Customer Service
01-04-2009, 06:58 PM
#32
No longer cares
Joined APC: Mar 2008
Position: 767er Captain
Posts: 12,109
Originally Posted by Jetcap37
Nope, probably not, just like you and most others don't give a rat's @ss about all the other paying customers either. And that right there is the biggest problem in US aviation.
01-04-2009, 07:58 PM
#34
Gets Weekends Off
Joined APC: Nov 2008
Position: UnemploymentJet
Posts: 314
In all fairness, who on this board is a neutral, objective observer as far as customer service is involved? Certainly not any 121 pilots. Easy now, just hear me out.... As a passenger, you're more than likely singled out (as I would expect you to be) for extra attention and you may not experience what the rest of us coach passengers do.
To me, the front end of my customer service experience involves interaction with the check-in desk agents, the gate agents, and the flight attendants. As a military pilot, I always try to say "hello" to the pilot team on the way in and/or out, but I don't particularly interact or see their behavior or attitude displayed as they go about their job like I do with the other airline employees.
In the last two years, I have flown commercial fairly extensively both CONUS and overseas (Europe, Asia, Africa) as part of my additional duty for the AF. In my experiences, the overall employee attitude has dropped noticeably. It's clearly evident that airline employees across the board are not as happy as they once were and unfortunately this affects customer service. Again, please remember that I'm relating my overall experience. There have been some fantastic employees who went above and beyond the call to help me or other fellow passengers.
In addition, I would have to say that the decline in attitude and customer service is noticeably greater among US based carriers than overseas carriers. It's not huge, but it is noticeable.
Due to the amount of flying I've done, now I pretty much get to fly first class. I hate to admit it, but I dread ever having to go back to coach in these current times.
Don't be ****ed, I'm just offering my opinion based on my experiences. Take it for what it's worth or sh!tcan it if you want. Someday I hope to be sitting in the right or left seat with some of you guys/gals, but I'm really dismayed by what's happening to the whole industry. It's sad to me to see this and I hope for everyone's sake that things get better!
To me, the front end of my customer service experience involves interaction with the check-in desk agents, the gate agents, and the flight attendants. As a military pilot, I always try to say "hello" to the pilot team on the way in and/or out, but I don't particularly interact or see their behavior or attitude displayed as they go about their job like I do with the other airline employees.
In the last two years, I have flown commercial fairly extensively both CONUS and overseas (Europe, Asia, Africa) as part of my additional duty for the AF. In my experiences, the overall employee attitude has dropped noticeably. It's clearly evident that airline employees across the board are not as happy as they once were and unfortunately this affects customer service. Again, please remember that I'm relating my overall experience. There have been some fantastic employees who went above and beyond the call to help me or other fellow passengers.
In addition, I would have to say that the decline in attitude and customer service is noticeably greater among US based carriers than overseas carriers. It's not huge, but it is noticeable.
Due to the amount of flying I've done, now I pretty much get to fly first class. I hate to admit it, but I dread ever having to go back to coach in these current times.
Don't be ****ed, I'm just offering my opinion based on my experiences. Take it for what it's worth or sh!tcan it if you want. Someday I hope to be sitting in the right or left seat with some of you guys/gals, but I'm really dismayed by what's happening to the whole industry. It's sad to me to see this and I hope for everyone's sake that things get better!
01-04-2009, 08:11 PM
#35
Gets Weekends Off
Joined APC: Feb 2006
Position: DD->DH->RU/XE soon to be EV
Posts: 3,732
Originally Posted by nfnsquared
In all fairness, who on this board is a neutral, objective observer as far as customer service is involved? Certainly not any 121 pilots. Easy now, just hear me out.... As a passenger, you're more than likely singled out (as I would expect you to be) for extra attention and you may not experience what the rest of us coach passengers do.
To me, the front end of my customer service experience involves interaction with the check-in desk agents, the gate agents, and the flight attendants. As a military pilot, I always try to say "hello" to the pilot team on the way in and/or out, but I don't particularly interact or see their behavior or attitude displayed as they go about their job like I do with the other airline employees.
In the last two years, I have flown commercial fairly extensively both CONUS and overseas (Europe, Asia, Africa) as part of my additional duty for the AF. In my experiences, the overall employee attitude has dropped noticeably. It's clearly evident that airline employees across the board are not as happy as they once were and unfortunately this affects customer service. Again, please remember that I'm relating my overall experience. There have been some fantastic employees who went above and beyond the call to help me or other fellow passengers.
In addition, I would have to say that the decline in attitude and customer service is noticeably greater among US based carriers than overseas carriers. It's not huge, but it is noticeable.
Due to the amount of flying I've done, now I pretty much get to fly first class. I hate to admit it, but I dread ever having to go back to coach in these current times.
Don't be ****ed, I'm just offering my opinion based on my experiences. Take it for what it's worth or sh!tcan it if you want. Someday I hope to be sitting in the right or left seat with some of you guys/gals, but I'm really dismayed by what's happening to the whole industry. It's sad to me to see this and I hope for everyone's sake that things get better!
To me, the front end of my customer service experience involves interaction with the check-in desk agents, the gate agents, and the flight attendants. As a military pilot, I always try to say "hello" to the pilot team on the way in and/or out, but I don't particularly interact or see their behavior or attitude displayed as they go about their job like I do with the other airline employees.
In the last two years, I have flown commercial fairly extensively both CONUS and overseas (Europe, Asia, Africa) as part of my additional duty for the AF. In my experiences, the overall employee attitude has dropped noticeably. It's clearly evident that airline employees across the board are not as happy as they once were and unfortunately this affects customer service. Again, please remember that I'm relating my overall experience. There have been some fantastic employees who went above and beyond the call to help me or other fellow passengers.
In addition, I would have to say that the decline in attitude and customer service is noticeably greater among US based carriers than overseas carriers. It's not huge, but it is noticeable.
Due to the amount of flying I've done, now I pretty much get to fly first class. I hate to admit it, but I dread ever having to go back to coach in these current times.
Don't be ****ed, I'm just offering my opinion based on my experiences. Take it for what it's worth or sh!tcan it if you want. Someday I hope to be sitting in the right or left seat with some of you guys/gals, but I'm really dismayed by what's happening to the whole industry. It's sad to me to see this and I hope for everyone's sake that things get better!
Also, it seems if just about EVERY industry that deals with the public on such a giant scale has had declining customer service for years. Just like the airlines.
01-05-2009, 04:46 AM
#37
Banned
Joined APC: Jan 2006
Position: A-320
Posts: 6,929
Originally Posted by dojetdriver
Fully understood. Couple things to consider. You should see how some employees treat OTHER airline employees. Especially when DH'ing.
Also, it seems if just about EVERY industry that deals with the public on such a giant scale has had declining customer service for years. Just like the airlines.
Also, it seems if just about EVERY industry that deals with the public on such a giant scale has had declining customer service for years. Just like the airlines.
Disclaimer: I have seen many CAL Gate agents & FA go above and beyond for me as well, but man down there in IAH there is this one old miserable little man that is like the SOUP NAZI of Gate Agents......
01-05-2009, 06:15 AM
#38
Gets Weekends Off
Joined APC: Feb 2006
Position: DD->DH->RU/XE soon to be EV
Posts: 3,732
Originally Posted by SAABaroowski
I think its just a CAL & XJT thing, not the Pilot's but by golly some of the CAL FA's and Gate Agents treat Express employees like trash, unbelievable..........
Disclaimer: I have seen many CAL Gate agents & FA go above and beyond for me as well, but man down there in IAH there is this one old miserable little man that is like the SOUP NAZI of Gate Agents......
Disclaimer: I have seen many CAL Gate agents & FA go above and beyond for me as well, but man down there in IAH there is this one old miserable little man that is like the SOUP NAZI of Gate Agents......
01-05-2009, 07:24 AM
#39
No longer cares
Joined APC: Mar 2008
Position: 767er Captain
Posts: 12,109
Originally Posted by nfnsquared
In all fairness, who on this board is a neutral, objective observer as far as customer service is involved? Certainly not any 121 pilots. Easy now, just hear me out.... As a passenger, you're more than likely singled out (as I would expect you to be) for extra attention and you may not experience what the rest of us coach passengers do.
To me, the front end of my customer service experience involves interaction with the check-in desk agents, the gate agents, and the flight attendants. As a military pilot, I always try to say "hello" to the pilot team on the way in and/or out, but I don't particularly interact or see their behavior or attitude displayed as they go about their job like I do with the other airline employees.
In the last two years, I have flown commercial fairly extensively both CONUS and overseas (Europe, Asia, Africa) as part of my additional duty for the AF. In my experiences, the overall employee attitude has dropped noticeably. It's clearly evident that airline employees across the board are not as happy as they once were and unfortunately this affects customer service. Again, please remember that I'm relating my overall experience. There have been some fantastic employees who went above and beyond the call to help me or other fellow passengers.
In addition, I would have to say that the decline in attitude and customer service is noticeably greater among US based carriers than overseas carriers. It's not huge, but it is noticeable.
Due to the amount of flying I've done, now I pretty much get to fly first class. I hate to admit it, but I dread ever having to go back to coach in these current times.
Don't be ****ed, I'm just offering my opinion based on my experiences. Take it for what it's worth or sh!tcan it if you want. Someday I hope to be sitting in the right or left seat with some of you guys/gals, but I'm really dismayed by what's happening to the whole industry. It's sad to me to see this and I hope for everyone's sake that things get better!
To me, the front end of my customer service experience involves interaction with the check-in desk agents, the gate agents, and the flight attendants. As a military pilot, I always try to say "hello" to the pilot team on the way in and/or out, but I don't particularly interact or see their behavior or attitude displayed as they go about their job like I do with the other airline employees.
In the last two years, I have flown commercial fairly extensively both CONUS and overseas (Europe, Asia, Africa) as part of my additional duty for the AF. In my experiences, the overall employee attitude has dropped noticeably. It's clearly evident that airline employees across the board are not as happy as they once were and unfortunately this affects customer service. Again, please remember that I'm relating my overall experience. There have been some fantastic employees who went above and beyond the call to help me or other fellow passengers.
In addition, I would have to say that the decline in attitude and customer service is noticeably greater among US based carriers than overseas carriers. It's not huge, but it is noticeable.
Due to the amount of flying I've done, now I pretty much get to fly first class. I hate to admit it, but I dread ever having to go back to coach in these current times.
Don't be ****ed, I'm just offering my opinion based on my experiences. Take it for what it's worth or sh!tcan it if you want. Someday I hope to be sitting in the right or left seat with some of you guys/gals, but I'm really dismayed by what's happening to the whole industry. It's sad to me to see this and I hope for everyone's sake that things get better!
01-05-2009, 10:45 AM
#40
Get's Every Day Off
Joined APC: Oct 2006
Position: Retired
Posts: 1,858
Originally Posted by Jetcap37
Nope, probably not, just like you and most others don't give a rat's @ss about all the other paying customers either. And that right there is the biggest problem in US aviation.
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