gate agent complaint
Dec 26, 2007 | 10:31 pm
#1
Original Poster
Join Date: Sep 2007
Location: IAH
Programs: UA 1K MM, SPG Platinum
Posts: 88
gate agent complaint
Fellow FT'er's: Below is a complaint I just sent to Continental regarding what might seem to be a minimal delay, yet a bigger concern due to what appears to be the failure to disclose information. I welcome your feedback. Thanks.
"This is a complaint regarding the gate agent for flight 2722, departing from EWR to RIC on 12/18/2007, with service on a regional jet. The agent failed to follow your airline's own policy regarding your commitment to customers, and I also think the agent may have lied to me.
On 12/18, I proceeded to the gate at 12:10, the printed boarding time on my ticket. By 12:30, with nearly perfect weather, the gate agent had not yet began to board the flight. I suspected something was wrong and I approached the agent (a white female) and asked her if there was a problem with the flight. She said, "No, there are only 30 people on this flight so we don't need that long to board." That sounded strange, but I accepted her response at face value. But by 12:35, just ten minutes before departure, the agent still had not began to board the flight. Moreover, the message board above the gate didn't reflect any kind of changed status.
So I called the Continental Elite reservations line and asked if there was anything wrong with the flight. The agent responded that everything was fine. I then pointed out that the flight was scheduled to leave the gate in less than 10 minutes, yet not one person had boarded the plane. I then asked the representative to check with EWR operations. She then placed me on hold and did the checking. She came back and told me that the in-bound flight had been delayed by about 20 minutes. I thanked her and at about that time our flight began to board. The flight departed late, though we still arrived in Richmond relatively on-time.
I am making this complaint because like all passengers, I expect the airline to follow its own Customers First policy of keeping passengers informed when there is a delay, even if it is minimal (i.e., a late inbound plane). In this case, the delay was probably less than 15 minutes, but for me to find out the truth, I had to do the legwork myself by calling the elite line and even then I had to ask the reservations agent to check with operations to learn that our outbound flight really wasn't going to board on-time. I find it very interesting that when I asked the gate agent why we weren't boarding, she gave me the response she did. Is it possible that she really didn't know the inbound flight was delayed? Or, with the regional jets, are the boarding times generally shorter than with Boeing equipment? The bottom line is that customers have a right to be kept informed regarding delays. This time it was only a 15-20 minute delay, but it could have been a much longer delay due to an ATC hold. The worst parts of a delay are not knowing the reason for the delay or the estimated length of the delay.
If I am mistaken on my interpretation of your Customers First policy, please tell me. Likewise, if I am wrong about any of the facts in this letter, please correct me. I fly Continental often, and I want to know what the rules are for delay notifications. Thank you for your review and response to this letter."
"This is a complaint regarding the gate agent for flight 2722, departing from EWR to RIC on 12/18/2007, with service on a regional jet. The agent failed to follow your airline's own policy regarding your commitment to customers, and I also think the agent may have lied to me.
On 12/18, I proceeded to the gate at 12:10, the printed boarding time on my ticket. By 12:30, with nearly perfect weather, the gate agent had not yet began to board the flight. I suspected something was wrong and I approached the agent (a white female) and asked her if there was a problem with the flight. She said, "No, there are only 30 people on this flight so we don't need that long to board." That sounded strange, but I accepted her response at face value. But by 12:35, just ten minutes before departure, the agent still had not began to board the flight. Moreover, the message board above the gate didn't reflect any kind of changed status.
So I called the Continental Elite reservations line and asked if there was anything wrong with the flight. The agent responded that everything was fine. I then pointed out that the flight was scheduled to leave the gate in less than 10 minutes, yet not one person had boarded the plane. I then asked the representative to check with EWR operations. She then placed me on hold and did the checking. She came back and told me that the in-bound flight had been delayed by about 20 minutes. I thanked her and at about that time our flight began to board. The flight departed late, though we still arrived in Richmond relatively on-time.
I am making this complaint because like all passengers, I expect the airline to follow its own Customers First policy of keeping passengers informed when there is a delay, even if it is minimal (i.e., a late inbound plane). In this case, the delay was probably less than 15 minutes, but for me to find out the truth, I had to do the legwork myself by calling the elite line and even then I had to ask the reservations agent to check with operations to learn that our outbound flight really wasn't going to board on-time. I find it very interesting that when I asked the gate agent why we weren't boarding, she gave me the response she did. Is it possible that she really didn't know the inbound flight was delayed? Or, with the regional jets, are the boarding times generally shorter than with Boeing equipment? The bottom line is that customers have a right to be kept informed regarding delays. This time it was only a 15-20 minute delay, but it could have been a much longer delay due to an ATC hold. The worst parts of a delay are not knowing the reason for the delay or the estimated length of the delay.
If I am mistaken on my interpretation of your Customers First policy, please tell me. Likewise, if I am wrong about any of the facts in this letter, please correct me. I fly Continental often, and I want to know what the rules are for delay notifications. Thank you for your review and response to this letter."
Dec 26, 2007 | 10:48 pm
#2
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Join Date: Apr 2006
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Fellow FT'er's: Below is a complaint I just sent to Continental regarding what might seem to be a minimal delay, yet a bigger concern due to what appears to be the failure to disclose information. I welcome your feedback. Thanks.
"This is a complaint regarding the gate agent for flight 2722, departing from EWR to RIC on 12/18/2007, with service on a regional jet. The agent failed to follow your airline's own policy regarding your commitment to customers, and I also think the agent may have lied to me.
On 12/18, I proceeded to the gate at 12:10, the printed boarding time on my ticket. By 12:30, with nearly perfect weather, the gate agent had not yet began to board the flight. I suspected something was wrong and I approached the agent (a white female) and asked her if there was a problem with the flight. She said, "No, there are only 30 people on this flight so we don't need that long to board." That sounded strange, but I accepted her response at face value. But by 12:35, just ten minutes before departure, the agent still had not began to board the flight. Moreover, the message board above the gate didn't reflect any kind of changed status.
So I called the Continental Elite reservations line and asked if there was anything wrong with the flight. The agent responded that everything was fine. I then pointed out that the flight was scheduled to leave the gate in less than 10 minutes, yet not one person had boarded the plane. I then asked the representative to check with EWR operations. She then placed me on hold and did the checking. She came back and told me that the in-bound flight had been delayed by about 20 minutes. I thanked her and at about that time our flight began to board. The flight departed late, though we still arrived in Richmond relatively on-time.
I am making this complaint because like all passengers, I expect the airline to follow its own Customers First policy of keeping passengers informed when there is a delay, even if it is minimal (i.e., a late inbound plane). In this case, the delay was probably less than 15 minutes, but for me to find out the truth, I had to do the legwork myself by calling the elite line and even then I had to ask the reservations agent to check with operations to learn that our outbound flight really wasn't going to board on-time. I find it very interesting that when I asked the gate agent why we weren't boarding, she gave me the response she did. Is it possible that she really didn't know the inbound flight was delayed? Or, with the regional jets, are the boarding times generally shorter than with Boeing equipment? The bottom line is that customers have a right to be kept informed regarding delays. This time it was only a 15-20 minute delay, but it could have been a much longer delay due to an ATC hold. The worst parts of a delay are not knowing the reason for the delay or the estimated length of the delay.
If I am mistaken on my interpretation of your Customers First policy, please tell me. Likewise, if I am wrong about any of the facts in this letter, please correct me. I fly Continental often, and I want to know what the rules are for delay notifications. Thank you for your review and response to this letter."
"This is a complaint regarding the gate agent for flight 2722, departing from EWR to RIC on 12/18/2007, with service on a regional jet. The agent failed to follow your airline's own policy regarding your commitment to customers, and I also think the agent may have lied to me.
On 12/18, I proceeded to the gate at 12:10, the printed boarding time on my ticket. By 12:30, with nearly perfect weather, the gate agent had not yet began to board the flight. I suspected something was wrong and I approached the agent (a white female) and asked her if there was a problem with the flight. She said, "No, there are only 30 people on this flight so we don't need that long to board." That sounded strange, but I accepted her response at face value. But by 12:35, just ten minutes before departure, the agent still had not began to board the flight. Moreover, the message board above the gate didn't reflect any kind of changed status.
So I called the Continental Elite reservations line and asked if there was anything wrong with the flight. The agent responded that everything was fine. I then pointed out that the flight was scheduled to leave the gate in less than 10 minutes, yet not one person had boarded the plane. I then asked the representative to check with EWR operations. She then placed me on hold and did the checking. She came back and told me that the in-bound flight had been delayed by about 20 minutes. I thanked her and at about that time our flight began to board. The flight departed late, though we still arrived in Richmond relatively on-time.
I am making this complaint because like all passengers, I expect the airline to follow its own Customers First policy of keeping passengers informed when there is a delay, even if it is minimal (i.e., a late inbound plane). In this case, the delay was probably less than 15 minutes, but for me to find out the truth, I had to do the legwork myself by calling the elite line and even then I had to ask the reservations agent to check with operations to learn that our outbound flight really wasn't going to board on-time. I find it very interesting that when I asked the gate agent why we weren't boarding, she gave me the response she did. Is it possible that she really didn't know the inbound flight was delayed? Or, with the regional jets, are the boarding times generally shorter than with Boeing equipment? The bottom line is that customers have a right to be kept informed regarding delays. This time it was only a 15-20 minute delay, but it could have been a much longer delay due to an ATC hold. The worst parts of a delay are not knowing the reason for the delay or the estimated length of the delay.
If I am mistaken on my interpretation of your Customers First policy, please tell me. Likewise, if I am wrong about any of the facts in this letter, please correct me. I fly Continental often, and I want to know what the rules are for delay notifications. Thank you for your review and response to this letter."
In fairness, your expectations of both DL and CO are unreasonable. I suggest you stop flying either carrier--in fact any legacy or LCC carrier--if you want problem-free travels. Maybe charter a private jet?
Dec 26, 2007 | 11:14 pm
#3
Join Date: Sep 2005
Location: OOL
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When you step into an airport and look at the departure-boards, it's like Alice stepping through the looking glass - the normal standards of truth and honesty no longer apply.
GA's are notorious for making up stupid answers if the livestock ask questions. And the notice-boards will publish any nonsense in an effort to gather the livestock at the gate: "On time", "Boarding", "Final Call"...
And occasionally decent people like HNL2017 will encounter this convention of lies and recoil. Sorry, that's how airlines have always operated and there's not enough of us to change it.
GA's are notorious for making up stupid answers if the livestock ask questions. And the notice-boards will publish any nonsense in an effort to gather the livestock at the gate: "On time", "Boarding", "Final Call"...
And occasionally decent people like HNL2017 will encounter this convention of lies and recoil. Sorry, that's how airlines have always operated and there's not enough of us to change it.
Dec 26, 2007 | 11:32 pm
#4
Join Date: Oct 2007
Location: DFW
Programs: AA EXP (2MM), HHonors Diamond
Posts: 444
Oh for pete's sake! I understand your issue of "staying informed" but when we're dealing with a 20 minute or so departure delay and then in the end, an ontime arrival, what's the big deal? The fact that the agent wasn't informed of the inbound delay? Ok, yes, she should have been informed, but wasn't and guess what? That happens more times than I can count on my fingers, toes, tenticles, paws, hooves and any other extremity I can think of.
Next time take a gander over to the monitor and check out which inbound flight is arriving at your gate. When you see what the arrival time is for that flight you'll be able to determine what your estimated departure time might be. You'll also save yourself a lot of stress of calling the "elite line," being placed on hold and waiting for an answer. As a passenger, should you have to do that type of "investigation?" No, but unfortunately that's going to be your best option and save you a lot of worrying.
Next time take a gander over to the monitor and check out which inbound flight is arriving at your gate. When you see what the arrival time is for that flight you'll be able to determine what your estimated departure time might be. You'll also save yourself a lot of stress of calling the "elite line," being placed on hold and waiting for an answer. As a passenger, should you have to do that type of "investigation?" No, but unfortunately that's going to be your best option and save you a lot of worrying.
Dec 26, 2007 | 11:36 pm
#5
Join Date: Apr 2007
Location: nyc
Programs: CO Plat & MP 1K
Posts: 870
I agree that the GA should have been honest with you and explained that the flight was a little delayed and that boarding would be delayed a bit. But given that you ended up arriving on time, the delay really was minor and not something to be alarmed about. And although the GA was rude by not telling you all the truth (I think the crime was more one of omission rather than commission because what the GA did tell you was true -- the flight was small and boarding would be fast), I don't think it is worth writing a letter about.
I suspect the GA did not tell you all the facts because she had a lot of things to deal with and maybe she was worried if she told you the flight was delayed you would leave the gate area and then cause another problem for her if you weren't there when the flight did arrive and board. The CO Express Jets have a very quick turnaround (when they can) and the pressure is more to get the PAX on as soon as they can.
I suspect the GA did not tell you all the facts because she had a lot of things to deal with and maybe she was worried if she told you the flight was delayed you would leave the gate area and then cause another problem for her if you weren't there when the flight did arrive and board. The CO Express Jets have a very quick turnaround (when they can) and the pressure is more to get the PAX on as soon as they can.
Dec 26, 2007 | 11:36 pm
#6
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Join Date: Sep 2003
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I've heard of people who complain about everything, but up until today, hadn't seen anyone that actually exhibited such behavior. 
Dec 26, 2007 | 11:54 pm
#7
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Join Date: Jul 2007
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When you step into an airport and look at the departure-boards, it's like Alice stepping through the looking glass - the normal standards of truth and honesty no longer apply.
GA's are notorious for making up stupid answers if the livestock ask questions. And the notice-boards will publish any nonsense in an effort to gather the livestock at the gate: "On time", "Boarding", "Final Call"...
And occasionally decent people like HNL2017 will encounter this convention of lies and recoil. Sorry, that's how airlines have always operated and there's not enough of us to change it.
GA's are notorious for making up stupid answers if the livestock ask questions. And the notice-boards will publish any nonsense in an effort to gather the livestock at the gate: "On time", "Boarding", "Final Call"...
And occasionally decent people like HNL2017 will encounter this convention of lies and recoil. Sorry, that's how airlines have always operated and there's not enough of us to change it.
Dec 27, 2007 | 12:26 am
#8
Join Date: Sep 2007
Location: retired from SFO Terminal 3
Posts: 7,437
We are instructed to inform passengers about delays but it doesn't always happen. If the delay is under 15 minutes I don't say anything. I have discovered that people like HNL2017 rush up to the counter to argue and complain when public annoucements are made. For some reason they never seem to hear the reasons as to why the delay is occuring and these same people have to make their displeasure known.
Dec 27, 2007 | 2:50 am
#9
Join Date: Nov 2003
Location: LAX
Programs: Ex-CO Silver
Posts: 733
Wow. I must be a little weird because when I fly, I've come to expect it to basically be an almost all-day event even if it's just a 1 or 2 hour scheduled flight. A flight delay of only 15-20 minutes is very much appreciated by me.
You became Elite without ever experiencing a 20 minute delay before?
That's amazing.
You became Elite without ever experiencing a 20 minute delay before?
That's amazing.
Last edited by whiteknuckles; Dec 27, 2007 at 9:45 am
Dec 27, 2007 | 5:36 am
#10
Join Date: Oct 2006
Location: Somewhere between Pittsburgh and Akron
Programs: Marriott Plat,Priority Club Plat
Posts: 215
As for the boarding pass showing a boarding time of 35 minutes b4 scheduled departure time. This is a standard boarding time for 737-300/500/700. I am not sure why CO has not changed the boarding time for RJs to 20 minutes.
Dec 27, 2007 | 6:47 am
#11
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I can now say that I have heard it all.
I can now say that I have heard it all.
Dec 27, 2007 | 6:51 am
#12
Join Date: Nov 2007
Location: North by God Royalton, Ohio
Programs: OnePass Ex-Platinum now dirtinum
Posts: 1,054
Have you ever flown out of EWR before???
A twenty minute delay in boarding there wouldn't be at all out of the ordinary. As you noted, you got to your destination on time. There's a built in cushion on the flights for ground delays. Would you have preferred to board on time, push back, and sit in the penalty box?
A twenty minute delay in boarding there wouldn't be at all out of the ordinary. As you noted, you got to your destination on time. There's a built in cushion on the flights for ground delays. Would you have preferred to board on time, push back, and sit in the penalty box?
Dec 27, 2007 | 7:09 am
#13
Join Date: Dec 2006
Programs: SkyMiles Silver, OnePass Gold, AAdvantage Gold, AS, NW, US, UA, LH
Posts: 347
Please tell me you didn't really waste somebody's time at Continental Airlines sending in such a petty gripe. It takes alot of people to staff Newark Airport and not all of them are airline operations afficianados, not all of them are always having a good day. Sometimes equipment is swapped, any number of things happen and the information changes. Had the delay been over an hour and there hadn't been any information, yes that would have been frustrating.
Bottom line, you didn't board at the time printed on your boarding pass. The agent didn't share with you the entire history of the aircraft and its flight crew. You arrived on-time, and you're still complaining. Your expectations need to align with reality, you've got to cut the airline some slack, nobody and nothing is completely perfect.
Bottom line, you didn't board at the time printed on your boarding pass. The agent didn't share with you the entire history of the aircraft and its flight crew. You arrived on-time, and you're still complaining. Your expectations need to align with reality, you've got to cut the airline some slack, nobody and nothing is completely perfect.
Dec 27, 2007 | 7:16 am
#14
Join Date: Nov 2006
Location: Bahamas
Programs: AA Plat
Posts: 959
Have you ever flown out of EWR before???
A twenty minute delay in boarding there wouldn't be at all out of the ordinary. As you noted, you got to your destination on time. There's a built in cushion on the flights for ground delays. Would you have preferred to board on time, push back, and sit in the penalty box?
A twenty minute delay in boarding there wouldn't be at all out of the ordinary. As you noted, you got to your destination on time. There's a built in cushion on the flights for ground delays. Would you have preferred to board on time, push back, and sit in the penalty box?
Dec 27, 2007 | 7:37 am
#15
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Seriously, if I ever actually CALL CO 10 minutes before flight time to see what the hold up is, someone shoot me.
Seriously, if I ever actually CALL CO 10 minutes before flight time to see what the hold up is, someone shoot me.