Airline Pilot Central Forums - Big thank you from a Commuter.

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- - Big thank you from a Commuter. (https://www.airlinepilotforums.com/delta/148718-big-thank-you-commuter.html)

Quote:

Originally Posted by FangsF15 (Post 3857383)

I’m all for being a team player. I once had a Chief Master Sergeant (E-9) work for me in a previous life with some wise words: “Be careful today’s courtesy does not become tomorrow’s obligation”

Finding that balance can be tricky.

The guidance is clear. Just like hats. The conduct and procedure is unenforcable.

Quote:

Originally Posted by Shades of Blue (Post 3857176)

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.

Quote:

Originally Posted by ancman (Post 3857411)

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.

No kidding? I’d be 100% onboard with that. It may have made sense in the merger to find amd fix the friction points, but it feels Orwellian at this point.