Offers of a Pre-Departure Beverage (PDB) [2019 and Earlier]
#331
FlyerTalk Evangelist
Join Date: Oct 2014
Posts: 10,904
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.
#332
FlyerTalk Evangelist
Join Date: Nov 2009
Location: SEA (the REAL Washington); occasionally in the other Washington (DCA area)
Programs: DL PM 1.57MM; AS MVPG 100K
Posts: 21,371
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 — Dasani bottles at seats, FA standing in the galley
#333
Join Date: Sep 2011
Location: SFO
Programs: AS, UA, WN, IHG Diamond Elite, Hyatt Globalist, Hilton Gold, CET 7*
Posts: 3,299
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 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.
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.
#334
Join Date: Jul 2018
Location: sometimes, strangely, I find myself at home
Programs: I need to do better in managing my affiliations. Oops, I overshot the runway for status next year.
Posts: 650
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.
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.
#335
Join Date: Sep 2011
Location: SFO
Programs: AS, UA, WN, IHG Diamond Elite, Hyatt Globalist, Hilton Gold, CET 7*
Posts: 3,299
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
https://www.alaskaair.com/feedback/general-comments
#336
FlyerTalk Evangelist
Join Date: Oct 2014
Posts: 10,904
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.
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.
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.
#337
Join Date: Sep 2011
Location: SFO
Programs: AS, UA, WN, IHG Diamond Elite, Hyatt Globalist, Hilton Gold, CET 7*
Posts: 3,299
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.
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.
I too, am not an employee, but a customer who cares about consistency.
#338
FlyerTalk Evangelist
Join Date: Oct 2014
Posts: 10,904
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?
#339
Join Date: Mar 2017
Location: British Columbia
Programs: AS MVPG100K, Marriott Marriott Titanium Elite, Hilton Gold
Posts: 7,263
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.
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.
James in Capetown
#340
Join Date: Jan 2012
Location: OC, CA
Programs: AA EXP, 2MM, HH Diamond
Posts: 832
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.
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.
#341
FlyerTalk Evangelist
Join Date: Oct 2014
Posts: 10,904
“It’s not my job” 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, it’s a lot more likely to effect change than not doing something. The fact that it’s not my job, and someone at AS isn’t doing their’s, isn’t a good reason for me to not do something.
#342
Join Date: Oct 2015
Location: Maui
Programs: AS 75K
Posts: 199
OGG-OAK April 17 Flight 814
Sparkling wine or orange juice
#343
Join Date: Jan 2008
Location: Seattle, WA
Programs: AS MVPG, 1MM
Posts: 377
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.
#344
Join Date: Apr 2013
Location: San Francisco
Programs: Alaska 75K (RIP VX), Hyatt Globalist, BonVoy Plat, National Exec
Posts: 197
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 ^
Then, after PDB but before takeoff, FA took drink order to be served once airborne ^
#345
Join Date: Jul 2018
Location: sometimes, strangely, I find myself at home
Programs: I need to do better in managing my affiliations. Oops, I overshot the runway for status next year.
Posts: 650
only water (as usual)
Over 25 minutes sitting in the seat before the door closed.
Over 25 minutes sitting in the seat before the door closed.