Question for the FAs
Dec 11, 2007 | 2:52 pm
#1
Original Poster
Join Date: Feb 2000
Location: TPA & MCO
Programs: DL Diamond, AA EXP & UA Gold
Posts: 3,051
Question for the FAs
Continental FAs:
What happens when you receive customer praise or criticism for one of your flights? Are you notified of the comment? Does it have any impact (meaning should we even bother)?
Thanks!
What happens when you receive customer praise or criticism for one of your flights? Are you notified of the comment? Does it have any impact (meaning should we even bother)?
Thanks!
Dec 11, 2007 | 3:00 pm
#2
Join Date: Jun 2005
Posts: 166
It goes to HDQT's then works it way to our Supervisor. If it is a complaint, we are asked to fill out a statement on our side of the story and usually never hear about it again, unless it's something horrific, which I've never had so not sure what happens after that. If it is a good letter, a copy of the letter is given to us after it has been through the proper channels of Inflight and we get a "Kudos" letter from the Supervisor. I urge you to send one either way if you feel very strongly about something that did or did not happen on your flight. Thanks for asking......
Dec 11, 2007 | 4:29 pm
#3
Guest
Posts: n/a
If it's a praise (this is rare), we'll get a generic letter from Larry.
If it's a complaint, we probably won't hear anything about it at all as it will probably be thrown away immediately by whoever opens it @ HQS (they have better things to do that sort through the "John is an @$$hole" letters), unless it involves a legal (ie, discrimination) or medical issue. In that case, as skydiva said, we'll just give our account of what happened and never hear about it again.
If it's a complaint, we probably won't hear anything about it at all as it will probably be thrown away immediately by whoever opens it @ HQS (they have better things to do that sort through the "John is an @$$hole" letters), unless it involves a legal (ie, discrimination) or medical issue. In that case, as skydiva said, we'll just give our account of what happened and never hear about it again.
Dec 11, 2007 | 4:58 pm
#4
FlyerTalk Evangelist
Join Date: Apr 2006
Location: Los Angeles, California
Programs: United LT-GS, AA LT-Plat, Hyatt LT-Globalist, Hilton LT-Diamond, Marriott LT-Titanium, Hertz PC
Posts: 15,832
If it's a praise (this is rare), we'll get a generic letter from Larry.
If it's a complaint, we probably won't hear anything about it at all as it will probably be thrown away immediately by whoever opens it @ HQS (they have better things to do that sort through the "John is an @$$hole" letters), unless it involves a legal (ie, discrimination) or medical issue. In that case, as skydiva said, we'll just give our account of what happened and never hear about it again.
If it's a complaint, we probably won't hear anything about it at all as it will probably be thrown away immediately by whoever opens it @ HQS (they have better things to do that sort through the "John is an @$$hole" letters), unless it involves a legal (ie, discrimination) or medical issue. In that case, as skydiva said, we'll just give our account of what happened and never hear about it again.
Dec 11, 2007 | 5:01 pm
#5
Join Date: Oct 1999
Location: Denver, CO
Posts: 219
If it's a praise (this is rare), we'll get a generic letter from Larry.
If it's a complaint, we probably won't hear anything about it at all as it will probably be thrown away immediately by whoever opens it @ HQS (they have better things to do that sort through the "John is an @$$hole" letters), unless it involves a legal (ie, discrimination) or medical issue. In that case, as skydiva said, we'll just give our account of what happened and never hear about it again.
If it's a complaint, we probably won't hear anything about it at all as it will probably be thrown away immediately by whoever opens it @ HQS (they have better things to do that sort through the "John is an @$$hole" letters), unless it involves a legal (ie, discrimination) or medical issue. In that case, as skydiva said, we'll just give our account of what happened and never hear about it again.
Good, Bad or Ugly....send it in; they want to hear about it.
Dec 11, 2007 | 5:06 pm
#6
Join Date: Apr 2007
Location: SAT
Programs: UA Premier Silver
Posts: 3,682
So which one is it?
Dec 11, 2007 | 5:43 pm
#8
Join Date: Sep 2007
Location: retired from SFO Terminal 3
Posts: 7,437
Answering this as the Gate Agent and for all ground staff employees:
Letters are sent to the station manager, who forwards them to the person's supervisor and then we see them. Good letter are given to us and placed in our employee file. Bad letters require the supervisor and the employee to answer.
At my station, all the bad comments/letters are posted on a board (names deleted) for us to see and read.
Letters are sent to the station manager, who forwards them to the person's supervisor and then we see them. Good letter are given to us and placed in our employee file. Bad letters require the supervisor and the employee to answer.
At my station, all the bad comments/letters are posted on a board (names deleted) for us to see and read.
Dec 11, 2007 | 5:50 pm
#9
Join Date: Dec 2007
Location: Austin, TX
Programs: UA S; Marriott LG; IHG P; Hertz PC; AA, WN, Pan Am!
Posts: 820
Dec 11, 2007 | 7:07 pm
#10
Join Date: Jan 2002
Location: NJ
Programs: Retired-CO Former Long-time Plat, Now a Kettle, Hilton Gold (Thanks AMEX)
Posts: 475
I had a minor issue about 10 years ago. I got off an ATR in Newark, to find all the gate checked bags sitting in a big puddle. No damage, but not a good policy. I sent in a comment card just mentioning that it might be a good idea to mention to the ramp people to try to find dry ground. A week later, I received a call from Gordon himself, apologizing for the wet bag. Impressed the hell out of me. ^
Dec 11, 2007 | 7:17 pm
#11
Join Date: Dec 2007
Location: IAH
Programs: OnePass
Posts: 102
Usually people write bad letters, when we are happy with service we do not coment on it
Dec 11, 2007 | 7:24 pm
#12
Join Date: Apr 2007
Location: SAT
Programs: UA Premier Silver
Posts: 3,682
I usually always write letters to CO about good things. The only ones I have written negatively was the fact that it takes forever for bags to come out at SAT.
Last edited by OPFlyer; Dec 11, 2007 at 7:30 pm
Dec 11, 2007 | 8:23 pm
#13
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,092
When I do a positive comment, I usually use the postcard in the magazine, and hand it to the employee directly. That way they see it before it gets turned in.
I wish CO would hand out the positive comment cards a la UA. It encourages customers to write in positive things.
I wish CO would hand out the positive comment cards a la UA. It encourages customers to write in positive things.
Dec 11, 2007 | 8:32 pm
#14
FlyerTalk Evangelist
Join Date: Apr 2006
Location: Los Angeles, California
Programs: United LT-GS, AA LT-Plat, Hyatt LT-Globalist, Hilton LT-Diamond, Marriott LT-Titanium, Hertz PC
Posts: 15,832
Dec 11, 2007 | 8:45 pm
#15
Join Date: Sep 2007
Location: retired from SFO Terminal 3
Posts: 7,437
In a small station you can make an educated guess who the passenger is complaining about! These letters do make interesting reading. For the most part the complaints are usually about the rules and regulations; change fees, extra baggage fees and running out of overhead space.