Originally Posted by
FrequentPlaneTraveler
Unless you manage an airline (which I'm assuming you don't and I don't either), how can you state what US should have done?? Do you know whats involved with calling in people, etc.? US did the best they could.
Also how is bringing up an example of something that happened in a DL hub even applicable to a situation that happened in an outstation with very limited staffing and service??
In my opinion, US did not do all they could have done. They could have proactively rebooked passengers while they were stuck on board the plane for three hours. They could have called in additional help for rebookings at the airport. They could have given customers a telephone rebooking option.
With regard to the DL experience, I said it was
semi-related, because the circumstances were different. I only relayed that experience to demonstrate that other airlines are implementing technologies that make re-accommodation much easier on both the agents and the passengers. There are always special circumstances where someone might need to see a "live person," but at least other carriers are providing automated options to those customers who do not require special attention.