Arrogant and humiliating FA service in domestic First.
Dec 20, 2018, 12:39 pm
#31
Join Date: May 2010
Location: AVP & PEK
Programs: UA 1K 1.8MM
Posts: 6,335
From my reading on this forum, the shared opinion for a most effective letter to United is to be concise and factual. Adding emotional commentary or overly dramatic words seems to have a negative effect on the messages' impact.
Dec 20, 2018, 12:54 pm
#33
FlyerTalk Evangelist
Join Date: Oct 2001
Location: Austin, TX
Posts: 21,368
I doubt that your front-line customer staff would appreciate being told "this isn't how it's done at XYZ competitor." That's a more appropriate conversation to have with management or sales staff -- i.e., someone who's in a position to provide a substantive resolution. The FAs don't write policy.
Dec 20, 2018, 12:58 pm
#34
FlyerTalk Evangelist
Join Date: Aug 2015
Posts: 11,451
This is good advice for life at large, not just applicable to United.
Dec 20, 2018, 1:06 pm
#35
FlyerTalk Evangelist
Join Date: Apr 2003
Programs: UA*Lifetime GS, Hyatt* Lifetime Globalist
Posts: 12,318
Sorry to hear about the bad customer service treatment that OP experienced. Airlines should treat all customers the same regardless of status or forms of paying for premium class cabins.
Am I the only one impressed by OP’s 15 years of GK and EP status at AA while only in his 30s or did I mis-read post #1 and #9?
Am I the only one impressed by OP’s 15 years of GK and EP status at AA while only in his 30s or did I mis-read post #1 and #9?
Dec 20, 2018, 1:36 pm
#37
Join Date: Sep 2008
Posts: 7,875
The issue nowadays with complaints or concerns is that the right people don't hear it. The whole key in today's world is being able to speak to someone who matters.
Now, if you happen to be neighbors with Oscar, and mentioned it in passing, I'm sure you would have a different response. Even if you happened to be wordy and emotional in your complaint, and not concise.
Dec 20, 2018, 1:50 pm
#38
Join Date: Feb 1999
Location: Washington DC
Programs: UA GS, DL Silver, EK Gold, Marriott Plat, HH Diamond
Posts: 797
I'm perfectly happy to be equally rude to an FA or gate agent that's out of line. I get that they may be over worked, have issues outside of work, etc but honestly none of that is my problem.
I buy a ticket and expect a certain level of service and as long as that expectation is reasonable there's no reason why I should have to deal with an a$%hole FA or agent.
I would write in to United and let them know of your experience. Mention names, flights, etc if you have the info.
I'm loyal to UA and have been GS for a while but trust me status doesn't matter when it comes to bad behavior by some of their staff.
I buy a ticket and expect a certain level of service and as long as that expectation is reasonable there's no reason why I should have to deal with an a$%hole FA or agent.
I would write in to United and let them know of your experience. Mention names, flights, etc if you have the info.
I'm loyal to UA and have been GS for a while but trust me status doesn't matter when it comes to bad behavior by some of their staff.
Dec 20, 2018, 1:52 pm
#39
Join Date: Dec 2007
Location: SFO
Programs: UA 1K and MM
Posts: 174
This was not good customer services but, geez, was it really "humiliating"??? That seems to indicate a bit of over-sensitivity to the OP that makes me question the facts as related. Reading the thread heading, I was expecting way worse . . .LOL
Last edited by 94010flyer; Dec 20, 2018 at 1:57 pm
Dec 20, 2018, 2:01 pm
#40
Original Poster
Join Date: May 2007
Posts: 523
Sorry to hear about the bad customer service treatment that OP experienced. Airlines should treat all customers the same regardless of status or forms of paying for premium class cabins.
Am I the only one impressed by OP’s 15 years of GK and EP status at AA while only in his 30s or did I mis-read post #1 and #9?
Am I the only one impressed by OP’s 15 years of GK and EP status at AA while only in his 30s or did I mis-read post #1 and #9?
But the consensus is that there will be no impact. Period. You may get some points or a voucher, but that's it. It won't get passed to anybody in management with decision-making ability.
The issue nowadays with complaints or concerns is that the right people don't hear it. The whole key in today's world is being able to speak to someone who matters.
Now, if you happen to be neighbors with Oscar, and mentioned it in passing, I'm sure you would have a different response. Even if you happened to be wordy and emotional in your complaint, and not concise.
The issue nowadays with complaints or concerns is that the right people don't hear it. The whole key in today's world is being able to speak to someone who matters.
Now, if you happen to be neighbors with Oscar, and mentioned it in passing, I'm sure you would have a different response. Even if you happened to be wordy and emotional in your complaint, and not concise.
The title was changed by a moderator.
Dec 20, 2018, 2:20 pm
#41
Join Date: Dec 2004
Posts: 7,900
I'm sure it wasn't you, but I've been hit by these while seated.
Dec 20, 2018, 3:17 pm
#43
Join Date: May 2016
Location: SLC
Programs: United Gold, Hilton Silver, Hertz President's Circle
Posts: 768
I've flown first class often enough, and I've always been treated very well, despite low or no status. I've never noticed that they treat me any worse because I upgraded or used miles for my ticket. In my opinion, a first-class passenger should be treated like a first-class passenger, period.
If you're in a service-related business, and you don't like your employer, don't take it out on the customers. If you don't like your employer, find another one!
If you're in a service-related business, and you don't like your employer, don't take it out on the customers. If you don't like your employer, find another one!
Dec 20, 2018, 3:19 pm
#44
A FlyerTalk Posting Legend
Join Date: Sep 2002
Location: LAX/TPE
Programs: United 1K, JAL Sapphire, SPG Lifetime Platinum, National Executive Elite, Hertz PC, Avis PC
Posts: 42,171
There is no excuse for the FA's behavior or language - it was unprofessional, and yes, condescending and hostile and that FA needs to be pulled from the line and given a review with additional training. Additionally, the OP should have been given anything from the back without the attitude.
However, the OP should understand that 1K and GS passengers will (should) always get priority for meal selection and yes, that means passengers with lower or no status, or no membership, even if they paid for their F seat will often get the leftovers which can be less than desirable. I just flew AA yesterday and was able to pre-order my meal in F, and UA should be offering the same for any passenger confirmed upfront until 24h before departure - it's not asking for much to implement this. I did so with full knowledge that as a non-AA member on paid F, I might not have my meal choice if EXP and CK customers are taken care of first, and that is something I have no right to complain about.
You should have been addressed and communicated with respectfully, and as "sir" or "Mr. Tonytifao" and not by any other name or phrase - and for this reason, the FA needs to be pulled and retrained.
However, the OP should understand that 1K and GS passengers will (should) always get priority for meal selection and yes, that means passengers with lower or no status, or no membership, even if they paid for their F seat will often get the leftovers which can be less than desirable. I just flew AA yesterday and was able to pre-order my meal in F, and UA should be offering the same for any passenger confirmed upfront until 24h before departure - it's not asking for much to implement this. I did so with full knowledge that as a non-AA member on paid F, I might not have my meal choice if EXP and CK customers are taken care of first, and that is something I have no right to complain about.
You should have been addressed and communicated with respectfully, and as "sir" or "Mr. Tonytifao" and not by any other name or phrase - and for this reason, the FA needs to be pulled and retrained.
Dec 20, 2018, 3:25 pm
#45
Join Date: May 2016
Location: SLC
Programs: United Gold, Hilton Silver, Hertz President's Circle
Posts: 768
There is no excuse for the FA's behavior or language - it was unprofessional, and yes, condescending and hostile and that FA needs to be pulled from the line and given a review with additional training. Additionally, the OP should have been given anything from the back without the attitude.
However, the OP should understand that 1K and GS passengers will (should) always get priority for meal selection and yes, that means passengers with lower or no status, or no membership, even if they paid for their F seat will often get the leftovers which can be less than desirable. I just flew AA yesterday and was able to pre-order my meal in F, and UA should be offering the same for any passenger confirmed upfront until 24h before departure - it's not asking for much to implement this. I did so with full knowledge that as a non-AA member on paid F, I might not have my meal choice if EXP and CK customers are taken care of first, and that is something I have no right to complain about.
You should have been addressed and communicated with respectfully, and as "sir" or "Mr. Tonytifao" and not by any other name or phrase - and for this reason, the FA needs to be pulled and retrained.
However, the OP should understand that 1K and GS passengers will (should) always get priority for meal selection and yes, that means passengers with lower or no status, or no membership, even if they paid for their F seat will often get the leftovers which can be less than desirable. I just flew AA yesterday and was able to pre-order my meal in F, and UA should be offering the same for any passenger confirmed upfront until 24h before departure - it's not asking for much to implement this. I did so with full knowledge that as a non-AA member on paid F, I might not have my meal choice if EXP and CK customers are taken care of first, and that is something I have no right to complain about.
You should have been addressed and communicated with respectfully, and as "sir" or "Mr. Tonytifao" and not by any other name or phrase - and for this reason, the FA needs to be pulled and retrained.
