Originally Posted by
RonnyK320
When we, as pilots (and even flight attendants) see something like this, it's our duty to email our direct supervisor and explain what happened. This way Rich or Ryan or whoever will forward it to the correct person, and the problem "may" get fixed. If we do nothing, we may see our careers go down the toilet. That's my biggest fear about this place. We can only upset so many passengers before no one will take a chance on us.
I think you're right and I will submit an fyi to my soups.
I think the company coming together with one customer service culture, not just with cute smiley posters and phrases, but with real training, efficient/effective processes and rewards for excellence we can actually create a great customer experience while keeping the same product. We have to be a unified front though. Every spirit employee the passenger encounters should be helpful directly or indirectly in them having their questions answered or requests fulfilled.
And yes, I have worked customer service jobs for years and know how nasty customers can be.
Outsourcing probably won't take us in that direction.