Appaling check-in agent. Should I complain?
 

Normally, I wouldn't be writing this kind of thing because usually ANA is VERY good in terms of service. Both in the air and on the ground.

However, this time ANA has disappointed me quite badly...

1. As soon as I approach the First Class check-in counter (a *G previlege on ANA), she tells me, in a rude tone, "Excuse me, this line is for First Class passengers only". I understand that being 17, I don't exactly look like the average "premium customer", but is there any need for this rudeness?

2. When I hand her the wrong part of the ticket (the itinary card) she glares at me with the "are you stupid or what" look and then says loundly, "Sir, this is NOT a ticket."

3. She fails to give me a lounge invitation. This should be such a routine procedure by now, I'm convinced it was on purpose...

4. When asking for a Fast Track sticker, she tells me "Sir, only First/Business Class passengers may use this facility". Not true, because her neighbour (Biz Class check-in agent) tells her "Actually, if they ask, *Gs are allowed Fast Track". So she reluctantly puts one on my BP. Then I ask her to put on my friend's BP (He was travelling Virgin Atlantic). This time she flips and says in a very "excited" manner, "Sir, why doesn't your friend ask Virgin? He's travelling on Virgin, so why doesn't he ask Virgin?".

4. As soon as she's finished printing the BP, she gathers everything hastly and "slams down" everything on the desk in front of me. She most definately did NOT ask whether I had any other questions or requests.

This is most definately not the standard I expect from a First Class check-in on an airline I know prides itself on service. This is the first time I have ever experienced such a low level from any part of the airline.

Should I complain? Will they care? Who should I address this to?

Inputs will be greatly appreciated. Thank you in advance...

(PS. The flight itself was absolutely wonderful even though I was on Economy. Something had to happen to offfset this incident...?!)

-stargold-

(corrected for a few additional details)

[This message has been edited by stargold (edited 12-15-2000).]

Star * gold does has its perks, and it seems you were not offered too many! What the deal is with your buddy travelling Virgin I do not understand, and can't imagine he automatically gets Fast Track (whatever that is!) based on your * card, but yes if you have her name, check the ANA website for their CS address. http://www.flyertalk.com/forum/smile.gif

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~ Happy Holidays! ... Glen ~

Which sector was this anyway?

I do fly ANA often and do exactly find their check in staff helpful too.

stargold, NH does have a costomer complaint/comment office -- I forgot the official name. Email them from their web site and ask for it. I'm sure they'll let you know.

I wonder which airport it was. Fast track? Canada?

Perhaps, you have been lucky so far. I have met my own share of those less than perfectly pleasant staff at NH. http://www.flyertalk.com/forum/frown.gif

If this scenario happened to me, I would have politely asked for a supervisor on the spot.

If I felt too akward speaking to him/her further (the rude agent), I would have went to the agent next to him/her to page the supervisor.

People like this need to be reprimanded immediately to learn their lesson.

My experience in dealing with people like this is that they would immediately be taken out of service by the supervisor for additional training. One time, this happened to me, the person was FIRED on the spot because there were many other complaints recently about that person.

My experience with waiting (intending) to complain when I get back home is that:
[*] I forget.[*] Details are omitted at a later date[*] The proper message does not get across to the right people[*] The nature of the problem's urgency is lost

Oh, come now Chiangi, you should have been able to guess this one! http://www.flyertalk.com/forum/wink.gif

It's LHR, obviously. The only place that NH and VS both serve that has FastTrack.

My inclination might have been to pick up my ticket/card/ppt/ etc and walk nextdoor to the J class line, telling the agent that if she was unable to help me in a pleasant manner, I am sure that her colleagues would.

I would certainly write, if only to draw this to the attention of the station manager.

Okay, in any situation like that, speak with a supervisor immedatly. The agent should have gotten him, dont feel uncomfortable about asking. If the situation was not resolved to your liking, take note of all pertanat details (time, name of agent, etc) and call the customer complaint line. If that doesnt work, write a letter and include what you want to happen, and send it.

A few clarifications:

1. The reason I asked my friend's BP to be stickered Fast Track is that he was otherwise ineligible for the service. My point is that a "I'm afraid I am unable to offer you this service to him, sir" would have been a whole lot more appropriate than acting as if I'm stupid in asking at all. Besides, when I went to the economy line later to change my seat assignment, the agent there was ever so pleasant and gave me the sticker.

2. Yes, this was indeed at LHR... on my way to SEL through NRT

3. What made this downfall more obvious was how nice the agent (not the same one obviously) was last time. I had a nice chat with her for about 10 minutes (the line wasn't busy at all) and she was definately the best I've ever experienced. Made sure I had everything I needed and addressed me by my name etc.

(corrected for minor details)

[This message has been edited by stargold (edited 12-15-2000).]

(sorry, dupe post)

[This message has been edited by stargold (edited 12-15-2000).]

You do yourself a favor by tendering your complaint - if you do not, then the airline does not get the feedback they need to improve. In the long run, you will not have been the only customer treated this way and the airline loses business, thereby having to lower their level of service to stay in the game.

The fine art of the put-down is in making your feel powerless and inadequate. So, you are right to feel squashed like a bug - that was the agent's intent. All the suggestions made by other FT'ers are good -- the main thing is to get the help that you are seeking - that is the agent's job.

Thanks, AC*SE http://www.flyertalk.com/forum/smile.gif Right, I should have guessed it better.

I have to admit that I rarely visit London. I sometimes transit through LHR. This year, I only checked in twice at LHR, one for CX economy and the other BA business. Both of them never mentioned fast track for departure. CX did gave me an envelope for fast track for arrival. And the only other place that I got that fast track stamp was YVR when I flew AC last year. http://www.flyertalk.com/forum/smile.gif I wonder if it is a common feature for all airlines.

My last three visits through LHR have been transits of less than 12 hours each, so I've never had to check in.

Maybe someone could help me here. How does Fast Track in LHR work? I used to get "Fast Track/Blue Lane" stickers on AA between Latin America and the USA, but I don't remember getting through immigration any "faster". Thanks.

I used to just get the Fast Track (usually pink) tag thing on the plane along with my immigration/customs card before arrival.

Starman, that is disgraceful conduct for any airline, and you should contact their Sales Office in London and tell them that if they value your buiness, this matter is to be dealt seriously and resolved to your satisfaction. If someone had slammed down stuff in fromt of me, I would have shown less manners than you and she would have been given the broad sweep of my tongue. The problem is, and I may be wrong here, please advise me, I would be suprised if ANA who are a very minor carrier at LHR have their own check-in staff and may use another carrier (Aer Lingus possibly who handle a lot of carriers in Terminal 3, or indeed even British Airways). Third party agents can be unbelievabky rude, offhand, and snotty when it is not their own carrier. That is not an excuse, or condoning such behaviour. Yes you should complain. It is obviously irritating you, and with justification. I am just so sorry that it had to happen in London

There are two fast tracks.

On departure--there is a separate security entrance for F and J passengers of participating carriers (they have to pay). Some airlines will also give fasttrack to high end FF in Y.

On arrival, there is a separate queue for immigration. However, since I have a British passport, I never use it, as the EC line is always faster.