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Originally Posted by gradsflyer
(Post 19706488)
In all hindsight I should have just kept my mouth shut and I realize that. My post was really more in response to the negative attitude of the GA, but I realize I am at fault for instigating it. I guess my greater picture question here is more related to how low can CS really get with UA so as to treat customers this way regardless of the circumstances and what they may say to a CSR? I think we can all agree that there have been some service declines in recent years, but it just gets all the more frustrating when this was once such a customer oriented and stellar airline to fly where no matter what you were treated with respect and care.
btw on my flights last week EWR-MIA-EWR on AA , with the way @ both EWR & MIA that the GAs were talking to those who they deemed were taking too much or too large of a carry-on, you were handled with kid gloves |
Originally Posted by zitsky
(Post 19705426)
OP, I wonder how old you are? Younger flyers have sometimes reported rude treatment. I do think the comment from staff was rude. She could have responded with "yes, it's very busy here". She is in a customer service role whether she likes it or not and should be a little more diplomatic about it.
Just a couple of days ago on a long haul international flight (14 hours), a friend's screen is broken and the technician couldn't fix it, I joked "should just upgrade her to first class", he was obviously annoyed by that comment immediately and said very seriously"please do not give that recommendation without knowing the situation, do you want her to to sit on someone else's lap?!". I was obviously shocked by that response, and did not say anything, thinking back, I should probly tell him that was not an appropriate response and I felt offended. |
Originally Posted by Brasila
(Post 19705358)
I have never seen one either.....
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The response that the OP had from the GA was inappropriate no matter what. She is in customer service and should smile and be courteous. Her response was rude when the OP had greeted her again as he was boarding. After all, the customer is always right and that attitude should transcend to any customer interaction that is non-threatening.
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Originally Posted by mauiUAflyer
(Post 19708041)
+1. I can't believe I read the whole thing...
probably because my impression was that all UA Hawaiian staff (Counter agents, 1K desk, GA, RCC, HNL based FA) are the best and the most friendly in UA. |
If the Ga was working in fast food and had this attitude they would most likely find themselves escorted to the unemployment line. GA is rude, forgets who the customer is and needs to go back to charm school without a union.
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Originally Posted by fastair
(Post 19705118)
Devil's advocate here: What was the point of your comment? Small talk without purpose. The gate agent most likely didn't care, and they did see you there.
(Thankfully at my day job I don't have much chance for small talk. But you wouldn't imagine the number of, "Oh, I bet you can see to the moon with that thing, right?" and "Oh, look, paparazzi--are you here to try to take my picture?" and "Whatcha doing? / Whatcha taking a picture of?" I get when I am very busy.)
Originally Posted by fastair
(Post 19705118)
Your comment was one of those comments that serve no purpose, like "boy, it's windy out here" when the other person knows it's windy. A time filler. It was boarding time. The agent wasn't polite, but they responded honestly to a statement by you that served no purpose, like to the wind comment, they could have said "Yes, I saw it was windy. It doesn't impact me." Pointless conversation that adds zero to either party except an interuption.
Originally Posted by fastair
(Post 19705118)
The other reply they (and I) could have done is the awkward silence. You know, where someone says something that sounds like it desires a reply but there is no good reply so they just stand there adn look at you, and that is just as off-putting as a candid reply.
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Originally Posted by turpwa
(Post 19708207)
If the Ga was working in fast food and had this attitude they would most likely find themselves escorted to the unemployment line. GA is rude, forgets who the customer is and needs to go back to charm school without a union.
As a manager in the customer service industry a comment like that from the GA if heard by me would warrant at least a conversation if not a written warning. |
Originally Posted by blueman2
(Post 19705493)
Come on guys!!!! OP is a customer. End of story. Employees should always treat customers with respect and dignity. Yes, DYKWIA: customer! Whether this is worth posting, well... meh. But given it was posted, I would not play down the fact that employees should always treat customers with respect.
If she had left off the "I don't care" remark, It would have been neutral. As stated it was not neutral... if I was her supervisor, she would have received a reprimand. |
Moral of the story
Moral of the story: avoid small talk. Maybe it worked in a previous generation, but this day & age, it doesn't get you very far.
I have stopped small talk altogether on the plane or in the airport (as I think most airline pax have). Just keep your nose to the grindstone and don't say anything. |
Originally Posted by SFflyer123
(Post 19708753)
Moral of the story: avoid small talk. Maybe it worked in a previous generation, but this day & age, it doesn't get you very far.
I have stopped small talk altogether on the plane or in the airport (as I think most airline pax have). Just keep your nose to the grindstone and don't say anything. |
Originally Posted by gradsflyer
(Post 19704275)
Earlier this week when I was at HNL preparing to fly out for a professional conference in SFO, I spent a very pleasant time in the UC. At one point as I walked by the snack counters a GA was passing through, though we didn't chat or have any communication with each other. An hour or so later I headed downstairs at boarding time and found that the place was packed with no available seats. I then politely said to the same GA who was at the podium next to me, that maybe I should have stayed in the club rather than come downstairs to which she replied, "I know you were in the club, I saw you there, and I don't care." Later the same GA handeled the scanning of the boarding passes, and when I came up to board she did not say a single word to me or even acknowledge me when I said hello and then thank you after she scanned my boarding pass. Not sure what this was all about. Was I seen as an over entitled (albeit silver) elite in my use of the UC and therefore deserving of such snarky remarks or lack thereof?
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Originally Posted by 1KPath
(Post 19705621)
Well said! However I am afraid that the days of the customer "always being right" has gone the way of the dinosaur! SIGH!
;) And to his neighbors he was a customer--one tought customer... Flyer 420 in Seattle |
Originally Posted by PHLGovFlyer
(Post 19705668)
I don't know about HNL but at PHL some of the GAs routinely staff the UC and rotate through the day with assignments at gates.
Besides, its a United Club, its not the lounge at the Raffles. :p |
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