviour. You only need the flight #, date and city pairing to write about her; they will find out who she is. They may even already know how she acts, and just need a little more ammo to fire her. :mad:

Mesa's CEO is Jonathan G. Ornstein.

While I wouldn't bet on getting a letter straight to him, I'd address it to him anyway, and I would cc the DOT at airconsumer@dot.gov.

This is lousy....but I've grown to expect that from Mesa.

This does not surprise me at all.. this is 1/2 of my Mesa flights.. this is the Mesa Employee. LOL.. US/HP bought a cheap Regional partner... they are unprofessional and rude. They act like they have a chip on their shoulder. I hate generalizing.. but on many of my RJ flights from SNA-PHX or ONT-PHX or even CLT-SAV I have seen this. It is at least 50%. Once in a while I will get a really good FA on Mesa and I am SHOCKED..

Sorry, this is common for Mesa, so you probably should get use to it... I really pray US expands it's fully owned express carriers!!



So I have heard about Mesa, and I have never had the pleasure of experiencing them, though. Out of DCA and ROA most of my USX flights are PI operated, and those crews are very good for the most part. I will avoid those ex-CLT CRJ900s at all costs. Mesa really does have to go :td:

I have never...ever been spoke to like that, but if I did, I would simply tell the ..... to go and get laid or something.....or wait, maybe that is part of the problem, she is so ugly that she can't get any and has to take it out on passengers!!! But what do I know.....

People like this simply baffle me. If they hate their job so much, why do they keep it? Why work in customer service-oriented job as a FA if you're going to treat people this rudely? Go get a job at Target and make your $8 an hour there (which is roughly what Mesa FAs start at, and also what shelf stockers at Target start at), where at least people will be more inclined to shrug off your crappy attitude. :mad:

You can extend that analogy to the entire aviation industry. More often than not, inadequacy is blamed on "Rising fuel costs" and before that it was "post 9/11"

HOWEVER, this thread was started by someone who wrote 5 complaint letters in TWO MONTHS?? That seems a bit excessive...I mean, everyone needs a hobby - but if they haven't responded after the first 5, why keep sending? :confused:

HOWEVER, this thread was started by someone who wrote 5 complaint letters in TWO MONTHS?? That seems a bit excessive...I mean, everyone needs a hobby - but if they haven't responded after the first 5, why keep sending? :confused:

I am not usually a complainer and try to give people the benefit of the doubt. However, I have had some REALLY BAD experiences on US lately and have received such lousy customer service that I wanted to make sure I registered my concerns. One of the complaints was about the lack of responses. I have not received a single apology and so made it my mini-hobby to keep squeaking until I got the grease I deserved.

Last night, I finally received a response to an email I sent 3 weeks ago.

Dear Mr. noROCclub,

Thank you for contacting Customer Relations at US Airways. We appreciate and welcome all inquiries, concerns, and compliments, as your feedback is important to us. We regret your flights did not go as smoothly as we would have liked. We pride ourselves in our customer service and we are always striving to improve. Your comments remind us that we have a ways to go to get on the right track.

Your concerns have been documented and will be included in our report to Senior Management. We would welcome the opportunity to provide a more enjoyable experience on a future US Airways flight.

Maybe a good start? At least they expressed regret. Changing preferred airlines is not a good option for me based on my usual travel pattern and living in ROC. Otherwise I would have stopped barking a long time ago and moved on.

In the past two weeks I have given out 6 Above and Beyond Awards to US employees both in Tempe and NC. Loads of DM problems, Sabre vs. Shares problems, web profile problems but every employee that I spoke with went out of their way to help me get it right. And on two flights the service was over the top.

My take is that some really dumb mgmt decisions were made; e.g., doing the web in house :rolleyes: , but surprisingly the customer facing employees are going out of their way to help US customers. I'm sure there are some that aren't in this mode, but knock on wood..... I am very happy with Customer Service at US. ^ Moving offshore back to the US - - - and empowering the CSRs is a good move.

I had a similar experience about a year ago. I think the carrier for US was Wisconsin Air. I was rushing between flights and one of the first on the plane. I was sitting in the Exit row and took a cell phone call from a client. Since do not usually use my phone on the plane, I was very aware of watching the for the door closure and listening to the announcements.

The FA made an announcement and I was fairly certain that he said to turn cell phones off, but people were still boarding. I was watching the FA and told the client that I might have to hang up. Just as I was saying this, the FA barged back to me and said "hang up the phone." I was saying goodbye, and he said, "Hang it up! Now!" Obviously not only the client could hear this, but everyone who had already boarded. It was so embarrassing. I hung up and he shouted, "Power it down." I said, "I am, but you do not have to be so rude." He replied something like yes he did have to be rude, blah, blah, blah.

He came back to give me the exit row talk. Similar to the op, there was no way I could give an answer that would satisfy him. He also made sure he was loud enough for everyone to hear.

The door closed approximately 20-25 minutes AFTER he screamed at me to turn my phone off.

He came around for the beverage service. I asked for Diet Sprite, no. I asked for something else sugar free, don't remember what, no. They should have had both (and maybe did). I asked if they had white wine and he shouted loud enough for everyone to hear, "No, we do not have liquor on this flight!"

I was traveling to my home town and knew a number of people on the flight. Even more embarrassing.

He, too, tried not to take my trash. When I asked for his name, he shouted his first name and rambled his id. I asked again, got it, reported him, and of course never heard anything.

So, do I complain to Mesa, to US, or both? None of my 5 complaints in the past 2 months have received a response so I don't know if anyone in US management cares about customer service any more.
At the very least, complain to US Mainline.
PLEASE.
They are outsourcing jobs to this ariline and need to hear they are not up to standard.
Of course, it prob won't do any good as far as getting the jobs back for mainline, but it makes us feel better :cool:

Disgruntled, bitter, power trip, whatever the case, there is ABSOLUTELY no excuse for this behaviour. You only need the flight #, date and city pairing to write about her; they will find out who she is. They may even already know how she acts, and just need a little more ammo to fire her. :mad:

If the is a union FA they will do nothing because the union will spend whatever it takes to "defend" her. The union is the last hope of the hopelessly incompetent, and this chick is a prime candidate for being shop steward. They go to the mat to protect rude, uncooperative employees who do nothing but hurt their employer because unions always see the employer as evil and the enemy.

Please report back here with any responses you get, but imagine they will be the generic "we take this seriously" nonsense. The fact is that airlines would LOVE to fire reprobates like this, but they are hamstrung by the unions and the lap-dog sycophants on the bench, in congress, and in the NLRB and similar govermental agencies.

Do you realy think this is the first time this moron has treated paeesngers like that? Do you think you will be the first person to complain?

Another poster wondered why people like this who clearly hate their jobs don't quit. Every time I hear FAs in the galley whining about how unfair their jobs are I wonder the same thing. But even those FAs don't usually take it out on pax. This is probably the most extreme example I have ever read, especially the part about replying "yup" and being corrected.

--PP

If the is a union FA they will do nothing because the union will spend whatever it takes to "defend" her.
Mesa FAs are afa.
But, the union dosen't get involved at this level.
Assuming Mesa HR is handled similar to Big Airlines, the FA would be called in to speak w/supervisor and the letter placed in their file.
They can have a union rep present if they wish, but dosen't change anything at this point.
Bad Apple FAs can be spotted from their 'fat' files, and then they are more closely watched for a fireable offense..
But really, Do commuter FAs really stick around long enuf to get fired for a 'fat' file?
Commuters are revolving doors because the pay and work rules suck, so, they get what they pay for.

I had an extremely negative experience with a ticket agent in CLT last year. While some management at US might care about eliminating bad apple employees who abuse customers, in my case, most members of US management I dealt with didn't care much at all.

Customers who are abused as in the above posts can just not spend their hard-earned money on Mesa or mainline US or whatever; that's a way of not rewarding abusive behavior.

I had this happen to me once, i.e. the rude Mesa flight attendant. I won't go into details, but I was working in Consumer Affairs for US Airways at the time and was flying non-rev. I waited until I was the last one off and approached the flight attendant and handed her my business card. I said that although I was flying non-rev, I couldn't make an official complaint, but that I could and would use the company e-mail to let their VP of inflight services know how hateful she was to me and other passengers. She started to protest, but I gave her the "tell it to the hand, 'cause the ears ain't listenin' sign' and walked down the stairs. I sent the e-mail and got a response back asking for as much specific information as I could give. We exchanged back and forth a few times about the incident, so I really believe that with that much effort, the matter was taken seriously. Of course, times have changed since I left the company in 2003, but I felt particularly good about having made the complaint.

Mesa FAs are afa.
But, the union dosen't get involved at this level.
Assuming Mesa HR is handled similar to Big Airlines, the FA would be called in to speak w/supervisor and the letter placed in their file.
They can have a union rep present if they wish, but dosen't change anything at this point.
Bad Apple FAs can be spotted from their 'fat' files, and then they are more closely watched for a fireable offense..
But really, Do commuter FAs really stick around long enuf to get fired for a 'fat' file?
Commuters are revolving doors because the pay and work rules suck, so, they get what they pay for.


The fact that there is ANYONE with a "fat file" is all the proof you need that the system is BROKEN. Rude people should be given at most one warning and out they go. I run a consultancy as a side interest that is super value added, and contact with clientele and clientele's emloyees is frequent and critical. I make it clear when people are hired that we are in a SERVICE business and you will SERVICE the customer and his employees. If one of my people has a bad experience I take it up with my contact and then make adjustments from there. But if someone frawing a paycheck that I sign treated a client or his customemrs (or members of the public at the business site, or citizens around the field sites) like that, it would be "pack your stuff, get on an airplane, I'll mail you the money you earned until this moment."

Why can't the Airlines do that? Simple. UNIONS. If the airlines were abel to s**tcan people like this after a maximum of two warnings, you'd have a vastly different field of employees, who know without question that bad behavior equals unemployment. What they know at this point is that bad behavior gets a piece of paper in a file...IF someone complains and IF the association between the complaint and the employee can be made. And even IF all that occurs, it's a piece of paper in a file. The airlines are powerless to fire bad employees and if they try, they will spend five if not six figures in the court actions that the union will bring to protect its incompetent, but dues-paying, member.

I Worked at a TV station in the 1990s that had union technicians. A frequently told story involved an employee who brought a handgun into the station and threatened another employee with it. The employee was fired on the spot and bodily removed from the building. The union grieved the dismissal, stating that the contract required that the employee (who brought a loaded handgun into the workplace and threatened the life of another employee) be suspended wth pay and given a full hearing and appeals process with union representation. They further stated that his bodily removal from the building was against the contract as well, and that he had to be allowed to leave under his own steam and with all the dignity afforded any employee...and only AFTER being given the opportunity to let a union representative represent him in the mandatory meeting before he was asked to leave.

I wonder if the union also felt that he should have been allowed to keep the loaded handgun with him at all times during the process!

--PP

I think part of the problem, along with the unions, is US management. I'm not the only one who has been more or less ignored by US Consumer Affairs in response to a legitimate complaint. I just don't see airlines in general and US in particular as pro-customer companies. US could start remedying this problem by at least having a customer relations department that at least responds to complaints in a timely manner and makes reasonable efforts to satisfy customers who were inappropriately wronged.

Sounds like a typical Mesa flight to me. Friends don't let friends fly Mesa.

The fact that there is ANYONE with a "fat file" is all the proof you need that the system is BROKEN. Rude people should be given at most one warning and out they go. I run a consultancy as a side interest that is super value added, and contact with clientele and clientele's emloyees is frequent and critical. I make it clear when people are hired that we are in a SERVICE business and you will SERVICE the customer and his employees. If one of my people has a bad experience I take it up with my contact and then make adjustments from there. But if someone frawing a paycheck that I sign treated a client or his customemrs (or members of the public at the business site, or citizens around the field sites) like that, it would be "pack your stuff, get on an airplane, I'll mail you the money you earned until this moment."

Why can't the Airlines do that? Simple. UNIONS. If the airlines were abel to s**tcan people like this after a maximum of two warnings, you'd have a vastly different field of employees, who know without question that bad behavior equals unemployment. What they know at this point is that bad behavior gets a piece of paper in a file...IF someone complains and IF the association between the complaint and the employee can be made. And even IF all that occurs, it's a piece of paper in a file. The airlines are powerless to fire bad employees and if they try, they will spend five if not six figures in the court actions that the union will bring to protect its incompetent, but dues-paying, member.

I Worked at a TV station in the 1990s that had union technicians. A frequently told story involved an employee who brought a handgun into the station and threatened another employee with it. The employee was fired on the spot and bodily removed from the building. The union grieved the dismissal, stating that the contract required that the employee (who brought a loaded handgun into the workplace and threatened the life of another employee) be suspended wth pay and given a full hearing and appeals process with union representation. They further stated that his bodily removal from the building was against the contract as well, and that he had to be allowed to leave under his own steam and with all the dignity afforded any employee...and only AFTER being given the opportunity to let a union representative represent him in the mandatory meeting before he was asked to leave.

I wonder if the union also felt that he should have been allowed to keep the loaded handgun with him at all times during the process!

--PP

Nice anti-union rant. Problem here is that disciplinary policies are the same as any other part of a collective bargaining agreement -- negotiable. In the end, it's on management to negotiate better firing policies. If they don't, it's not fair to lay all the blame on the unions.

As for your story, I suspect that the matter was resolved in the company's favor in the end. Unions are often caught in a trap of having to make pretty outrageous claims in order to protect themselves from duty of fair representation suits by these troublesome employees. I can't imagine that any arbitrator would have allowed such a ridiculous claim. What the union claims in a grievance and what it actually believes are often two different things.

Your comments remind us that we have a ways to go to get on the right track.

"we have a ways to go"??? Did the letter really say that??? That's hilarious! It reads like something in the Hooterville Gazette!

We would welcome the opportunity to provide a more enjoyable experience on a future US Airways flight.

THEY would welcome the opportunity to provide a more enjoyable experience?!?!? If I ever get a letter like this, you can believe they would get a response along the lines of, "You want to provide a more enjoyable experience??? No s**t, Einstein, since I gave you my money, I think I want a more enjoyable experience than you have any desire to provide!"

Seriously, if this letter from US is a direct quote, I would be embarassed to put my name on it.

Seriously, if this letter from US is a direct quote, I would be embarassed to put my name on it.


It was indeed a direct quote and was the response in its entirety. I have now deleted the email from my inbox, but I believe it was not signed by anyone with a name so no one was embarrassed.

My biggest complaint with US right now is their abundance of express flights run by other companies. It seems like every time I have a bad experience, it's on Republic or Mesa. It was a happy day when Mesa left, and then they came back with the HP merger.

I think it's important to complain when you have an experience like this. The FA's behavior was completely unacceptable, and if we don't complain, how will US know there's a problem? Having 5 experiences like this in 2 months is all the more reason to make sure they hear about it.

I think it's important to complain when you have an experience like this. The FA's behavior was completely unacceptable, and if we don't complain, how will US know there's a problem?

It is important NOT to complain. While one certainly does not want to get thrown off the plane - most tmes, there is a lot that can be done to make the FA's life miserable. I recommend looking very confused... moving and talking very slowly. Continue to say "Excuse me Sir, I don't understand." or May I please have a seat cover?" etc.

Delay the flight long enought so the pilot comes out to help you.... then be extremely nice and cooperative to him/her. Letters don't count..... they get rated on delayed and cancelled flights.

This is the professional and effective response.

It is important NOT to complain. While one certainly does not want to get thrown off the plane - most tmes, there is a lot that can be done to make the FA's life miserable. I recommend looking very confused... moving and talking very slowly. Continue to say "Excuse me Sir, I don't understand." or May I please have a seat cover?" etc.

Delay the flight long enought so the pilot comes out to help you.... then be extremely nice and cooperative to him/her. Letters don't count..... they get rated on delayed and cancelled flights.

This is the professional and effective response.
That way, after our hour on the plane with the nasty flight attendant, we get to misconnect because the flight was delayed.

Meanwhile, US classifies the delay as being caused by an unruly passenger, you lose your exit row because you're incapable of understanding the instructions, and US never hears about the crappy FA. Good plan.

I've had the exit row speech experience. Once, it got out of hand and the FA asked me three times if I could understand what was written on the card.

After replying "Yes" (not yup, not yeah, not um-hmmm) twice, I got up, opened the emergency door and threw it out. Then I turned to the FA and said, "Yes ma'am, I know how to open the door in case of an emergency!"

And then, I woke up :p

Hey, a man can always dream, can't he? :D :D

Good plan.

I can certainly understand how you would feal that way. However, the situation with the Mesa FAs are well know by both the customers and the company. How do you get the company to care? Sorry I don't think writting another letter is going to do it.

I've had the exit row speech experience. Once, it got out of hand and the FA asked me three times if I could understand what was written on the card.

After replying "Yes" (not yup, not yeah, not um-hmmm) twice, I got up, opened the emergency door and threw it out. Then I turned to the FA and said, "Yes ma'am, I know how to open the door in case of an emergency!"

And then, I woke up :p

Hey, a man can always dream, can't he? :D :D
:D :D Oh that is the best I have ever heard!! I can just see someone getting mad enough to do that!! It would be worth a delay and a misconnect just to see someone do that.

As a flight attendant myself who works for US Airways...

I am speaking for my self and not for US Airways or its express carriers.. This is all my opnions and thoughts...

I would like to start off by saying sorry. I know boarding passengers and with the quick times we are requried to turn around a plane is very short. But should not have involved someone being rude.

I would ask that if you sit in my exit row... and this goes for all passengers.. Know the rules.. If your willing to help out great... If you want to cause problems.. Then I am required to move you per FAA's REGS.... I dont make rules.. I just enforce them...


All I ask if you sit there... listen to me... and follow along in the Safety Information Card and if you feel that you are comfortable, willing and able to assist me and other passengers during a (UN-Planned evacutation) I would be comfortable with you sitting in my exit row.

Most Fa's just want you to put down your reading material, phone, and conversation for a few mins... After my speech and you tell me that your willing and able to assist me... I will leave you alone. It is important that I perform this due to my job is own the line. Most if not All Fa's can be personally fined for not following these rules...

Yes there are a few NAZI fA's... but just listen, follow instructions and be nice and courtious and after that... I am sure it takes less time for me to give this speech and you tell me that your willing and able to assist in a emergency. ... After that... .. and then some more time (of course) "WE CAN GET THIS A/C IN THE AIR AND YOU TO YOUR FINAL DESTINATION"...

I would say a big problem for Fa's is that no one seems to care. .... If you were to make a speech you would ask and request the same respect of your public to listen and actually take to memory what you said... Most Fa's are only asking that same respect. ...

:)

Thanks...

Also Sorry the Fa' was rude... ^ :D May your flights on us again be much better. :D

...
All I ask if you sit there... listen to me... and follow along in the Safety Information Card and if you feel that you are comfortable, willing and able to assist me and other passengers during a (UN-Planned evacutation) I would be comfortable with you sitting in my exit row.

Most Fa's just want you to put down your reading material, phone, and conversation for a few mins... After my speech and you tell me that your willing and able to assist me... I will leave you alone...

I would say a big problem for Fa's is that no one seems to care. .... If you were to make a speech you would ask and request the same respect of your public to listen and actually take to memory what you said... Most Fa's are only asking that same respect. ...


FRNTBOY, You make a very good point and I respect that. But tell me, if you were in a situation where you heard the SAME speech every third day and could recite it back to the FA in English, Francais AND Deutsch (I speak all three) then perhaps you could expect to be cut a little slack.

Especially when all it takes is a glance at the manifest to tell you the passenger is a CP or similar wh flies a lot.

That being said, I do agree that a few minutes of attention to the FA is warranted. But when I tell you that I understand and am willing, smile, say Thank you, and MOVE ON. :)

None of my 5 complaints in the past 2 months have received a response so I don't know if anyone in US management cares about customer service any more.

Some businesses track the origin of complaints and stop listening after some pre-determined amount. Something to consider.

FRNTBOY, You make a very good point and I respect that. But tell me, if you were in a situation where you heard the SAME speech every third day and could recite it back to the FA in English, Francais AND Deutsch (I speak all three) then perhaps you could expect to be cut a little slack.

Especially when all it takes is a glance at the manifest to tell you the passenger is a CP or similar wh flies a lot.

That being said, I do agree that a few minutes of attention to the FA is warranted. But when I tell you that I understand and am willing, smile, say Thank you, and MOVE ON. :)

On Express flights there is no manifest with the listing of who is preferred and who isn't. Nor is there a list saying this passenger has seated in this seat XX times to give to the FAA when you don't go through the spiel.

It's mandated for Express at least to go through the whole exit row seating for whomever is seating in the exit row. Also you have to think, you may know how to open it, but what about the person sitting next to you? I doubt any FA truly enjoys being ignored while going through the exit row briefing, but it takes a total of a minute to go through it. If you sit there, you know it's going to happen, just sit back, answer, stare and let it be finished. Why sit there if it's that much of a hassle to listen?

I agree with the common sentiment that Mesa is by far the WORST of the regional carriers!

Man, the people on the DL forum would probably dispute you on this due to the disgusting crap that is ASA.

Some businesses track the origin of complaints and stop listening after some pre-determined amount. Something to consider.

Some customers track the degree to which they are ignored and take their business elsewhere after some pre-determined amount. Something else to consider.

Some customers track the degree to which they are ignored and take their business elsewhere after some pre-determined amount. Something else to consider.

You expressed surprise that your persistant complaints were being ignored; I provided one plausible explanation without passing judgment. Don't be so sensitive, I don't work for US.

I would say a big problem for Fa's is that no one seems to care. .... If you were to make a speech you would ask and request the same respect of your public to listen and actually take to memory what you said... Most Fa's are only asking that same respect. ...
I understand your point, and agree that FAs absolutely should be treated with respect. Please understand, though, that many of us frequent flyers have heard "the speech" hundreds and even thousands of times. It's not disrespect when we don't listen. We know the content. We know that you don't know we know so, personally, I make it a point to look up from time to time to let the FA know that I'm "listening." However, I can't fault FFs for not listening when they probably can do the speech verbatim themselves.

I understand your point, and agree that FAs absolutely should be treated with respect. Please understand, though, that many of us frequent flyers have heard "the speech" hundreds and even thousands of times. It's not disrespect when we don't listen. We know the content. We know that you don't know we know so, personally, I make it a point to look up from time to time to let the FA know that I'm "listening." However, I can't fault FFs for not listening when they probably can do the speech verbatim themselves.


Yes, I understand that our most/fav FF's flyers sit in my exit row. I know that alot of FF here this message over and over. Like I said before.. My job is on the line if I dont do this verbatium... I try to get it over with quick. However I have personaly had someone say NO " trying to joke with me and I moved him"... If you want to personaly play games, I have the authority to move whoever I feel fit. I dont like to do this though.

I try to take in the fact that most FF's hear this time and time again and If I am first (The FA A) I go back to the FF's in the main cabin and thank them for being one of our FF"s and say I"m sorry that they were not sitting in F/C on this leg(of the flight). I personaly go above and beyond on my duties because I know I am in a Customer Service Field. I Love my job and would do anything to keep you guys/gals happy and get alot of A/B's.... from time to time.

But... Like I said before... Our CSI... demands our personal attention to this matter. So I try to do it with my personality and tact. I also would like to thank our FF's who put up with some un-happy personal from all depts. Like I said before... I love to fly and it shows(Oh Wait that's another airline... :p ) Anyhow... Like I said before. I try to do the Over Wing Breif with tact and respect, I only ask for that in return. Again thanks for the FF's that fly with us day-after-day-after-day. And even taking your time of some part of your day/night to listen to my request. :D

Like my Southern Mama always raised me.... You reap what you sow... and SO I sow good thoughts/smiles/and my southern charm. :D . ^ :cool:

Happy Flying... and Hopefully you will be Flying with US AGAIN. ^ :p

-US Airways FA.

P.S. The comments above are my own personal values/thoughts/ideals and no way are the company comments and no way are from US Airways Corp Office or Group of Employees. ^

BTW: If a FF flyer did this... That would make my day... :D "However, I can't fault FFs for not listening when they probably can do the speech verbatim themselves." LOL....

Yes, I understand that our most/fav FF's flyers sit in my exit row. I know that alot of FF here this message over and over. Like I said before.. My job is on the line if I dont do this verbatium... I try to get it over with quick. However I have personaly had someone say NO " trying to joke with me and I moved him"... If you want to personaly play games, I have the authority to move whoever I feel fit. I dont like to do this though.
That pax was just plain stupid, only slight less stupid than making a joke about a bomb. I hope you moved him to a middle seat in the last row next to the lav between two Customers of Size each of whom carried a lap child. ;)

P.S. The comments above are my own personal values/thoughts/ideals and no way are the company comments and no way are from US Airways Corp Office or Group of Employees.
I flew US this past weekend (actually HP metal, though the FAs wore US uniforms). In-flight was fine, but I've got to say, your telephone people (who, apparently, are all in Mexico and have never flown a commercial flight in the U.S.) are horrible, and that's once you finally get to speak to someone after being on hold for 30 minutes. One of them told me, "Oh, you don't need a boarding pass to get on your connecting flight -- just show your itinerary."

BTW: If a FF flyer did this... That would make my day... :D "However, I can't fault FFs for not listening when they probably can do the speech verbatim themselves." LOL....
I took the hotel van back to the airport (AUS) on Sunday, sharing it with a fellow conference attendee and a SouthWest flight crew. While we were all waiting to leave, my fellow conference attendee and I did the takeoff announcements for the flight crew ("Exits are located on the left and right of the van and at the back. Your closest exit may be behind you."), and then served bottled water to all the FAs. They got a kick out of it.

In-flight was fine, but I've got to say, your telephone people (who, apparently, are all in Mexico and have never flown a commercial flight in the U.S.) are horrible, and that's once you finally get to speak to someone after being on hold for 30 minutes. One of them told me, "Oh, you don't need a boarding pass to get on your connecting flight -- just show your itinerary."





They truly are horrible. I called the US4 service center regarding the SFO-PHX segment (on a 733) of an upcoming trip, and had to be transferred to someone else in reservations. Well where do we think my call ended up? With a woman whom I could barely understand, insisting that I would receive a phone call when my upgrade to Envoy class processed at the 24 hour mark. :rolleyes:

On Express flights there is no manifest with the listing of who is preferred and who isn't. Nor is there a list saying this passenger has seated in this seat XX times to give to the FAA when you don't go through the spiel.

I did not know that. I'll be more sensitive to this in the future.

It's mandated for Express at least to go through the whole exit row seating for whomever is seating in the exit row. Also you have to think, you may know how to open it, but what about the person sitting next to you? I doubt any FA truly enjoys being ignored while going through the exit row briefing, but it takes a total of a minute to go through it. If you sit there, you know it's going to happen, just sit back, answer, stare and let it be finished.

Well, I did say I was irritated only when asked repeatedly if I understood... if I respected the FA enough to listen and say I understand, is asking for that same respect back too much to ask for? Apparently, it is!

Why sit there if it's that much of a hassle to listen?
Sigh, no comment. I know of a three initialed government agency, also connected with aviation, where this attitude seems to be a perfect fit!

By the way, before anyone becomes too defensive and this thread degenerates into something nasty, I'd suggest you read my previous posts - I've nothing but the highest regard and praise for the US team - FAs, GAs and especially the rservations and support staff. I've had isolated incidents on the express flights with the emergency row - not enough for me to have posted a thread - I was merely replying to a comment on here. So, please don't take anything i said personally.

With the help of Piney Bob (who has been banished from FT), I was able to contact someone at MESA directly (still haven't received a reply from US). Here is the reply I received.

{edited to protect privacy}

Dear Mr. noROCclub,

I do apologize for the delay in response. After receiving an email from Mr. Piney Bob on Saturday, the CLT supervisor I discussed the issue. Both flight attendants were being called in to discuss this situation in greater detail. I am not aware if the CLT supervisor made contact with either FA on Sunday, but I know her intentions were to follow up on this situation asap. I will hopefully be in contact with her at some point today. As soon as I speak with her, I will update you on the status of this unfortunate situation.

Sincerely,

Responsive MESA person

Wow.
They usually don't elaborate on what is done, citing "privacy concerns".
Thanks Piney Bob, it'll be interesting to hear what comes of this.

Bring back Piney Bob!

I received an email from MESA a couple days ago. Basically, the supervisor spoke to the flight attendant who denied the interactions I described. The supervisor said that they usually get compliments about this flight attendant. She then apologized to me again. So, basically its "he said, she said". BUT, Mesa did apologize to me which is more than US has done for any of their lost bags / non-weather-related cancelled flights / lack of crew / inaccurate information. I have still not heard back from US on this incident.
=

Wow, it sounds like that f/a woke up on the wrong side of the bed that day! I'm sorry she treated you like that, nobody deserves that.
I had an interesting experience this past weekend with the express side of operations. I was non revving with my kids out of DCA and encountered the worst agent I think I have ever seen. It was an express flight operated by Republic, but I'm not sure who the agent was actually employed by. Could have been Republic or one of the other express carriers, but I do know that she wasn't mainline. There was a discrepancy with my carry on bags and when I politely challenged her on it she just about ripped me a new one. :eek: I backed off immediately and complied with her request, even though I knew I was completely in the right; I didn't want to chance her denying me boarding or worse yet, trying to have my flying priviledges taken away. As a non rev I try to maintain a low profile when flying, and don't want to do anything to ruffle anyone's feathers. She continued her tirade, yelling at me that I needed to learn the rules and even got the captain involved in it. I did get to board the flight, and once on board the f/a's and the captain could not have been nicer. Not only to me, but to everyone on the flight. Even when I deplaned, the captain made a point of apologizing to me about her behavior. I told him I was more embarassed than anything after she had humiliated me in front of the entire gate area. When I was down at baggage claim waiting for my bag a passenger came over to me and introduced herself as a CP. She said that she was very embarassed for me and said that she thought the agent's behavior was horrible. She offered me her business card and told me to call her if I had any trouble with the incident. I told her that what upset me more than anything was that if she treated me, an employee, like that I wondered how she treated the regular customers. This was the first time I have ever been challenged with my carry on bags, and hopefully the last. I do feel for anyone that has to deal with that type of employee and I apologize on behalf of all of my "good" fellow workers.

How horrible! And not only in front of everyone, but in front of your children. No good can ever come from ranting and raving and making a scene. She is the one that should be embarrassed.

^ I received a very nice letter from US Customer Relations, dated July 26th. The letter apologized for the "disappointing service" and assured me that my feedback will be used as a training tool and a means of making positive changes. In order to help earn my business again, they enclosed a coupon for a complementary alcoholic beverage or headset and a $25 Air Check for use toward a future flight (I wonder if I will have to pay the service charge for not using the website?). Both the coupon and the Air Check say America West, but the letter assured me they can be used on any US Airways flight. We'll see.

It doesn't make up for all of the poor service I have received recently, but it is a good start. The coupon and Air Check mean little to me; it's the apology and promise to do better that I was looking for. ^ ^ ^

^ I received a very nice letter from US Customer Relations, dated July 26th. The letter apologized for the "disappointing service" and assured me that my feedback will be used as a training tool and a means of making positive changes. In order to help earn my business again, they enclosed a coupon for a complementary alcoholic beverage or headset and a $25 Air Check for use toward a future flight (I wonder if I will have to pay the service charge for not using the website?). Both the coupon and the Air Check say America West, but the letter assured me they can be used on any US Airways flight. We'll see.

It doesn't make up for all of the poor service I have received recently, but it is a good start. The coupon and Air Check mean little to me; it's the apology promise to do better that I was looking for. ^ ^ ^

The website says no fee for redeeming vouchers, which I suppose this is.
http://www.usairways.com/awa/content/travelplanning/ticketingpolicies/servicefees.aspx
The following types of tickets will be exempt from the fee:
US Airways Travel vouchers
Military fares
Interline and codeshare tickets (except Hawaiian Airlines and Mesa Airlines)
Government fares
US Airways gift cards and gift certificates
US Airways Guaranteed Airfare vouchers
US Airways Future Travel Awards
US Airways Air Checks
US Airways Vacation packages

If this happen on Jetblue, im sure that those flight attendant will be in serious trouble.

Who knows?
I had one problem with a very rude agent at Burlington VT (BTV) a few years ago. The station manager called me and wanted to personally meet me at the airport next time I flew B6. I refused (I was about 12 years old at the time), but thanked him profusely for giving me a phone call, and hopefully doing something about the agent.
-A

Regarding the FA announcement, while I can do it verbatim, I also shut up during the announcement. Other threads have discussed behavior on the plane and I think the constant chattering of pax to be one of the rudest. C'mon folks, it's only a minute or so of your time. Unless your talking someone through giving birth or the heimlich, be a little courteous.