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.

Just a few points:

1. ANA, although a minor carrier from LHR, still have their own staff. I'm sure of this because 90% of their ground staff seems to be immaculately mannered and etc. Also if they were contract then I doubt they will have as many Japanese staff as they do presently.

2. In LHR T3, there is no passport control on your way out, only security checks. When you're eligible for Fast Track (F/J/Gold) you go through a separate security check lane which is always so much quicker. The ordinary line could take forever to clear...

3. Arrivals fast track: When arriving as F/J (never tried as a gold) you receive a bright pink card in the flight. When you arrive, you will find that Fast Track takes about 3 minutes max. to clear, whereas the normal line could take as long as 20-30 minutes http://www.flyertalk.com/forum/eek.gif to clear. Quite a wait if you're unlucky.

AC*SE: I don't think the airlines have to pay for the deparature fast track, because it's just a red circle sticker which I could buy from my local stationary shop! and besides, they don't write down which carrier you're going on.

Anyway, so it looks like letter writing time to me!

I hope this might change something... I doubt that agent will get much though...

CX gave me a pink envelop for the fast track lane (for arrival) with a CX logo and the corporate name in English/Chinese.

Starman, thanks for that. You are quite right, there is no longer any Home Office official to check passports on the way out. There is passport control in so far as that is done by the airline to ensure that the documents will be acceptable to the country to which the airline is conveying that passenger. Money talks and the airlines are fined by other countries! Again, I am sorry that you were treated so rudely.

stargold,

It is truely a shame that you were treated the way you were and I think you absolutely need to write to the airline. If I were this persons supervisor I would certainly want to know about incidents like this. I think your attitude complimenting the airline before you tell your story will serve you well. You also may want to point out that being only 17 and already a frequent flyer, the amount of money you are likely to spend on airfare in the rest of your lifetime is likely to be very high. I would think you would be one of the last pax they would want to make angry.

Good luck

Let me see if I understand this. You asked an agent of one airline to give a fast track pass to your friend who is flying on a different airline, who you admit doesn't qualify for a fast track pass. You are angry that the agent was rude in denying this inappropriate request.

That doesn't excuse the rudeness of the agent, but don't you think you bear any responsibilty here?

I hate to say this, but stargold can get a much better response thru the mail system than he could at the counter, because of his age.

I look very young, yet fly FC (and hold a Platinum card) on TWA and many other carriers. Unfortunately, because of my appearance and youthfulness, I get much better responses from letters than I do from personal encounters.

Cheers.

ed:

That was my whole point. I did say in my initial post that just a gentle "sorry but I can't do that" would have sufficed. Instead, she decided to go for the "let's be rude" option... and made me look stupid.

I'm not angry by the fact that she didn't do what I asked...

-stargold-

Are Star Alliance Gold members extended First Class check-in? I thought it was Business Class facilities only. (only asking because I have not flown on Star Alliance internationally much yet)

(Off Topic...)

Fly Boy:

ANA seems to be a bit of an exception in terms of their treatment of Star Golds.

All priority services provided are First Class, which is quite unlike any other Star carrier. This includes:

F CLS Check-in
F CLS Boarding
F CLS Lounge (except NRT)
F CLS Baggage Priority

Also, to my knowledge ANA is the only Star carrier who (sometimes) offers personal welcome to Star Golds (and sometimes even Star Silvers). On the flight, the FAs circle each Gold/Silver on the manifest which perhaps explains the noticeable difference in attentiveness.

Unfortunately, other carriers gives Star Golds Business Class priority.

(corrected item in bold)

[This message has been edited by stargold (edited 12-18-2000).]

[This message has been edited by stargold (edited 12-18-2000).]

I've had Delta FA's personally welcome me, a mere Delta Gold Medallion member riding in cheapo class, several times after takeoff, and once an FA even gave me and a travelling companion free headsets, just because I was a GM. The FA's noted each time that Delta appreciated my GM business, and, if this happens more often in the future, it may even lessen some of my bitterness over Delta's 2001 Skymiles "benefits," which we all asked for! The ground and air staff can be outstanding, when they go out of their way!

Stargold,

I recently had a very similar problem. Not at check in, but at boarding.

I was Flying Virgin Premium Economy and utilised the marvellous clubhouse at Gatwick. Passengers on the flight to MCO were called and we proceeded downstairs to the gate.

I went to the front of the mass queue of economy passengers (Which is a feature of Premium tickets, priority boarding and disembarkment) and showed my boarding card and explained I was flying Premium Economy and had just been called from the ClubHouse.

The agent on the desk looked at me as if I wasn't travelling in Premium (Maybe thats because i'm only 20) and said "you couldn't possibly have been in our Clubhouse, Only Flying Club Gold Members are allowed to use the lounge", now fair enough I am only FlyingClub Silver but I had been to the lounge as that is a privilege of my American Express Platinum Card. I said that I had due to my AMEX card, and again it was a look of 'you can't possibly be a Platinum Card holder', at this point the other agent looked at me and noticed my Flying Club and Amex tags on bag, and suddenly realised what an idiot the other agent had been. She then stopped boarding the other passengers and looked at my ticket and allowed me to board straightaway, much to the annoyance of the other passengers. Mutterings of "Who is he?, How come he can jump the queue?" could be heard which is not what I want when i have paid for a premium ticket.

I complained to Virgin upon my return from MCO, and spoke to a helpful person in Customer Relations. They were very concerned and credited my Flying club account with 10,000 miles to say sorry.

I can understand that you don't get many young people flying Premium/Business but these people must learn that there are some exceptions out there, and should be treated no differently to any other premium-ticketed passenger.

We young elites should band together... http://www.flyertalk.com/forum/smile.gif

I've been treated with the same sorts of looks and attitudes since I started flying as Elite. As far as written responses, I wrote to NW about a city ticket office agent who treated me rudely because I asked about fare rules or class of service, instead of paying the full Y fare he quoted me, and he later accused me of trying to use airline jargon to trick him, which I wasn't.

I guess he didn't expect that the 24 year onld in front of him had been elite for 7 years, and that on top of that, my job is making transportation policy in DC-- I was in MSP over a federal holiday weekend. NW gave me a typical canned response, and even when I replied to their reply, I never got a firm appology or anything. http://www.flyertalk.com/forum/frown.gif

One semi-good thing about being a young elite is that I could have had alcohol years before I was "legal"-- but I don't drink. Worse, it's hard to get refills of juice when the FA walks around the cabin with only wine.

RichardMannion:

I have checked the AMEX site - and the Plantinum card is only upon invitation?

[This message has been edited by Goldlust (edited 04-18-2001).]

Goldlust,

Platinum card is not invitation. I simply applied and received one.

It's kinda sorta. I was once interested in a Platinum card, so I called Amex and asked. Ten days later - glory be! - I received an invitation.

The AMEX Platinum is by Invitation Only, but as Law Lord stated, they may indeed send you one if you meet their basic crtieria.

It used to be (and still may be)

2 years of membership with stellar payment history

income of at least $100,000 USD per year

A stellar credit report with no late reportings or payments over 30 days late.

This is what I remember, there may be more, and as I said they may have made the maderequirements more easily met.

http://www.flyertalk.com/forum/smile.gif

For what it's worth, I had been using a UK issued Gold Amex occasionally for a couple of years and suddenly received the offer of the Platinum. No way was...er...that should be is... my income 100,000+, but I gather from a few conversations, the computer trawls the bills looking for a decent payment history and regular overseas charges...

In the USA the Amex Platinum Card is NO LONGER by invitation only. You can apply for it and it's not hard to get. We have a newer product, the Centurion Card. It gives you elite memberships (first tier only) in several FF programs among other benefits for only US$1000 per year! You have to spend (and pay off) about $150,000 a year--just called them so I know I could never get one!

http://www.flyertalk.com/forum/frown.gif
Nobbi

The Centurion elite benefits are not first tier, they are mostly next-to-top.

Forgot to post that I did get a very apologetic letter from their station manager at LHR and he included on the letter that "internal discipline procedures" had been "instigated".

And that wasn't just empty talk either; When checking in at LHR for my flight back home, I noticed she was no longer serving First Class, but Economy Class this time. (and should stay there too http://www.flyertalk.com/forum/biggrin.gif )

Had the reverse happen. SQ F NRT-LAX. Check-in counter forgot to take the flight coupon. They page me at the Silver Kris lounge for the coupon 20 minutes later. The rep at the lounge pull the itineary page and returned the ticket to me. I eventually hand the flight coupon with the boarding pass over at the gate.

Good ending, stargold.

If it should have happened at NRT, I guess nothing good would be resulted, because most of ground staffs there at NRT are contractors (except JAL staffs, I guess) and it is known ANA Japan side don't take issues of ground staff quality seriously.

But actually, my experience with Japanese ground staff and F/As has always been excellent... much better than most of my encounters in the US or Europe.

I think it might just be that foreigners are treated better by staff than natives.

I think I would say that I am treated with much more respect (well kindness rather, I guess) when dealing with staff at e.g. LHR, EWR or ORD than in CPH and ARN.

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Goldlust

[This message has been edited by Goldlust (edited 04-18-2001).]

Sent to the eternal hell of economy check-in.... Bet that kept you from sleeping! http://www.flyertalk.com/forum/smile.gif