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Wow...I can’t believe that employee on employee on customer treatment
I’m not even sure how to TLDR this. At IAD A3 was asking the agent working the central podium what the deal was with 4948 (which is supposed to turn to my CLE 4995) since it’s been showing “taxing to runway’ for 2+ hours. While he was calling ops for me, someone barged up to the counter and said “Real quick do you know how to look up a baggage tag?” Since he was on the phone (and still actively helping me) I said that she could use the app. She barked back “oh I know how to look up a baggage tag, I just don’t think he does”. When she turned to me I realized that she wasn’t just an obnoxious customer but she was a UA employee. When the original agent was off the phone she informed both of us that there was a customer at the CSC that was yelling at her because “someone” told the passenger that there was no way to tell where bags were and she wanted to know if he was competent. (I know the ‘gentleman’ she was referring to — it was a PBI E145 that had something like 20 standbys and only cleared 4, while simultaneously trying to board 3 other flights, so agents were directing questions and uncleared standbys to the CSC) Am I unreasonable to think it’s e unprofessional for an agent to interrupt another agent who is helping a customer and that it’s extremely unprofessional to berate that agent in front of a customer? |
Originally Posted by lincolnjkc
(Post 29740802)
I’m not even sure how to TLDR this. At IAD A3 was asking the agent working the central podium what the deal was with 4948 (which is supposed to turn to my CLE 4995) since it’s been showing “taxing to runway’ for 2+ hours. While he was calling ops for me, someone barged up to the counter and said “Real quick do you know how to look up a baggage tag?” Since he was on the phone (and still actively helping me) I said that she could use the app. She barked back “oh I know how to look up a baggage tag, I just don’t think he does”. When she turned to me I realized that she wasn’t just an obnoxious customer but she was a UA employee. When the original agent was off the phone she informed both of us that there was a customer at the CSC that was yelling at her because “someone” told the passenger that there was no way to tell where bags were and she wanted to know if he was competent. (I know the ‘gentleman’ she was referring to — it was a PBI E145 that had something like 20 standbys and only cleared 4, while simultaneously trying to board 3 other flights, so agents were directing questions and uncleared standbys to the CSC) Am I unreasonable to think it’s e unprofessional for an agent to interrupt another agent who is helping a customer and that it’s extremely unprofessional to berate that agent in front of a customer? In any case, sounds unprofessional, which is one of saying it s:punds like UA. |
Seems like generally unprofessional and rude behavior, period. Agree it doesn't seem clear if she noticed she was in front of a customer.
Hope you get home "tonight".. 4948 was indeed in the box for a while, but looks like you got frame swapped. Code:
4948/10MAYCode:
4995/10MAY |
Originally Posted by findark
(Post 29740946)
Seems like generally unprofessional and rude behavior, period. Agree it doesn't seem clear if she noticed she was in front of a customer.
Back in the pmCO days, I once was trying to process a TOD on IAH-HNL, and the customer service rep was running into some issues. One of her coworkers came and started berating her, saying that she couldn't hold an HNL flight. When the outburst was done, I told the agent that I'd happily take flight 72 instead of flight 1 (10 AM departure vs. 8 AM departure, IIRC); she thanked me, called the gate to release CO1, and was able to get me into J on CO72. To this day, I have regretted two things: (a) I didn't interrupt the yelling agent and tell her that she had no business treating her colleague like this, especially in front of a customer, and (b) I didn't get the helpful agent's name. I did write in to customer service, but without a name I don't know that it ever made it into her file. OP: Please report this. UA is a better airline for everyone when employees treat each other (and us!) courteously. |
Originally Posted by findark
(Post 29740946)
Seems like generally unprofessional and rude behavior, period. Agree it doesn't seem clear if she noticed she was in front of a customer.
Hope you get home "tonight".. 4948 was indeed in the box for a while, but looks like you got frame swapped. Code:
4948/10MAYCode:
4995/10MAYConfusing since the first frame is just going sit on the ground at IAD until tomorrow morning. The gate area is turning hostile; if it does wind up cxling I think here may be violence involved. Pax feel the airline is intentionally lying/misrepresenting the state of things, though the agent is taking it admirably. |
ouch ....
P IAD/OUT 207A L04.02 ☨ P IAD/OFF 219A P CLE/ON 312A P CLE/IN 318A L03.54 ☨ |
I can't figure out how to get multiquote to work but to JSloan... I mean I was business casual but my laptop bag has a 1K yellow handle wrap on it [along with my running flag collection of countries I've visited] so I wouldn't think the first assumption would be that I was an employee; she certainly didn't take the time to listen to what was being said before barging in. And completely agree -- that type of tone shouldn't be used in a back office (though still horrible as far as "treat others as you'd like to be treated"/common courtesy goes), but to borrow Disney's parlance has no business "on stage" where customers can see here/it. Courtesy goes a long way in all directions.
Originally Posted by cfischer
(Post 29744392)
ouch ....
P IAD/OUT 207A L04.02 ☨ P IAD/OFF 219A P CLE/ON 312A P CLE/IN 318A L03.54 ☨ Pulled a supervisor aside and had a discreet conversation about my concerns (you know, like the agent in question probably should have) with the behavior/courtesy issue and he said he'd address it and knew both agents. Emailed 1KV about the failure-after-failure-after-failure that made for this flight, none of it the agent/crews doing but someone "above" not taking proactive steps (minimally even something as simple as having someone from ops pick up our inbound FA from C22 rather than making her hike to A3 (the last thing we needed to get off the ground and the last 30ish minutes of the delay). |
Originally Posted by lincolnjkc
(Post 29744445)
I can't figure out how to get multiquote to work but to JSloan... I mean I was business casual but my laptop bag has a 1K yellow handle wrap on it [along with my running flag collection of countries I've visited] so I wouldn't think the first assumption would be that I was an employee; she certainly didn't take the time to listen to what was being said before barging in.
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Originally Posted by laxmillenial
(Post 29744460)
I don't think front-line employees are as aware of the yellow wraps as Mileageplus is. I fly with mine and when seated in F (domestic), was asked if I was an employee when a late boarding passenger came on and was looking for baggage space. I identified the bag as mine and stated I was not an employee to a FA and she looked a bit puzzled seeing the "United" on the yellow wrap, but she said ok and nothing further came from it.
OP, I'm sorry you had to deal with that. I hope it was just a human moment and it's not indicative of a larger issue |
Originally Posted by findark
(Post 29740946)
Seems like generally unprofessional and rude behavior, period. Agree it doesn't seem clear if she noticed she was in front of a customer.
Hope you get home "tonight".. 4948 was indeed in the box for a while, but looks like you got frame swapped. Code:
4948/10MAYCode:
4995/10MAYConfusing since the first frame is just going sit on the ground at IAD until tomorrow morning. |
Originally Posted by LRMErnst
(Post 29744513)
Where do you find the above information?
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Originally Posted by LRMErnst
(Post 29744513)
Where do you find the above information?
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Originally Posted by laxmillenial
(Post 29744460)
I don't think front-line employees are as aware of the yellow wraps as Mileageplus is. I fly with mine and when seated in F (domestic), was asked if I was an employee when a late boarding passenger came on and was looking for baggage space. I identified the bag as mine and stated I was not an employee to a FA and she looked a bit puzzled seeing the "United" on the yellow wrap, but she said ok and nothing further came from it.
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What is TLDR?
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