Originally Posted by gsoltso

I am actually very militaristic in my thinking patterns, if therer is a problem, confront, fix and go on. I see the things happen, and it makes me cringe. I know that bad experiences will not stop happening, there are going to be conflicts between people as long as there are 2 of us left together. When we have something like a passenger redress system that gets mired in the wheels or overlooked as a token effort, then we should fix it. I will also admit, that I am not familiar with all the aspects of the redress system and have been lucky with my airport. Our customer service rep follows up pretty good from what I have heard. I also understand that our airport has maybe 2-3 complaints in a busy week, so it is much easier. I think (honestly) that a lot of the problem is the size of the organization and the lack of communication throughout. I have been beating my head against that wall locally as well as on the blogs. I could be completely wrong, but from my point of view, that seems to be one of our biggest problems.