Big thank you from a Commuter.
12-02-2024 | 09:07 AM
#81
Racketeer
Joined: Mar 2015
Posts: 13,339
Likes: 829
From: N60.4858 W149.9327
The guidance is clear. Just like hats. The conduct and procedure is unenforcable.
Last edited by notEnuf; 12-02-2024 at 09:45 AM.
12-02-2024 | 09:41 AM
#82
Gets Weekends Off
Joined: Jul 2022
Posts: 2,293
Likes: 1,200
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.
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.
12-02-2024 | 09:51 AM
#83
Moderator
Joined: Sep 2011
Posts: 8,337
Likes: 1,343
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.
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.
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