Originally Posted by
KingCanute
I never understand why people like to use hyperbole like "deception" as a first port of call when there will have been legitimate reasons for whatever it was that happened. The agent who met you at the gate not knowing the full details of why you were being rerouted is highly likely.
I think it's because QR is terrible at the communicating game. As a customer, when you are presented with confusing or conflicting information then you feel deceived. The fact that the agent who met pax at the gate did not have all the relevant info is 100% QR's fault. It's their process and their communication that is lacking and pax will continue to feel lied to until QR does better.
I agree with you that there probably wasn't any malice in this move, and QR probably tried to be proactive, which is usually a good thing, but in failing to communicate it did more damage than good.