Agents refusing to wear their name tags
Aug 13, 2015, 9:07 am
#16
Join Date: Nov 2003
Location: YQB
Programs: AC*SE/2.1MM, Flying Blue Explorer, BA Executive Club Blue, AAdvantage Basic, ANA MC
Posts: 2,550
A few years back on the YYZ-LHR run there was a pretty senior SD (or FA, can't remember) who used to wear a second brevet under the one that identified him as SD/FA, with the name "Bob Loblaw".
He would introduce himself to pax and invite you to say his name real fast......
He would introduce himself to pax and invite you to say his name real fast......
Aug 13, 2015, 9:08 am
#17
Suspended
Join Date: Mar 2013
Location: YVR
Programs: AC SE*2MM. SPG Plat life
Posts: 4,644
A number of years ago I was doing some work with an amusement park company 
in Orlando. One morning I was taken on a tour of the park including backstage. The ‘cast’ member who was with me had received permission to cover her name tag that morning, as I was deemed to be a guest and she would be considered busy serving that guest. Basically, from parking lot to workplace to parking lot, name tags are required ‘costume’ for all ‘cast’ members and I never noticed anyone out of ‘costume’, even backstage.
in Orlando. One morning I was taken on a tour of the park including backstage. The ‘cast’ member who was with me had received permission to cover her name tag that morning, as I was deemed to be a guest and she would be considered busy serving that guest. Basically, from parking lot to workplace to parking lot, name tags are required ‘costume’ for all ‘cast’ members and I never noticed anyone out of ‘costume’, even backstage.
Aug 13, 2015, 9:25 am
#18
Join Date: Dec 2011
Location: Canada/US
Programs: AC SE, Marriott LTPP, Avis +
Posts: 213
There's been a few times I tried to get FA or ground names so I could send AC a positive comment of their employees but they didn't wear their name tags. And they look very bewildered when I say i'm going to write something good to AC for their service and wanted their name.
Aug 13, 2015, 9:27 am
#19
Join Date: Mar 2009
Location: YQT
Programs: AC, US, AA, UA, BA, QF, DL...
Posts: 464
FWIW, the ground staff at YQT and the FAs on most of our flights don't wear name tags either. I don't know if there's a different policy because it's Jazz/Chorus/AC Express, but it's really unacceptable.
Aug 13, 2015, 9:50 am
#20
Join Date: Feb 2005
Location: Toronto (YYZ)
Posts: 6,279
Name tags are part of the uniform so ALL frontline AC employees should be wearing them. AC should be enforcing this!
They tend to forget they are (should be) providing customer service and if they are confident they are doing a good job they shouldn't have anything to worry about in wearing a name tag. What this does is people will start taking photo's of employees which will only escalate an already tense situation.
They tend to forget they are (should be) providing customer service and if they are confident they are doing a good job they shouldn't have anything to worry about in wearing a name tag. What this does is people will start taking photo's of employees which will only escalate an already tense situation.
Aug 13, 2015, 11:55 am
#21
Join Date: Nov 2004
Posts: 583
There's a bit of a mitigating circumstance about this right now, our new uniform supplier seems to be having a lot of trouble with Brevets (as we call them) right now.
I ordered a new set of them in January, and yet to receive them, and I'm down to my last one.
It's also perfectly acceptable in the uniform standard to wear blank non customized ones.
I ordered a new set of them in January, and yet to receive them, and I'm down to my last one.
It's also perfectly acceptable in the uniform standard to wear blank non customized ones.
Aug 13, 2015, 12:36 pm
#22
A FlyerTalk Posting Legend
Join Date: Sep 2012
Location: SFO
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Posts: 44,354
I agree completely. It reinforces the idea that you're dealing with a faceless corporate entity and the employees don't take responsibility for their work.
FWIW, the ground staff at YQT and the FAs on most of our flights don't wear name tags either. I don't know if there's a different policy because it's Jazz/Chorus/AC Express, but it's really unacceptable.
FWIW, the ground staff at YQT and the FAs on most of our flights don't wear name tags either. I don't know if there's a different policy because it's Jazz/Chorus/AC Express, but it's really unacceptable.
YQT... ugh. Those GAs, in my opinion, are incompetent. Sheet on the desk that said something like "Zone 1 boarding is in effect to better recognize our premium cabin and Super Elite passengers, and should be called separately." But they called "zones 1 and 2". And then she couldn't even board me properly, and I was met by the concierge at YWG with a bewildered expression, saying "You didn't board the flight!"
I should have sent in a complaint about YQT.
Back on topic, I've found Jazz to be very inconsistent with this. Some don't wear name tags and refuse to give you their name. Some don't wear a name tag, but are happy to give you their name. Others are enthusiastic, saying things like "Hi, I'm Bob, welcome on board."
But I've found that the ones who don't offer their names are generally not the greatest (but that's definitely not a hard rule).
Aug 13, 2015, 1:40 pm
#23
Join Date: Mar 2009
Location: YQT
Programs: AC, US, AA, UA, BA, QF, DL...
Posts: 464
YQT... ugh. Those GAs, in my opinion, are incompetent. Sheet on the desk that said something like "Zone 1 boarding is in effect to better recognize our premium cabin and Super Elite passengers, and should be called separately." But they called "zones 1 and 2". And then she couldn't even board me properly, and I was met by the concierge at YWG with a bewildered expression, saying "You didn't board the flight!"
In general, I think the service standards on Jazz/Chorus/AC Express are a fair bit lower than AC mainline. The ground staff seem rather inept and the FAs are unenthusiastic if not downright rude. It's one reason why I've changed a lot of my regional flying to Porter.
For various reasons, I've been on a lot of mainline AC flights in the last few months (both domestic and international), and I have to say I've been reasonably impressed. The planes are comfortable (if a bit worn - looking at you, A330 pods!) and the service is friendly and efficient. I even got the chicken on CPH-YYZ last week for the first time in forever!
I'm starting to think that a big part of my generally negative impression of AC comes from my experiences on Jazz rather than AC itself. I think their crappy service is dragging down my opinion of the airline as a whole. It's not a general issue with regional either, BTW. My flights to ORD and LGA on Sky were both fine. It's specifically Jazz/Chorus that's crap-tastic.
Aug 13, 2015, 4:47 pm
#25
Moderator, Air Canada; FlyerTalk Evangelist
Join Date: Feb 2015
Location: YYC
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Aug 13, 2015, 5:32 pm
#26
Join Date: Mar 2014
Programs: AC*Tangerine
Posts: 417
Would we get FastPasses for check in and security lines? Would we get Magic Bands for lounge entry and boarding? Would there be Dole Whip and character appearances in the MLL? Sounds magical...
Aug 13, 2015, 7:39 pm
#27
Moderator, Air Canada; FlyerTalk Evangelist
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If it led to AC staff consistently enforcing policies like zoned boarding, it would be magical!
Aug 13, 2015, 8:32 pm
#28
Join Date: Jul 2013
Location: MLL / AC Cafe
Programs: It's hard to get status when the website won't let me book flights.
Posts: 5,706
quality of service is hard to control when the relationship between the manager and the staff is poor. (or the management). Sure, the added level of the union makes it more complex, but if you keep a great relationship between the mgr and employee quality of service can be great!
Aug 13, 2015, 8:42 pm
#29
Join Date: Oct 2009
Location: YUL
Programs: AC SE (*A Gold), Bonvoy Platinum Elite, Hilton Gold, Amex Platinum / AP Reserve, NEXUS, Global Entry
Posts: 5,691
disagree!
quality of service is hard to control when the relationship between the manager and the staff is poor. (or the management). Sure, the added level of the union makes it more complex, but if you keep a great relationship between the mgr and employee quality of service can be great!
quality of service is hard to control when the relationship between the manager and the staff is poor. (or the management). Sure, the added level of the union makes it more complex, but if you keep a great relationship between the mgr and employee quality of service can be great!