I just returned to my office from the NWA ticket office in downtown Minneapolis. I usually don't go there, but I had a coupon I had to give to them to get the discount.

What upset me was this:

Behind the main counter, the ticket agents have a clear plastic cover over their counter. Beneath this, they place reminders of certian codes, etc. These are all clearly in view of customers. All of these things were facing the agent, not the customer, because they were for the agent to read. That is, except one thing...

This one thing was a letter to the editor clipping from USA today. It had no date, but the Letter's Title was this:

"Air Travelers are the Worst".

The letter was written by a former CS agent for a major airline. It savaged airline passengers, particularly business travellers. The letter reminded business travellers not to forget the "upgrades and free tickets they are frequently given at no cost" and how well they are treated.

The general message and tone of the letter was something like this:

"All airline passengers, particularly business travelers, are monsters.
Customer Service agents and Airlines are always right. Be happy with whatever you get, you spoiled brat."

The clipping was facing the customer, so you couldn't miss it. I felt saddened, like my business wasn't wanted, and that there was a presumption that I was a jerk. I can't imagine what the agent who put that there's motivation was, other than to basically tell the customers to F*** off before they said anything at all.

I respect the right of the airport employee who wrote the letter to express their views. I just feel that it is WHOLLY INAPPROPRIATE to display this letter to customers as if it is a statement of policy.

Oh yeah, and the agent was really mean to me, even though I asked for nothing out of the ordinary. She harassed me about my signature, becuase it didn't "exactly match" the one on my credit card. I offered her a photo ID, but she wouldn't have that.

Impressions???

I am thinking of writing NWA and asking them to have this letter removed. Is that the message they want to send to people who walk into their non-airport ticker office?

And for those of you in MSP, this is on display in the Northstar Center in Downtown Minneapolis, right next to "Take a number" thing.


[This message has been edited by BoSoxFan45 (edited 08-21-2000).]

For my part, I think the employee's freedom of speech ends at the point where the employee speaks for the organization.

When an employee is in uniform, she should adhere to the employer's policy with respect to communication.

I think the airline should be made aware of this. This type of behaviour is unacceptable from any front-line employee of any organization.

Agreed I would most certainly send a letter with the location, agents name, supervisor etc. I would sure thing that agent is in the wrong business.


------------------
Cheers Scott

By all means, tell the airline as quick as you can. As far as you, the customer, are concerned, anything on display in the office is an official company statement. I wouldn't want to do business with a company that has such an attitude towards their customers.

/Pete

Sorry, BoSoxFan45, but you most likely are mistaken, IMHO.

This could NOT possibly have happened at NWA!

-YankeeFan1

BTW- MSP is sooo nice! What do they have posted at places like DTW?

I would send a written letter to NWA HQ, copy to the office supervisor, right away. There is no excuse for this in front of the customers - whao are the only reason they have a job. This really speaks of poor leadership at the office and I'm sure Doc would add overall as well Although I must say that I have never had a problem with NWA in 5 years...well there was that one time...

BoSoxFan: I wonder if I should head downtown on Monday, "discover" it, and mention something to them-- did you mention anything to the agent? What did he/she say?

There's nothing like the "hometown" airline-- although after a CVG nightmare on DL last week, I felt especially at home on NW in FC without pre-departure drinks on Wednesday..... :P

As an executive responsible for customer service delivery among other things, my advice is to write VP Operations, VP Marketing, and VP Investor Relations, copying local newspaper and the airline's frequent flier program chief... This is absolutely, unequivocably inexcusable!

But first, go back with a camera. Seriously.

Elektrik

As an airline employee I have to admit that even the best of us get upset and vent at times. You wouldn't believe some of the things that are said to us and about us when we can hear it. However, there is no excuse for this and IMHO you should have asked immediately for a supervisor and asked if this is how they encourage passenger loyalty. In the business today, as in most businesses, the only thing we have to offer to offset the competition is customer service. When I am at my job, as far as I am concerned, I AM American Airlines, and it behooves me to treat my customer with all the skill and courtesy I can muster. I am sorry this happened and I agree it should be reported to management right away.

my reactions (I hope) would be
1) photo (I probably would have my spy Minox with me)
2) I would tell the employee about my feelings right away - face to face, eye to eye
3) depending on the employee's reaction then ...

Very poor customer relations if the letter faced the customers. Can't imagine why the supervisor of that station has allowed it.

Wouldn't it be VERY interesting to spend a day behind the counter listening to the passengers?????

RDURES1 - You are one of a kind. It's agents like you that make us want to fly. I find that 80 percent of all airline personell except SouthWest Airline agents are control freaks hiding behind the phone and or computer. All NorthWest is doing is bitting the hand which feeds them.

[This message has been edited by Sydneyjb (edited 08-19-2000).]

In the eyes of the airline employee, apparently the customer is the enemy. True, some travelers can be pretty tough, but this attitude that upgrades and awards are FREE is baloney. You don't get them without having bought plenty of tickets. It's a marketing cost for the airline. Hey guys, no matter how you account for them, we PAID for those in one form or another, and by the way, anything you give us is only left after you first tried to sell it.

[This message has been edited by deelmakur (edited 08-19-2000).]