Customer Service
01-04-2009, 08:05 AM
#11
Gets Weekends Off
Joined APC: Mar 2007
Position: 88B - Loud Pipes Save Lives
Posts: 1,597
Originally Posted by Jetcap37
I am complaining as a passenger on the airlines.
Why can the rest of the world still maintain decent customer service and with US airlines it is far far away, very few exceptions.
In my line of work customer will not only decide by price, but also reliability, customer service and overall performance of the company in the past.
Sounds like I hurt your feelings, for that I am sorry. At least I have you thinking about it and very deep down you agree. But go ahead and try to make me feel bad, if that makes you feel better
Why can the rest of the world still maintain decent customer service and with US airlines it is far far away, very few exceptions.
In my line of work customer will not only decide by price, but also reliability, customer service and overall performance of the company in the past.
Sounds like I hurt your feelings, for that I am sorry. At least I have you thinking about it and very deep down you agree. But go ahead and try to make me feel bad, if that makes you feel better
The point is, cheap fares have caused people that would never have flown, have no social skills, etc., to take to the skies "with rights". Free upgrades done to reward loyalty have now turned into rights among passengers. I had a passenger tell me the other day how mad he was that we wouldn't upgrade him because 1st class was full of revenue passengers.
Foreign carriers are often subsidized by the governments. Their citizens still place a premium on manners and customer service. The U.S. lost that a long time ago. An airplane can cost $200 million, a new terminal - several billion, a jetway - 1 million, tugs - $500k.......there is a tremendous cost of capital to run an airline. At some point, you must realize you need to pay the true cost of the product. Until then, you get what you wanted.
01-04-2009, 08:49 AM
#12
Gets Weekends Off
Joined APC: Sep 2008
Position: Kickin’ Back
Posts: 6,971
"Pilots are on here whining and crying about their pay, pension and God forbid they might even have to work for a living. But they have in fact just become bus drivers (same lousy attitude and service)."
You may have a point about customer service but the above quote gives you less credibility. I take exception to all points in this quote. If your concern is customer service, what should you care about what is posted on this board?! If you think spending 18 days a month away from home is not having to work for a living, I suggest you rethink your idea going of work.
It sounds like you have no clue what the qualifications are to be a major airline pilot. If we are just bus drivers now, I guess my airline will start hiring from greyhound if and when they start hiring again. Oh wait, they require a college degree, a special license granted by the FAA, a medical exam every six months, specialized training etc.....I could go on and on......We can all see how this profession has lost its over all respect by the public from this quote. It's kinda sad.
It sounds like you are accusing all pilots of being a bunch of lazy, good for nothing whinners. You are painting with an awfully broad brush there (just like I did in the last paragraph) and yes, I do take offense at that characterization.
Sure would like to know what you do for a living so I can take a swipe at your chosen group.
Oh well, guess this flamebait got a rise out of me!!
Denny
You may have a point about customer service but the above quote gives you less credibility. I take exception to all points in this quote. If your concern is customer service, what should you care about what is posted on this board?! If you think spending 18 days a month away from home is not having to work for a living, I suggest you rethink your idea going of work.
It sounds like you have no clue what the qualifications are to be a major airline pilot. If we are just bus drivers now, I guess my airline will start hiring from greyhound if and when they start hiring again. Oh wait, they require a college degree, a special license granted by the FAA, a medical exam every six months, specialized training etc.....I could go on and on......We can all see how this profession has lost its over all respect by the public from this quote. It's kinda sad.
It sounds like you are accusing all pilots of being a bunch of lazy, good for nothing whinners. You are painting with an awfully broad brush there (just like I did in the last paragraph) and yes, I do take offense at that characterization.
Sure would like to know what you do for a living so I can take a swipe at your chosen group.
Oh well, guess this flamebait got a rise out of me!!
Denny
01-04-2009, 09:14 AM
#13
Get's Every Day Off
Joined APC: Oct 2006
Position: Retired
Posts: 1,858
Flame Bait Garbage
Originally Posted by Jetcap37
I fly a lot all over the US and Europe as a passenger. I have noticed over the last 10 years or so that the customer service with all main US carriers have gone bad. So bad that they make NY city cabdrivers look like limo drivers during the Oscars. Rude, obnoxious and plain unhelpful. I always admired Delta since they were trying to be like it was meant to be, but even Delta has gone south the last few years.
Pilots are on here whining and crying about their pay, pension and God forbid they might even have to work for a living. But they have in fact just become bus drivers (same lousy attitude and service). Make your airline better by providing better customer service, better service more passengers will fly with you, more passengers more money. And more money will eventually get you a pay raise.
With the basics not there you are not going to make it.
Why can the "other" (rest of the world) airlines do it and not here in the USA?
Pilots are on here whining and crying about their pay, pension and God forbid they might even have to work for a living. But they have in fact just become bus drivers (same lousy attitude and service). Make your airline better by providing better customer service, better service more passengers will fly with you, more passengers more money. And more money will eventually get you a pay raise.
With the basics not there you are not going to make it.
Why can the "other" (rest of the world) airlines do it and not here in the USA?
01-04-2009, 09:31 AM
#14
Moderator
Joined APC: Oct 2006
Position: B757/767
Posts: 13,088
Originally Posted by Jetcap37
I fly a lot all over the US and Europe as a passenger. I have noticed over the last 10 years or so that the customer service with all main US carriers have gone bad. So bad that they make NY city cabdrivers look like limo drivers during the Oscars. Rude, obnoxious and plain unhelpful. I always admired Delta since they were trying to be like it was meant to be, but even Delta has gone south the last few years.
Pilots are on here whining and crying about their pay, pension and God forbid they might even have to work for a living. But they have in fact just become bus drivers (same lousy attitude and service). Make your airline better by providing better customer service, better service more passengers will fly with you, more passengers more money. And more money will eventually get you a pay raise.
With the basics not there you are not going to make it.
Why can the "other" (rest of the world) airlines do it and not here in the USA?
Pilots are on here whining and crying about their pay, pension and God forbid they might even have to work for a living. But they have in fact just become bus drivers (same lousy attitude and service). Make your airline better by providing better customer service, better service more passengers will fly with you, more passengers more money. And more money will eventually get you a pay raise.
With the basics not there you are not going to make it.
Why can the "other" (rest of the world) airlines do it and not here in the USA?
I just finished a 2 day, 6 legs. Nothing but Smiles, Thank you's, Great Flight, and not a single complaint. Looks like US airlines can do it.
01-04-2009, 09:45 AM
#15
Gets Weekends Off
Joined APC: Jun 2005
Position: Retired
Posts: 2,934
Originally Posted by Jetcap37
I fly a lot all over the US and Europe as a passenger. I have noticed over the last 10 years or so that the customer service with all main US carriers have gone bad. So bad that they make NY city cabdrivers look like limo drivers during the Oscars. Rude, obnoxious and plain unhelpful. I always admired Delta since they were trying to be like it was meant to be, but even Delta has gone south the last few years.
Pilots are on here whining and crying about their pay, pension and God forbid they might even have to work for a living. But they have in fact just become bus drivers (same lousy attitude and service). Make your airline better by providing better customer service, better service more passengers will fly with you, more passengers more money. And more money will eventually get you a pay raise.
With the basics not there you are not going to make it.
Why can the "other" (rest of the world) airlines do it and not here in the USA?
Pilots are on here whining and crying about their pay, pension and God forbid they might even have to work for a living. But they have in fact just become bus drivers (same lousy attitude and service). Make your airline better by providing better customer service, better service more passengers will fly with you, more passengers more money. And more money will eventually get you a pay raise.
With the basics not there you are not going to make it.
Why can the "other" (rest of the world) airlines do it and not here in the USA?
01-04-2009, 09:54 AM
#16
Gets Weekends Off
Joined APC: Feb 2007
Position: 765-A
Posts: 6,844
Originally Posted by Jetcap37
I fly a lot all over the US and Europe as a passenger. I have noticed over the last 10 years or so that the customer service with all main US carriers have gone bad. So bad that they make NY city cabdrivers look like limo drivers during the Oscars. Rude, obnoxious and plain unhelpful. I always admired Delta since they were trying to be like it was meant to be, but even Delta has gone south the last few years.
Pilots are on here whining and crying about their pay, pension and God forbid they might even have to work for a living. But they have in fact just become bus drivers (same lousy attitude and service). Make your airline better by providing better customer service, better service more passengers will fly with you, more passengers more money. And more money will eventually get you a pay raise.
With the basics not there you are not going to make it.
Why can the "other" (rest of the world) airlines do it and not here in the USA?
Pilots are on here whining and crying about their pay, pension and God forbid they might even have to work for a living. But they have in fact just become bus drivers (same lousy attitude and service). Make your airline better by providing better customer service, better service more passengers will fly with you, more passengers more money. And more money will eventually get you a pay raise.
With the basics not there you are not going to make it.
Why can the "other" (rest of the world) airlines do it and not here in the USA?
Find the Airline Executive/Manager Cental forum and tell them we said, "hi."
(And that we want better work rules, a raise, crew meals, and all that other good stuff.)
New K Now
01-04-2009, 10:01 AM
#17
Gets Weekends Off
Joined APC: Jul 2006
Posts: 2,889
Nobody quite addressed the difference between European and American customer service.... I'll give it a crack, having grown up (and being) European-Mediterranean:
The main difference basically amounts to socialistic vs capitalistic cultures. In Europe, jobs are NEVER taken for granted, because of the huge backlog of applicants in a diminished employment environment, which tends to exist in socialist countries. There is also tremendous pride in providing good service to customers and doing a good job of it. There does not exist this US attitude of, "What's in it for me" and "You don't owe me squat OR own me for that matter." Over there, a job - especially a customer service job - is an issue of pride and quality. Because of that, customer service is usually top notch. And this still exists EVEN at the airlines that have cut perks/salaries just like over here.
Don't forget that in Europe, there is also less liability in their justice system. Because of that, airlines can maintain younger/more attractive work forces and not get sued over it.
Basically, folks, it's a culture difference. Americans are very proud people that will maintain their pride even in situations where pride should be put aside. This is a result of our hard working values that established this country. Europeans are very proud as well but also understand the value of diplomacy and, even more important, value their jobs a lot more than we do. And when people value their jobs, it brings out the best in them.
73
The main difference basically amounts to socialistic vs capitalistic cultures. In Europe, jobs are NEVER taken for granted, because of the huge backlog of applicants in a diminished employment environment, which tends to exist in socialist countries. There is also tremendous pride in providing good service to customers and doing a good job of it. There does not exist this US attitude of, "What's in it for me" and "You don't owe me squat OR own me for that matter." Over there, a job - especially a customer service job - is an issue of pride and quality. Because of that, customer service is usually top notch. And this still exists EVEN at the airlines that have cut perks/salaries just like over here.
Don't forget that in Europe, there is also less liability in their justice system. Because of that, airlines can maintain younger/more attractive work forces and not get sued over it.
Basically, folks, it's a culture difference. Americans are very proud people that will maintain their pride even in situations where pride should be put aside. This is a result of our hard working values that established this country. Europeans are very proud as well but also understand the value of diplomacy and, even more important, value their jobs a lot more than we do. And when people value their jobs, it brings out the best in them.
73
01-04-2009, 10:05 AM
#18
Gets Weekends Off
Joined APC: Jul 2008
Position: 757 Left
Posts: 1,306
Originally Posted by johnso29
I just finished a 2 day, 6 legs. Nothing but Smiles, Thank you's, Great Flight, and not a single complaint. Looks like US airlines can do it.
01-04-2009, 10:18 AM
#19
Moderator
Joined APC: Oct 2006
Position: B757/767
Posts: 13,088
Originally Posted by Hawaii50
I think it's the passenegers. I get tired of all the whining when I'm saying goodbye. "I felt like I was on a rollercoaster", "How many Gs was that turn?", "How many landings was that?", "You hurt my back". Jeez, what a bunch of pansies these days. My standard customer service response. "Look, you lived didn't you"
Ha ha, I know right? Freakin pansies!
It's really just nice to hear, "Thanks for getting us here safely." I'm happy with just that.
01-04-2009, 10:23 AM
#20
Gets Weekends Off
Joined APC: Feb 2007
Position: 765-A
Posts: 6,844
Originally Posted by Jetcap37
Pilots are on here whining and crying about their pay, pension and God forbid they might even have to work for a living. But they have in fact just become bus drivers (same lousy attitude and service). Make your airline better by providing better customer service, better service more passengers will fly with you, more passengers more money. And more money will eventually get you a pay raise.
For you to attatch poor customer service at the airlines to pilot performance is sort of like blaming the waiter for a poor meal you get. Unless you are at Mel's Diner-- Flo & Alice are off for the day-- and the guy serving you your food has your plate in one hand and a spatula in the other, he didn't make your food. Furthermore, even if you don't like your food, it sure as hell doesn't mean that the waiter doesn't deserve a raise. Because if the owner/cook prepares crappy meals for the customers, how do you think he treats his employees?
Last edited by newKnow; 01-04-2009 at 10:45 AM.
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