I guess we should all check with Slick Rick, to make sure he feels it's an legitimate issue before we post.

[QUOTE=radonc1]I have to agree with you about the Elite luggage tags. I've never seen them make a difference.

What with fuel prices, labor, chapter 11 and hurricanes, I think issues such as a baggage tags aren't really on the CEO's radar these days.

Although one myself, one thing I've notice on this board is that the average FF'er vastly over- estimates his or her importance to any given airline.

Want to leave airline "X"? Fine . There's a whole new crop of FF'ers starting to fly every day, ready to take your place. We aren't a "scarce few" and the airlines know it.

Despite all the lip service and love-fests with their FF'ers, virtually every airline continues to DE-VALUE it's FF program year after year. Right? What does that tell you about how important you REALLY are??

Well said... Continental has been historically liberal with their upgrades to the point where if an elite isn't upgraded it becomes a major issue. I understand that this particular incident is about more than just losing an upgrade, but if you've flown enough to earn elite status and you're willing to dump it and move to a different carrier then you're probably going to do the exact same thing when something similar happens on that other airline. It's all about keeping things in perspective. Bags will get lost, planes will be delayed and every once in a while you'll be in a cloth seat. Such is life.

Check out some of the problems over on the DL board. Those folks, as well as many of the Delta loyalists that I work with, have weathered a series of problems with DL lately that go far beyond shamefully walking from the F to Y cabin on one particular flight. As a CO Plat elite who has flown in coach exactly once in 2005 (757-300) and also flies just about every other carrier in the sky I can assure you you've got it pretty good here. Airlines aren't perfect, but CO does try harder than the rest.

Your safety wasn't compromised, you didn't lose anything of value (except maybe a piece of your ego), there were no egregious and intentional misdeeds by any CO employee and you did get to your destination, right?

I agree and I am aware that CO is not going to lose any sleep over my issues with them. I do feel that as a customer, I have every right to voice my opinion to the airline. I also agree that CO is not the only airline that suffers from some of the same problems, but since to date I haven't flown them very much, I could only speak to the experience of others.

Where I differ with you, is that it won't make a difference if enough customers decide to leave or cut down on their travel, on any one of the legacy carriers. The market share continues to grow for the low cost carriers and shrink for the legacy's. They also seem to have the only profitable business model, in the post 9/11 world. It is also going to very difficult for the legacy's to maintain the current high passenger load percentages, if the economy slows.

As their customer service levels drop and their FF program benefits are diluted, the advantage the legacy's had over the low cost airlines continues to diminish

Maybe you responded too rapidly?
 

Obviously the customer service issues you mention are unacceptable but got clouded when you commenced on your "roll". The issues you raise had no relationship to your experience (which by your admission was down to an unusual discourteous treatment by some CO staff) and had existed long before. Why have you just complained now. Maybe you reacted too soon. The poor upgrade quota, "uncomfortable" fleets, weird partnerships, etc all existed (and you were willing to accept them) prior to your incident. And is it not a good thing that CO planes are full? Maybe it is also true elite status isn't what it used to be but what are the alternatives? Maybe let us know which you plan to take.


We must remember too that we can always opt out of elite benefits, that way they will not be a source of gripe. If you feel baggage tagging is a waste of time then you can always check-in in the non-elite line or request your baggage is not tagged. My personal experience is that elite tagging makes a lot of difference. It may have to do with the airports you fly (I fly mainly EWR/LGA). Last week I flew IAH-LGA and my bag was tenth out and nine bags before me had elite tags. You can also decline an upgrade when you check in online - that way you can save yourself the hassle of an onboard upgrade. Alternatively we can accept the benefits, with their inherent imperfections the OP alludes too. Personally I would prefer a system that occasionally works to one that doesn't exist but I know opinions will differ on this.

I think the mistake is writing your email so soon after the event as we often tend to be emotional, irrational or rant and rave a bit when we do that and thus do not put our case clearly. Always best to allow things cool down a bit then you will be left with what is necessary for you case. I once read a saying that before we speak we should first ask 1) Is it true? i.e. stick to facts only 2) Is it necessary? i.e. only say things necessary to the intended message and 3) are they kind? i.e. remove emotional or personal references.


BTW welcome back to FT!

My plan is to fly CO when it suits me and use another carrier when it doesn't. If that means that I don't hit Platinum, Gold or Silver next year so be it.

As to why I haven't complained before this, the upgrade percentage and having to deal with Colgan Air have not been a issue (at least for me) until recently. The other issues were irritating, but in my opinion not worth a letter to the CEO.

I left this out of my e-mail because it did not effect me, but there was another passenger who paid for a FC seat and was told by the GA that there were none available and that they would not refund him the difference in price (he was a few rows back and I believe he was talking to his admin or travel agent on his cell). I'm not sure what the reason was (he did board late).

I was glad to see that no one else has had a similar experience. I would hate to think that this was happening very often.

It's been interesting to see the different reactions to my post. Some have offered good advice and constructive critiicism, others are the reason I don't post very often and just log on and view the different issues.

While I agree that the situation could have been handled differently, it is my opinion that you expect near perfection in dealing with customers (99.9% of the time); and that isn't realistic. Keep in mind that we have an account from one perspective and we all know the possibility of errors occur with the re-telling of an incident.


Wasn't flying always customer service driven? And how do you see flying as a commodity?



Isn't 14A a decent seat? Why do you expect the FA to remedy a situation the agent created?

I always have my Elite Access tag on my checked bags and have only once not been one of the first bags out.

The time my bag wasn't one of the first my Elite tag had been covered by a new handwritten tag resulting in me being transfered to a TPA-IAH flight from a TPA-EWR flight.

Sh*t happens...some of us just deal with it better than others.

I'm glad Larry has his eye on the big picture, but it's always the details that !@#$ you.

I just wanted to point out that, yes, you are correct, air travel has become a commodity. What that means, however, is that they have become less about customer service and more about transportation. Back when airline travel was NOT a commodity people actually paid higher prices for their airline of choice. Now that it is a commodity, most people aren't purchasing tickets based on which airline treated them better last time, but who has the lowest fare.

As a CO Plat elite who has flown in coach exactly once in 2005 (757-300) and also flies just about every other carrier in the sky I can assure you you've got it pretty good here. Airlines aren't perfect, but CO does try harder than the rest.

My plan is to fly CO when it suits me and use another carrier when it doesn't. If that means that I don't hit Platinum, Gold or Silver next year so be it.


I think that if this is what you want to do then you should do it. I think that everyone needs a reality check and the way to get it is to try other carriers. I had the dubious pleasure of flying US this summer (no choice of mine) and I learned just what poor customer service really means. IT means tired, dirty junglejets (CRJ's) with no pillows, blankets, food or drink and passengers who lost their luggage on an early Saturday morning flight from CLE-Phl. (no stops, no changes). It means FA's who don't even get up for the entire flight except before takeoff and landing. Compared to the US junglejet, the CO kenjet is a veritable dream. You get pillows, blankets, magazines, drinks and snacks in a clean plane. What a difference!
If you think that you will find greener grass elsewhere, then go graze in someone elses pasture. The experience may be enlightening.

Huh?
 

I'm still not seeing how this fits the definition of commodity. Here, I "Googled" for the definition of commodity and only one, of several responses, came close to correlating your reference. So, please, explain how air travel is a commodity, because I'm still not seeing the point.

And to keep this still within topic, how does is this situation different than the disscussion from a couple weeks back regarding a FLL agent?

No but the FA made no attempt to be sure he got a decent seat...

And we also dont just tell people to return to their seat unless it is time to close the door and the person(s) are indicating they have no intention of returning to their seat any time soon. I have a feeling that something has been left out of this story...

WAAAAAAAAAH! Either quit b***hing or try your luck with UA, AA, US, etc. See where that gets you.