Originally Posted by
Shades of Blue
What I’m suggesting for the rest of us slackers isn’t anything about company metrics for any JD Power award. That’s purely ancillary. It’s about getting the check mark for the gate agent and load agents who’re working hard and getting the aircraft ready to go. if any of us hasn’t had a discussion with a gate agent in ATL, please take the time to ask them what they go through with their supervisors for any delays that are attributed to them. Might be really eye opening, or maybe you won’t care because “it isn’t your problem”. That’s up to you. It’s a whole interview/inquisition process. Sounds stressful for them.
Why are we the ones trying to fix a cultural problem that Delta management created? That’s on management to fix.
About 3 years ago, United got rid of delay coding entirely — along with the “blame game” that goes with it. The end result for them was a net improvement in customer service without any measurable decline in performance.
While I’m sympathetic toward our agents’ plight, management is solely responsible for the hostile environment they’ve created. Taking a page from United’s book would likely improve our NPS as well.