Originally Posted by
LIH Prem
wow ...
The interaction between employees and customers amounts to exactly one question:
"May I have your first and second meal choices? Thank you."
But somehow that turned into .... "UA just doesn't have the training or ...."
My comment was more general. UA has been a great airline for me as long as I do not ever need to interact with a human. When something goes wrong, however, the employees seem to lack any standardized customer service training at all. It's not necessarily the employees' fault - Glenn ran the company as an asset holding company rather than a customer service business, and that sets the tone. CO is really not much better in that regard, but they have done a much better job of taking care of me when things go wrong than UA ever did when I had status there.
This entire rant is about the FA not apologizing properly? Give this FTer a skykit!
-David
Nope, not about the FA not apologizing properly, it's about the FA's not being trained in how to interact with people who might be disappointed. I'd say a good 50% of the FA's (including the one referenced in my post), treat the "I don't have your meal choice" scenario as a potential confrontation. That can be easily trained out of customer facing employees, but the company has to actually care about customer service to make that happen. UA does not.