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Offers of a Pre-Departure Beverage (PDB) [2019 and Earlier]

Offers of a Pre-Departure Beverage (PDB) [2019 and Earlier]

Old Apr 13, 19, 11:01 am
  #331  
 
Join Date: Oct 2014
Posts: 5,553
Originally Posted by Eastbay1K View Post
Writing up a service failure isn't a matter of chances. It is a matter of reporting a service failure.
I was responding to (and quoting) a post that was talking about inflight management "addressing" the issue. The chances of this actually happening seem pretty low at this point.

I also don't think that reporting a service failure is useful in and of itself. It should be moving towards some goal. If the goal is to prevent future service failures, again, I don't like your chances. If your goal is to amass a large collection of copy-and-pasted responses from customer service, this seems to be a good way to accomplish that goal.
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Old Apr 13, 19, 11:40 am
  #332  
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Originally Posted by NoLaGent View Post
... sending an email to customer care takes all of 2-3 minutes. The last one netted me a $100 credit for no PDB on a P fare from LAX-SFO ...
in response to an online complaint (with almost the exact phrasing that Eastbay1K suggested above) to Customer Service, DL gave me 8000 miles for an AS-like pre-departure experience on a DCA-JFK CR9 a couple weeks ago ó Dasani bottles at seats, FA standing in the galley
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Old Apr 13, 19, 11:43 am
  #333  
 
Join Date: Sep 2011
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Originally Posted by VegasGambler View Post
I was responding to (and quoting) a post that was talking about inflight management "addressing" the issue. The chances of this actually happening seem pretty low at this point.

I also don't think that reporting a service failure is useful in and of itself. It should be moving towards some goal. If the goal is to prevent future service failures, again, I don't like your chances. If your goal is to amass a large collection of copy-and-pasted responses from customer service, this seems to be a good way to accomplish that goal.
I disagree. I've written in at least 5 times about this issue, and will continue to do so. Each and every response has been customized to the flight I've reported on, with varying degrees of customer service appreciation for the input.

This isn't about chances, this is about giving data points to management, which is what they require to effect change. As you can see from this thread alone, changes have been made as there are many reports (including mine) of policy being followed.
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Old Apr 13, 19, 1:32 pm
  #334  
 
Join Date: Jul 2018
Posts: 391
To what email address do you send Customer Care feedback regarding Pre Departure Beverage service?

I checked the Alaska Airlines website and I don't see an email address under "Contact Us" I am familiar with contacting Alaska Airlines using AlaskaListens, phone, texting, Direct Messaging via Twitter, and a web feedback form. But I didn't see an email address.
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Old Apr 13, 19, 1:38 pm
  #335  
 
Join Date: Sep 2011
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You're correct, it's not an email, but via the Feedback Form, which then gives you a report/file# which they then follow-up via email.

https://www.alaskaair.com/feedback/general-comments
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Old Apr 13, 19, 2:15 pm
  #336  
 
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Originally Posted by NoLaGent View Post
I disagree. I've written in at least 5 times about this issue, and will continue to do so. Each and every response has been customized to the flight I've reported on, with varying degrees of customer service appreciation for the input.

This isn't about chances, this is about giving data points to management, which is what they require to effect change. As you can see from this thread alone, changes have been made as there are many reports (including mine) of policy being followed.
I think there were always cases of policy being followed. It's just inconsistent.

Also, I don't work for the airline. It's not my job to collect data about their service for them. That's their job. This is not a partnership. I'm a customer, paying for a service. They are supposed to provide it.

Again, this is not a new problem. I honestly feel that if AS wanted to get this right they would have done so by now. The problem is not that they don't have data points. They are providing the level of service that they wish to provide.

As far as compensation goes -- I'm sure that the fact that you are often traveling in paid first class is relevant. I complained about this once, when I was upgraded, and I got a response telling me the "official" policy, with no compensation.
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Old Apr 13, 19, 3:56 pm
  #337  
 
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Originally Posted by VegasGambler View Post
I think there were always cases of policy being followed. It's just inconsistent.

Also, I don't work for the airline. It's not my job to collect data about their service for them. That's their job. This is not a partnership. I'm a customer, paying for a service. They are supposed to provide it.

Again, this is not a new problem. I honestly feel that if AS wanted to get this right they would have done so by now. The problem is not that they don't have data points. They are providing the level of service that they wish to provide.

As far as compensation goes -- I'm sure that the fact that you are often traveling in paid first class is relevant. I complained about this once, when I was upgraded, and I got a response telling me the "official" policy, with no compensation.
"They" being the front line FAs, in this case. Providing feedback gives management the ability to either further train, or in justified cases, fire those who can't/won't follow policy.

I too, am not an employee, but a customer who cares about consistency.
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Old Apr 13, 19, 7:13 pm
  #338  
 
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Originally Posted by NoLaGent View Post
"They" being the front line FAs, in this case. Providing feedback gives management the ability to either further train, or in justified cases, fire those who can't/won't follow policy.

I too, am not an employee, but a customer who cares about consistency.
I completely agree. My point is that management has had sufficient opportunity to do this, and it appears that they have chosen not to.

Actually, I have real questions about the level of training that goes on, given a report (I think from you?) that an entire shift of GAs thought that they were supposed to try to sell upgrades before upgrading elites. Different issue, but maybe the same root cause?
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Old Apr 13, 19, 10:38 pm
  #339  
 
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Originally Posted by PaperGlider View Post
To what email address do you send Customer Care feedback regarding Pre Departure Beverage service?

I checked the Alaska Airlines website and I don't see an email address under "Contact Us" I am familiar with contacting Alaska Airlines using AlaskaListens, phone, texting, Direct Messaging via Twitter, and a web feedback form. But I didn't see an email address.
You can send an email to [email protected] AS Customer Care is the same department. You will get an automated reply with a case number and replies will be from [email protected] I find it easier than filling in a box on the form that limits characters.

James in Capetown
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Old Apr 13, 19, 11:10 pm
  #340  
 
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Originally Posted by VegasGambler View Post
I think there were always cases of policy being followed. It's just inconsistent.

Also, I don't work for the airline. It's not my job to collect data about their service for them. That's their job. This is not a partnership. I'm a customer, paying for a service. They are supposed to provide it.

Again, this is not a new problem. I honestly feel that if AS wanted to get this right they would have done so by now. The problem is not that they don't have data points. They are providing the level of service that they wish to provide.
ďItís not my jobĒ is a pretty interesting response. When faced with something that bothers me, I can do something or not do something. Even if doing something has a low probability of success in this situation, itís a lot more likely to effect change than not doing something. The fact that itís not my job, and someone at AS isnít doing theirís, isnít a good reason for me to not do something.
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Old Apr 14, 19, 12:23 am
  #341  
 
Join Date: Oct 2014
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Originally Posted by hbtr View Post

ďItís not my jobĒ is a pretty interesting response. When faced with something that bothers me, I can do something or not do something. Even if doing something has a low probability of success in this situation, itís a lot more likely to effect change than not doing something. The fact that itís not my job, and someone at AS isnít doing theirís, isnít a good reason for me to not do something.
I did something! I stopped paying for F on AS, and then for routes where I didn't want to fly economy, I started buying F on another airline. I think that's a reasonable customer response, and it was immediately effective.
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Old Apr 18, 19, 12:34 pm
  #342  
 
Join Date: Oct 2015
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OGG-OAK April 17 Flight 814

Sparkling wine or orange juice
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Old Apr 18, 19, 12:43 pm
  #343  
 
Join Date: Jan 2008
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SEA-MSY last week; nothing at the seat until just before the door closed, then small bottles of water handed out. However, I did notice that the catering may have been delayed as just before that, the service door closed. However, 50 minutes in the air to first drink being delivered. MSY-SEA plenty of time, no PDB. FAs on both flights nice and once going were attentive, but almost an hour before service is pushing it. Yes, I left the usual comment on Alaska Listens. I have come to just be surprised when offered a PDB and have resigned to not expecting it.
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Old Apr 18, 19, 1:03 pm
  #344  
 
Join Date: Apr 2013
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April 16th - SAN to SFO - During boarding, offered juice or sparkling wine (I chose wine)
Then, after PDB but before takeoff, FA took drink order to be served once airborne ^
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Old Apr 18, 19, 4:02 pm
  #345  
 
Join Date: Jul 2018
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only water (as usual)
Over 25 minutes sitting in the seat before the door closed.
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