Cal 'stinks'
07-11-2009, 08:01 AM
#41
Need More Callouts
Joined APC: Dec 2005
Position: Unbridled Enthusiasm
Posts: 2,143
Originally Posted by wheresmyplane
There were extenuating circumstances that would merit a ticket on the next flight. Give her standby at least. Who does that hurt? Are you arguing that CAL did
If this cheaper than normal ticket was non-refundable than put the blame where it belongs, with his ex-wife.
Oh and by the way, I agree with the title of this thread as far as our employee unfriendly management goes.
07-11-2009, 08:27 AM
#42
Keep Calm Chive ON
Joined APC: Feb 2008
Position: Boeing's Plastic Jet Button Pusher - 787
Posts: 2,086
Originally Posted by wheresmyplane
No, they're not 2 completely different things. They're both about companies trying to stiff customers. Comparing it to a sporting event is comparing apples to oranges. It's not like CAL didn't have another flight going to that destination later on - they did - they made him buy another ticket. Why should he have to buy another ticket? He already had one! How many non revs were on the next flight? If there were any, that guy's daughter should've had a seat at no extra charge. He wasn't asking for a refund. There were extenuating circumstances that would merit a ticket on the next flight. Give her standby at least. Who does that hurt? Are you arguing that CAL did everything within their power to satisfy that customer? They didn't even come close. The only answer a lot of companies train their employees to give is "No." I've had jobs where I'm the person the customer deals with, and if I had acted the way I've seen a lot of "customer service professionals" act, I would've been out the door in a heartbeat! Companies (Airlines included/especially) need to wise up. If you don't have customers, you don't have a business. If everybody did what that musician did to United, we'd have better service in this country, that's for sure.
Calling something a non-refundable ticket is just a way to stick it to the customer if something beyond their control happerns. It's the result of greed and nothing more.
Calling something a non-refundable ticket is just a way to stick it to the customer if something beyond their control happerns. It's the result of greed and nothing more.
Beating the dead horse a bit more.....Do YOU KNOW if CAL had another flight going there later that day?? If you know all his business, maybe you can enlighten us to the specific details so that we may stop guessing the facts of his situation.
If you think that a non-refundable ticket is JUST A WAY TO STICK IT TO THE CUSTOMER, you have a lot to learn about marketing, fare classes, and the option the customer has when purchasing a "rock bottom blue light special", or the "full fare real deal" ticket. If he/she did buy a non-refundable/resticted fare, they got exactly what they bought....welcome to the real world my friend.
As we said earlier, the facts of the story would be nice before you interject all of your circus side show a$$umptions my friend.
07-11-2009, 08:35 AM
#43
Line Holder
Joined APC: May 2008
Position: C208 BE58
Posts: 51
Originally Posted by wheresmyplane
Are you arguing that CAL did everything within their power to satisfy that customer?
07-11-2009, 09:58 AM
#44
Gets Weekends Off
Joined APC: Jun 2007
Posts: 1,357
Originally Posted by wheresmyplane
No, they're not 2 completely different things. They're both about companies trying to stiff customers. Comparing it to a sporting event is comparing apples to oranges. It's not like CAL didn't have another flight going to that destination later on - they did - they made him buy another ticket. Why should he have to buy another ticket? He already had one! How many non revs were on the next flight? If there were any, that guy's daughter should've had a seat at no extra charge. He wasn't asking for a refund. There were extenuating circumstances that would merit a ticket on the next flight. Give her standby at least. Who does that hurt? Are you arguing that CAL did everything within their power to satisfy that customer? They didn't even come close. The only answer a lot of companies train their employees to give is "No." I've had jobs where I'm the person the customer deals with, and if I had acted the way I've seen a lot of "customer service professionals" act, I would've been out the door in a heartbeat! Companies (Airlines included/especially) need to wise up. If you don't have customers, you don't have a business. If everybody did what that musician did to United, we'd have better service in this country, that's for sure.
Calling something a non-refundable ticket is just a way to stick it to the customer if something beyond their control happerns. It's the result of greed and nothing more.
Calling something a non-refundable ticket is just a way to stick it to the customer if something beyond their control happerns. It's the result of greed and nothing more.
Last edited by Jack Bauer; 07-11-2009 at 12:32 PM.
07-11-2009, 10:23 AM
#45
Gets Weekends Off
Joined APC: Mar 2009
Position: CRJ 200 Furloughed FO
Posts: 100
I guess its a waste of time trying to mention anything about customer service. I guess professionalism is out the door too... Too bad. And yes, CAL should do EVERYTHING necassary to satisfy the customer. Saying that they should hold a flight for 1 late guy and making 49 others late is stupid, but they could have let her on later/the next day/thru another hub and having her pay the difference in ticket price. Anything would have been better than what happened. I had a boss that used to say "The answer's yes, now what's the question?" The point was that we would go out of the way to help a customer. That hasn't been the prevailing attitude in this country for some time. Shame.
Also, a non-refundable ticket shouldn't really BE an option - that's what I was getting at. It's trying to hook the passenger into a flight that they might not be able to make for any # of reasons, and then telling them "too bad, buy another ticket," at walk - up rates of course.
Also, a non-refundable ticket shouldn't really BE an option - that's what I was getting at. It's trying to hook the passenger into a flight that they might not be able to make for any # of reasons, and then telling them "too bad, buy another ticket," at walk - up rates of course.
07-11-2009, 01:38 PM
#46
Retired
Joined APC: Feb 2008
Position: whale wrangler
Posts: 3,527
Originally Posted by aggie02
Are you arguing that CAL should do everything within their power to satisfy the customer? I for one think they should have held the flight for the late passanger, afterall the passanger is always right!!!
Fred
07-11-2009, 04:39 PM
#48
Need More Callouts
Joined APC: Dec 2005
Position: Unbridled Enthusiasm
Posts: 2,143
Originally Posted by Jack Bauer
You're waisting your time with these guys. They are more interested in "being right", trying to make a point about rules and saying the customer was WRONG, wrong, wrong. In a sense after giving it some thought I hope Continental continues to take this stance and my airline of choice makes advancements in customer service where the customer is right and builds alot of business (direct and word of mouth from this). These guys keep trying to build extreme examples and angle their arguement to continually show why this guy was wrong (and forget about flexability or extenuating circumstances). We really should encourage them to continue on this path and hope Continental does the same. Again, it benefits all of us unless you happen to work for or like Continental.
I'll bet your beloved carrier has the exact same rules as CAL does and would leave you behind if this happened to you.
Good luck.
07-11-2009, 07:32 PM
#49
Gets Weekends Off
Joined APC: Mar 2009
Position: CRJ 200 Furloughed FO
Posts: 100
Originally Posted by beeker
Should they create an additional charter 777 to fly that one person to his destination?
07-11-2009, 08:52 PM
#50
Gets Weekends Off
Joined APC: Jun 2007
Posts: 1,357
Originally Posted by 757Driver
Oh please.
I'll bet your beloved carrier has the exact same rules as CAL does and would leave you behind if this happened to you.
Good luck.
I'll bet your beloved carrier has the exact same rules as CAL does and would leave you behind if this happened to you.
Good luck.
Again, no middle ground with these guys. They try to frame extreme examples and deflect the fact it wouldn't have been a big deal to let this guys daughter get on another flight. They turn it into a ridiculous extreme example where CAL is scheduling empty triple sevens and going out of business. Let them hold to the inflexabilty and hope your non Continental carrier takes their customers. We want our competition to remain inflexible and send more customers our way. Its really that simple.
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