Originally Posted by Bigbit
Sometimes honesty may not be the best policy, particularly if gate panic and/or hostility needs to be avoided. But I agree, if the GA gets caught, then they have a much larger problem.
Yup. As happened to the GA at IAD last week for my repeatedly delayed UX IAD-MHT who wouldn't be truthful about the known length of the delay even when directly asked by me at the podium. He repeatedly posted estimated departure times that were way off those given by reservations. (e.g., He posted 22:00 when reservations said 23:00 and the replacement plane wasn't scheduled to land until 22:40. The flight eventually left around midnight after a few more of these incidents.)
It got so bad that eventually I was making announcements to the gate area regarding departure time, and a few times I called the flight status line, set it up for the flight, and then put my cell phone on speakerphone for the whole crowd to hear.
Needless to say the GA then had no credibility whatsoever with the pax.
I have
no tolerance for not being honest with pax. I don't give a d**n it it's to prevent hostility or panic, I want the truth. I'm pretty careful not to falsely accuse of dishonesty, but once dishonesty is verified I have no qualms about making corrections even if humiliating, writing complaint letters, etc.