Originally Posted by ANDYBNJ
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The second mistake was for the FA to curtly tell me to return to my seat. The second rule of sales: It's not what you say, but how you say it. There was no "we're very sorry for the mix-up" just, sir return to your seat. If this is the way you treat your elite customers, I would hate to see how you treat a non elite.
I can understand that there could have been a mix up in the seats, mistakes happen. What is inexcusable is the way your employees handled the issue.
I have to totally agree with you here. People who work in customer service shouldn't have to be reminded that attitude is 99.9% of the job. A humble remark, such as I am so sorry sir I made a bit of an error and gave away seat promised to a passenger transfering from another flight. Followed by a mere thanks for being so understanding would have probably resulted in the OP having a 100% different view of the situation and CO. You should expect no less than an honest account of the stutaion, a smile and thanks. The OP lucked out that there was still a decent seat available when there was no effort by the GA or FA to be sure that the customer was taken care of after their mistake. What if only middle seats had been left?
What happens after an incident like this is that customers tend to see the warts everywhere. Co as a customer service organization ( yes, that is what airlines have become as flying has become a commodity) should no and understand how crappy it feels to have FC seat withdrawn even if the reason is legitimate.I think there are plenty of FA ( the one's who get it) who would have picked upon this and made sure he got a decent Y seat and hey maybe
even a free drink!