ATL gate agents are becoming increasingly unpleasant
Nov 28, 2018, 10:47 pm
#46
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
Instead of what happened to me last time in ATL - was put on the standby list for the next flight and then despite being #1 on the list for 2 seats at the end of boarding - the GA decided to clear 2 parents and a child lower on the list because she "felt bad for them, they have a kid"
This is after I checked in with the GA at T-50 to let her know I was there and waiting for a seat. She confirmed I was #1 on the list, and still didn't clear me. They called a Red Coat, but shut the door after the family, and the Red Coat arrived a few minutes later, and all he could do was apologize...
Nov 29, 2018, 12:07 am
#47
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Instead of what happened to me last time in ATL - was put on the standby list for the next flight and then despite being #1 on the list for 2 seats at the end of boarding - the GA decided to clear 2 parents and a child lower on the list because she "felt bad for them, they have a kid"
This is after I checked in with the GA at T-50 to let her know I was there and waiting for a seat. She confirmed I was #1 on the list, and still didn't clear me. They called a Red Coat, but shut the door after the family, and the Red Coat arrived a few minutes later, and all he could do was apologize...
This is after I checked in with the GA at T-50 to let her know I was there and waiting for a seat. She confirmed I was #1 on the list, and still didn't clear me. They called a Red Coat, but shut the door after the family, and the Red Coat arrived a few minutes later, and all he could do was apologize...
I also hope that the redcoat had the GA retrained and/or disciplined for deliberately violating DL policy at the expense of an elite customer. This is like stealing from one's employer, even if the GA wasn't friends and family with the parents and kid. [It's still theft if you hand the stolen items to some stranger whom you have unilaterally decided to be deserving.] Besides, lots of single parents travel alone with a kid, as do halves of couples who are together but not for some particular flight.
It would have been costly, but IMO this is one of the rare cases where the flight should have returned to the gate, opened the door, and replaced the parents and kid with #1 and #2 who should have been boarded onto the flight. I'd suggest billing the GA for the expense, but I don't think employers are allowed to do that in the USA.
Nov 29, 2018, 4:25 am
#48
Join Date: Feb 2016
Programs: DL DM, SPG Plat 100/LT Gold, Marriott Plat, National Executive Elite
Posts: 2,988
I hope you insisted on more than a verbal apology for that one.
I also hope that the redcoat had the GA retrained and/or disciplined for deliberately violating DL policy at the expense of an elite customer. This is like stealing from one's employer, even if the GA wasn't friends and family with the parents and kid. [It's still theft if you hand the stolen items to some stranger whom you have unilaterally decided to be deserving.] Besides, lots of single parents travel alone with a kid, as do halves of couples who are together but not for some particular flight.
It would have been costly, but IMO this is one of the rare cases where the flight should have returned to the gate, opened the door, and replaced the parents and kid with #1 and #2 who should have been boarded onto the flight. I'd suggest billing the GA for the expense, but I don't think employers are allowed to do that in the USA.
I also hope that the redcoat had the GA retrained and/or disciplined for deliberately violating DL policy at the expense of an elite customer. This is like stealing from one's employer, even if the GA wasn't friends and family with the parents and kid. [It's still theft if you hand the stolen items to some stranger whom you have unilaterally decided to be deserving.] Besides, lots of single parents travel alone with a kid, as do halves of couples who are together but not for some particular flight.
It would have been costly, but IMO this is one of the rare cases where the flight should have returned to the gate, opened the door, and replaced the parents and kid with #1 and #2 who should have been boarded onto the flight. I'd suggest billing the GA for the expense, but I don't think employers are allowed to do that in the USA.
Red Coat in ATL was more worried about documenting the record with a phone book of notes explaining why she gave me a measly $100 voucher, which I said was not enough. She printed the 800 # Customer Care slip on a boarding pass and walked away.
DM Desk was shocked and immediately offered another $200. Agent said I should ask for $600 for IDB, but that she could not issue it and the airport would have to. I was wiped from the standby debacle and just wanted to get to my destination, and focused on that. I would have preferred they kept the funny money and boarded me on the previous flight because I REALLY needed to be at my destination.
Went to gate of next flight to check in again. Same concourse, but other half of it - in ATL, Red Coats work half of the bigger concourses. There was a Red Coat at that gate who assisted me when I went to check in to let them know I was #1 standby on there (the last Red Coat wouldn't confirm me on thr next, despite the flub.)
She asked me why I was rolled onto my 3rd flight now as DM. Gave her the summary - she was shocked and 100x better than the Red Coat at the last gate. She immediately confirmed me, said I was the only DM on the UG list, and also immediately upgraded me. She was wonderful, and I only wish she worked the previous gate.
Next time I connected in ATL, I asked for the Concourse Manager of that Terminal. He was very nice and thoughtful, and I complimented the last Red Coat and let him know what the gate agent did to my standby. He took it all down and said he would personally follow up, and also thanked me for my compliments. I most care about them preventing these issues from RECURRING - I don't want funny money, I want to get there on time.
Nov 29, 2018, 4:33 am
#49
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IMO the $600 (isn't it now a bit more) for an IDB would be appropriate, even if this technically isn't an IDB.
Dec 12, 2018, 9:23 am
#50
Join Date: Jun 2002
Location: Cleveland, OH USA
Posts: 454
Had a encounter with a worthless GA yesterday morning.
Arrived early in ATL and wanted to catch an earlier flight to my destination. I only had to make the hike of 13 gates to get to the departure gate for the earlier flight. I arrived at the gate 30 min. prior to departure, the board stated that they were boarding all zones and the GA was leaning on his hands against the wall. I walked up and greeted him and he looked at me and said "what do you want?". Never had this greeting from a GA in ATL before so it kind of shocked me. I explained that I was on the later flight (3 hours) and I would like to see if there was a seat available on the early flight. He looked at me ans told me I would have to go to the Delta service center (right next to the gate I was at) and he could not do anything. I told him that at T-30 I had always had to go the the gate and the GA had control. He told me again that "I', mot making any changes you have to go to the service center."
I walked to the service center and they told me that it was to late to change the flight. I looked at the agent and said it was T-25 and the plane was just sitting and the door was open why was it to late. Another agent looked at me and said to step over to her computer and she would help me. As the second agent helped me the first went back to talking to the agent next to her about the zipper on her "new" sweater setting off the TSA alarm this morning(more important than helping a customer I guess). The second agent made the change for me and I walked back to the gate.
The GA looked at me and said "Glad you could get the flight changed". I lost it at this point and looked at him and said "no thanks to you". Then I turned and walked down the boarding ramp. When I got on the plane MD-88 there were only about 40 people on the whole plane.
Never had such an attitude from a GA, anywhere, in any country
Arrived early in ATL and wanted to catch an earlier flight to my destination. I only had to make the hike of 13 gates to get to the departure gate for the earlier flight. I arrived at the gate 30 min. prior to departure, the board stated that they were boarding all zones and the GA was leaning on his hands against the wall. I walked up and greeted him and he looked at me and said "what do you want?". Never had this greeting from a GA in ATL before so it kind of shocked me. I explained that I was on the later flight (3 hours) and I would like to see if there was a seat available on the early flight. He looked at me ans told me I would have to go to the Delta service center (right next to the gate I was at) and he could not do anything. I told him that at T-30 I had always had to go the the gate and the GA had control. He told me again that "I', mot making any changes you have to go to the service center."
I walked to the service center and they told me that it was to late to change the flight. I looked at the agent and said it was T-25 and the plane was just sitting and the door was open why was it to late. Another agent looked at me and said to step over to her computer and she would help me. As the second agent helped me the first went back to talking to the agent next to her about the zipper on her "new" sweater setting off the TSA alarm this morning(more important than helping a customer I guess). The second agent made the change for me and I walked back to the gate.
The GA looked at me and said "Glad you could get the flight changed". I lost it at this point and looked at him and said "no thanks to you". Then I turned and walked down the boarding ramp. When I got on the plane MD-88 there were only about 40 people on the whole plane.
Never had such an attitude from a GA, anywhere, in any country
Dec 12, 2018, 9:32 am
#52
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Had a encounter with a worthless GA yesterday morning.
Arrived early in ATL and wanted to catch an earlier flight to my destination. I only had to make the hike of 13 gates to get to the departure gate for the earlier flight. I arrived at the gate 30 min. prior to departure, the board stated that they were boarding all zones and the GA was leaning on his hands against the wall. I walked up and greeted him and he looked at me and said "what do you want?". Never had this greeting from a GA in ATL before so it kind of shocked me. I explained that I was on the later flight (3 hours) and I would like to see if there was a seat available on the early flight. He looked at me ans told me I would have to go to the Delta service center (right next to the gate I was at) and he could not do anything. I told him that at T-30 I had always had to go the the gate and the GA had control. He told me again that "I', mot making any changes you have to go to the service center."
I walked to the service center and they told me that it was to late to change the flight. I looked at the agent and said it was T-25 and the plane was just sitting and the door was open why was it to late. Another agent looked at me and said to step over to her computer and she would help me. As the second agent helped me the first went back to talking to the agent next to her about the zipper on her "new" sweater setting off the TSA alarm this morning(more important than helping a customer I guess). The second agent made the change for me and I walked back to the gate.
The GA looked at me and said "Glad you could get the flight changed". I lost it at this point and looked at him and said "no thanks to you". Then I turned and walked down the boarding ramp. When I got on the plane MD-88 there were only about 40 people on the whole plane.
Never had such an attitude from a GA, anywhere, in any country
Arrived early in ATL and wanted to catch an earlier flight to my destination. I only had to make the hike of 13 gates to get to the departure gate for the earlier flight. I arrived at the gate 30 min. prior to departure, the board stated that they were boarding all zones and the GA was leaning on his hands against the wall. I walked up and greeted him and he looked at me and said "what do you want?". Never had this greeting from a GA in ATL before so it kind of shocked me. I explained that I was on the later flight (3 hours) and I would like to see if there was a seat available on the early flight. He looked at me ans told me I would have to go to the Delta service center (right next to the gate I was at) and he could not do anything. I told him that at T-30 I had always had to go the the gate and the GA had control. He told me again that "I', mot making any changes you have to go to the service center."
I walked to the service center and they told me that it was to late to change the flight. I looked at the agent and said it was T-25 and the plane was just sitting and the door was open why was it to late. Another agent looked at me and said to step over to her computer and she would help me. As the second agent helped me the first went back to talking to the agent next to her about the zipper on her "new" sweater setting off the TSA alarm this morning(more important than helping a customer I guess). The second agent made the change for me and I walked back to the gate.
The GA looked at me and said "Glad you could get the flight changed". I lost it at this point and looked at him and said "no thanks to you". Then I turned and walked down the boarding ramp. When I got on the plane MD-88 there were only about 40 people on the whole plane.
Never had such an attitude from a GA, anywhere, in any country
I hope you'll report this to DL. Their records permit them to identify the GA even if you didn't get a name, although sometimes a physical description of the person serves to confirm who did it.
Dec 12, 2018, 9:37 am
#53
Join Date: Apr 2016
Location: BNA (Nashville)
Programs: HH Diamond
Posts: 6,225
I rarely have a bad experience with GA at ATL or anywhere else. But I am a very charming individual, so that helps.
I have gotten yelled at by a gate agent in FRA once. I think LH. I simply doubled the charm offensive and won them over.
I have gotten yelled at by a gate agent in FRA once. I think LH. I simply doubled the charm offensive and won them over.
Dec 12, 2018, 9:57 am
#54
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Join Date: Jan 2012
Location: Northern Calif./Eastern Ida.
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There are enough people on this board who transit ATL on a regular basis that if everyone filed a complaint for a poor GA interaction and issued a JWD for a good GA interaction, DL would at least be equipped w/ some data to start making some informed employment decisions... Instead we just come here and complain into an echo chamber. This is one reason I love FT! 
Dec 12, 2018, 10:35 am
#55
Join Date: May 2015
Location: DCA
Programs: AA EXP, DL FO, Marriott Titanium
Posts: 6,712
Dec 12, 2018, 11:41 am
#57
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Join Date: Aug 2001
Location: Finally back in Boston after escaping from New York
Posts: 13,644
I was actually just this week lamenting the surly mood of so many ATL agents.
To be sure, I run into a few VERY mice and helpful people, but having flown through ATL at least twice each week for the past eight years, I have noticed a deterioration in the general mood of gate agents. I'm nice, I'm not demanding, and I am still met with grumpiness more than I ever have been.
And to me, the SkyClub people are sometimes warm, but more often aloof and downright pretentious.
But live and let live. I doubt any other carrier is any better.
To be sure, I run into a few VERY mice and helpful people, but having flown through ATL at least twice each week for the past eight years, I have noticed a deterioration in the general mood of gate agents. I'm nice, I'm not demanding, and I am still met with grumpiness more than I ever have been.
And to me, the SkyClub people are sometimes warm, but more often aloof and downright pretentious.
But live and let live. I doubt any other carrier is any better.
I know that you said that you run into very few mice, but why should there be mice at all? It's not like they have to come inside and get out of the ATL cold.
You said that you run into a few very mice and helpful people. Are you implying that the mice aren't helpful? If so, what separates a mean mouse from a nice mouse? Are the mean mice the ones that paint a mouse hole in the wall and then run through it when they're being chased by cats, causing the cats to run into the wall? Because I've seen that happen on one of those nature shows with a mouse named Jerry. Were any of the mice named Jerry? If so, that would have been cool. How does one interact with a mouse, anyway? Do you speak Mousian?
You mentioned the SkyClub. Were the mice in there? If so, that's probably a health hazard.
Thanks,
Mike
Dec 12, 2018, 1:11 pm
#59
Join Date: Jun 2002
Location: Cleveland, OH USA
Posts: 454
I have sent DL an email describing the event and also noted the GA's name and a picture of his badge. He did not even realize that I took the picture of his badge as he scanned my paper boarding pass. DL has all the information they need but I bet there will be nothing done and it is just written off as a customer having a bad day!
I also sent the name of the service agent that was so helpful in getting the change made. Got to give credit where credit is due as well as the negatives
I also sent the name of the service agent that was so helpful in getting the change made. Got to give credit where credit is due as well as the negatives
Last edited by stillontheroad; Dec 13, 2018 at 8:10 am Reason: Additional Info
Dec 12, 2018, 5:24 pm
#60
Join Date: Nov 2017
Programs: Delta PM, Chick FIl-A Red Member
Posts: 46
My experiences with ATL gate agents have always been so-so. To me, anything above a simple seat change or bag-check has always been met with subtle (and at times not so subtle) exasperation. That being said, there is the occasional superstar in ATL. One time, VIPER Cancels had rebooked me onto a flight departing TWO DAYS from when the flight was cancelled (while I was in the air). I went to the gate agent who was manning the arrival/departure of the next flight and showed her what happened. Her colleague graciously called the ticket reissue desk right from the gate and got it taken care of. This spared me a trip to one of the Service Recovery centers/a call to the PM line.
In my humble opinion, the best Delta service I've ever had is a tie between BOS and MCO. The gate agents there just have this 'energy' about them... it's hard to describe. I've never encountered an unpleasant agent in both locations.
In my humble opinion, the best Delta service I've ever had is a tie between BOS and MCO. The gate agents there just have this 'energy' about them... it's hard to describe. I've never encountered an unpleasant agent in both locations.