AA gate agent berates, prevents mom carrying on breast milk pump & cooler
May 9, 2018, 1:50 pm
#16
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its called a post 9/11world. Some flight attendants use it as a way to exhibit power onto passengers.
May 9, 2018, 7:01 pm
#17
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May 9, 2018, 7:18 pm
#19
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Yes I agree I've noticed more surly GAs than FAs of late. I think its a combination of factors, full flights with pressure to ensure on-time departure, bag fees and that many US flyers bringing their every worldly possession in their carryon, more inexperienced/infrequent flyers, things like BE that disallow carryons and lack of OHB space after G4 that causes more gate checks. While I've never needed their services, I've seen and heard about how the DL "red coats" can be useful in situations where there's a CS issue at a gate - AA should consider having something similar.
May 9, 2018, 7:27 pm
#20
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“If that happened, it’s certainly not professional and not how team members should act,” she said.
If that happened? And who cares about professionalism at this point - we are talking about basic respect.
May 10, 2018, 7:01 am
#21
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Yelling "How many boobs do you have?" at a mortified customer in front of 50 other people is not a relatively small mistake. If that GA were running the podium at Ruth's Chris, or a check-in desk at The Four Seasons, she'd be fired on the spot.
May 10, 2018, 7:06 am
#22
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One suspects that AA is unable to fire a GA on the spot, even if a supervisor/manager had personally witnessed the behavior.
May 10, 2018, 7:26 am
#23
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Breast-pump mom 'humiliated': Know your travel rights, parents. A flight attendant refused to allow Dawnella Brahos to use her breast-pump, a violation of American Airlines policy.
https://www.nbcnewyork.com/news/nati...482128151.html
https://www.nbcnewyork.com/news/nati...482128151.html
(It is Kelsey Myers)
AA claims they will retrain. Sometimes you just cannot train stupid.
May 10, 2018, 8:02 am
#25
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That is absolutely right!
May 10, 2018, 8:22 am
#26
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May 10, 2018, 8:31 am
#27
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Which goes to the root of the airlines' atrocious service image. Even well-intentioned managers (and there aren't many of those) have very limited ability to affect execution quality and drive consistent service delivery. When you have a column of apathetic front-line workers or virtual saboteurs like the GA under discussion here, it's a near-impossible service environment. The fifth columnists know it, too, or they wouldn't abuse customers and their own employer with such carefree impunity.
May 10, 2018, 8:52 am
#28
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Unless there are multiple LAX supervisors with that relatively uncommon name, she's a complete nightmare. I don't understand how she hasn't been fired yet--I saw her berating several customers for asking simple questions.* I only remember her because I needed to take a later flight, and she insisted beyond insisted that there was no such thing as confirmed same day changes, then put me on standby for my desired flight as an RL rather than RV (I was EXP at the time). I noticed I was too far down the list and asked her to fix it, and she was absolutely furious.
*I'm not someone who says customer service agents berate customers just because they're being curt or snarky. I don't think I've ever seen an agent berate a customer except her, and I do mean berate.
*I'm not someone who says customer service agents berate customers just because they're being curt or snarky. I don't think I've ever seen an agent berate a customer except her, and I do mean berate.
May 10, 2018, 9:54 am
#29
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Not all AA Gate agents do their job correctly, not all AA Gate agents are professional, not all AA Gate agents are even remotely competent, not all AA Gate agents disrespect certain PAX due to perceived social station, AA status, race, color, creed, et al, not all AA Gate agents even give a ... crap about PAX, etc.
However:
NO AA Gate agent will EVER be suspended/fired/terminated/taken out and shot, etc. for consistently doing their job incorrectly, being consistently unprofessional, being consistently incompetent, being consistently disrespectful (hello PHL & CLT), consistently screwing over PAX to the advantage of non-revs (hello LAX & SFO), consistently not giving ... a crap, consistently not knowing the rules, etc.
Welcome to the new America(n). I thank (the deity of my choice) that I now only fly when I choose to instead of doing 175-250 segments a year. My heart goes out to that still do!
As always, YMMV.
May 10, 2018, 10:09 am
#30
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1000% agree
But I also suspect the majority on this fora are successful/talented/skillful enough in life that they don't feel the need to be "protected" by the "u" word.
YMMV (but I don't care)
But I also suspect the majority on this fora are successful/talented/skillful enough in life that they don't feel the need to be "protected" by the "u" word.
YMMV (but I don't care)
Last edited by Dallas49er; May 10, 2018 at 10:24 am