SD upgrades PAX after door close
Aug 15, 2015, 12:31 pm
#31
Join Date: Oct 2011
Location: YVR
Programs: AC S100K
Posts: 978
This is still not permitted as per ACYYZ/SD. Service recovery or not, stuff like this is simply a no-no in AC's books. In fact, little things like....a SD giving a bottle of sparkling wine to someone in J from the Y inventory (which is where they'd have to get it from as we all know) = disciplinary action.
Exercising judgement to deliver good customer service, or to initiate service recovery, should never result in diciplinary action. That it does is an endemic problem within AC's culture. A problem that, more often than not, lowers the overall service standard we'd like to have.
Aug 15, 2015, 12:35 pm
#32
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Exactly my point.
Exercising judgement to deliver good customer service, or to initiate service recovery, should never result in diciplinary action. That it does is an endemic problem within AC's culture. A problem that, more often than not, lowers the overall service standard we'd like to have.
Exercising judgement to deliver good customer service, or to initiate service recovery, should never result in diciplinary action. That it does is an endemic problem within AC's culture. A problem that, more often than not, lowers the overall service standard we'd like to have.
I agree with you 110% by the way. The stuff I've seen that have gotten AC crews in trouble because of innocuous things like a thank you letter (mentioning things they shouldn't have done) annoy me severely. This is FIRST hand info from AC flight crews. When I do write a thank you letter now, I triple proof read what I say and I make sure I don't say anything that'll get anyone in trouble. Like, really? I'm a customer!
Aug 15, 2015, 12:43 pm
#34
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Aug 15, 2015, 12:58 pm
#35
Join Date: Oct 2011
Location: YVR
Programs: AC S100K
Posts: 978
More a downside of management me thinks.
The C-suite hardly even bothers to pay lip-service to customer service. The only customer whose experience is acknowledged is the paid J passenger.
For everyone else, it's smaller seats, fewer included services and fewer upgrades.
For that matter, marketing the J experience is about the product, rather than service experience.
I doubt it's possible to find a public statement from AC or a comment from a manager that uses "empowered" and "employee" in the same paragraph.
The C-suite hardly even bothers to pay lip-service to customer service. The only customer whose experience is acknowledged is the paid J passenger.
For everyone else, it's smaller seats, fewer included services and fewer upgrades.
For that matter, marketing the J experience is about the product, rather than service experience.
I doubt it's possible to find a public statement from AC or a comment from a manager that uses "empowered" and "employee" in the same paragraph.
Aug 15, 2015, 1:02 pm
#36
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More a downside of management me thinks.
The C-suite hardly even bothers to pay lip-service to customer service. The only customer whose experience is acknowledged is the paid J passenger.
For everyone else, it's smaller seats, fewer included services and fewer upgrades.
For that matter, marketing the J experience is about the product, rather than service experience.
I doubt it's possible to find a public statement from AC or a comment from a manager that uses "empowered" and "employee" in the same paragraph.
The C-suite hardly even bothers to pay lip-service to customer service. The only customer whose experience is acknowledged is the paid J passenger.
For everyone else, it's smaller seats, fewer included services and fewer upgrades.
For that matter, marketing the J experience is about the product, rather than service experience.
I doubt it's possible to find a public statement from AC or a comment from a manager that uses "empowered" and "employee" in the same paragraph.
My experience talking with Stephen K and Ben S have been very pleasant. I do think that they do care about non J paying pax. I'd like to think they care?
Aug 15, 2015, 1:39 pm
#37
Join Date: Oct 2013
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Aug 15, 2015, 3:10 pm
#38
Join Date: Aug 2009
Location: YLW
Programs: AC- SE100 1MM, Hilton Diamond, Marriott Platinum, National Executive, Nexus/GE
Posts: 4,319
Not quite the same but today on AC8134 YYC-YEG on the CRA there were 15 of us on the plane.
Two passengers who were employees with J standby passes sat in J in seats 1DF and all of us in the back. I sat in 12A and could hear them talk how nice it was to sit up front, great leg room etc. they were a nice couple and I am glad they enjoyed the 20 minute flight.
We land and they get off first, they of course need assistance so we all wait for these employees ( retied) to slowly walk with their mobile assistance equipment make their way off of the bridge.
Quick easy trip and my only thought was, an empty J cabin with two employees and 13 of us in the back
And before I am asked, yes I know my facts as I have access to this data.
Two passengers who were employees with J standby passes sat in J in seats 1DF and all of us in the back. I sat in 12A and could hear them talk how nice it was to sit up front, great leg room etc. they were a nice couple and I am glad they enjoyed the 20 minute flight.
We land and they get off first, they of course need assistance so we all wait for these employees ( retied) to slowly walk with their mobile assistance equipment make their way off of the bridge.
Quick easy trip and my only thought was, an empty J cabin with two employees and 13 of us in the back
And before I am asked, yes I know my facts as I have access to this data.
Aug 15, 2015, 4:39 pm
#39
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Exactly my point.
Exercising judgement to deliver good customer service, or to initiate service recovery, should never result in diciplinary action. That it does is an endemic problem within AC's culture. A problem that, more often than not, lowers the overall service standard we'd like to have.
Exercising judgement to deliver good customer service, or to initiate service recovery, should never result in diciplinary action. That it does is an endemic problem within AC's culture. A problem that, more often than not, lowers the overall service standard we'd like to have.
And it would also be the hypocrisy. If eUpa from Flex cheapen the J cabin, what does an in-flight op-up do?
Aug 15, 2015, 5:44 pm
#40
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But there's a difference between service recovery in the sense of a $7 drink and in something that AC values at thousands of dollars.
And it would also be the hypocrisy. If eUpa from Flex cheapen the J cabin, what does an in-flight op-up do?
I'm pretty sure there's a position in AC management for you.
Originally Posted by canadiancow
Exactly my point.
Exercising judgement to deliver good customer service, or to initiate service recovery, should never result in diciplinary action. That it does is an endemic problem within AC's culture. A problem that, more often than not, lowers the overall service standard we'd like to have.
Exercising judgement to deliver good customer service, or to initiate service recovery, should never result in diciplinary action. That it does is an endemic problem within AC's culture. A problem that, more often than not, lowers the overall service standard we'd like to have.
And it would also be the hypocrisy. If eUpa from Flex cheapen the J cabin, what does an in-flight op-up do?
Aug 15, 2015, 9:14 pm
#42
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Aug 15, 2015, 9:22 pm
#43
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Aug 15, 2015, 9:39 pm
#44
Join Date: May 2012
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Aug 16, 2015, 8:50 am
#45
Join Date: Apr 2011
Location: YYC
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Posts: 3,402
You might be more successful in using your credits, but I find it unlikely you are upgraded more often overall. Unless you were relatively unsuccessful in using your upgrades in years past.