Originally Posted by
Sniper
Employees who have their career and livelihood invested in a company appear to take pride in belittling the concerns of their high value passengers. Delta isn't going to win many customers with low fares, so, they have to do it with service.
When a bunch of Delta pilots, leaders in their company, poo-poo full fare passengers concerns on a public forum, it seems to me the issue isn't the breadsticks, cognac, checked bag or meal choice (my pet peeve).
Delta pilots CAN make a difference if they took the time to go the extra mile. This thread makes it seem like you guys just want to close the door, fly the plane, and if a customer is upset with a service issue . . . tell it to someone who cares.
It's going to be hard to beat Southwest and Emirates when the majority of their employees do seem to care.
Your statement couldn't be further from the truth. Pilots are tied to their airline for decades. We want to succeed.
Our avenue to complain and spotlight a problem is to fill out a computerized FCR which is then routed to the appropriate manager. I'm sure all on this board have addressed problems through an FCR. In fact, I filled one out yesterday regarding cleaning crews clogging up the jetway and getting in the way of deplaning passengers. Quite annoying!
The original poster came to a pilot website to complain about an issue that we here can't help him with. We need to witness the action and provide specific flight numbers, dates, times ect.
The proper avenue for a passenger is to open up the inflight magazine and copy the complaint address down. Captains also carry cards they can hand out to individuals who feel they have been treated poorly. The cards have contact info to upper management. I guess his posting on this website may provide some kind of therapy. We all want to be heard and feel important.
Coming to a pilot website and complaining about breadsticks and cognac on a domestic flight is rediculous. If I complained about my sons bad teacher on a teachers forum I'd be crucified. The proper channel would be the principal and school district administrators.
Look, we all know customer service is lacking in the U.S. It sucks not only with the airlines but with most U.S. businesses. My personal opinion is the entitlement attitude as well as the "U.S. is the greatest country on earth" attitude are the root of the problem. We are cocky arrogant know-it-alls who in reality know nothing about anything. Oh, we also want it for the cheapest price!
Please enjoy your cognac on your international flights. Maybe one day the Amercan people will demand better service too. Until then, enjoy your rock bottom fares.
