Originally Posted by
GaryZ
Maybe it's just me, but these kinds of threads seem to be getting more and more prevalent, both on the US and CO forums (and others, no doubt).
I suppose one could write it off to the "unionized shops," but how difficult would it be to: (1) assign supervisory oversight for the FAs, or (2) have "shoppers" fly the planes and do detailed QA reports?
It just seems very strange that something so important as customer service is left up to individual whims or work habits. Is it so difficult to hire and retain FAs that the airline has to look the other way?
I'm pretty sure CO (and other airlines as well) hire professional QA checkers to review everything from ground to air service in a variety of environments.
The problem is having a finite number of checkers to cover literally thousands of flights per day.
A few years ago, I requested CO consider setting up a QA program which Flyertalkers could join - after training us on service expectations, reporting procedures, etc., we would be given a standardized form to complete after our flights. To my knowledge, nothing came of that idea.
I'd be willing to do it for free...the end result is a better product experience for everyone.