Smokey23

Yeah...says Mr I've-Never-Ever-Put-Myself-In-A-Jam-And-Been-Rescued-By-Someone-Willing-To-Go-Out-Of-Their-Way-To-Help.

You're actually trying to convince us that the net PR gain to an airline would be better if they just blow off this hapless passenger and arrive 15 early? People don't remember being 15 early for much longer than the time it takes to get off the airport. They DO remember episodes of a company or an individual trying to "do the right thing" because it has sadly become such a rarity in our "it's all about me" society.

Hopefully you fly boxes for a living.

sailingfun

Why on earth would you not deplane immediately and seek medical attention if your daughters life was at stake. The Captain should have ordered you off.

sailingfun

The problem with pushing late planning on arriving on time is stuff happens. Start valve won’t open, passenger gets sick, emergency aircraft inbound, atc delay ECT... Now you arrive late and miss connect 50 people.

sailingfun

So you stayed on the aircraft because it was just a possibility she might die not confirmed? A 101 fever in a child is a reason to get off the aircraft every single time. Especially if it spiked to that.

Snowflyer

Yep getting off the plane in a city where we had no doctor or transport for 101 fever when a doctor won't even bring a kid in until 103 or higher makes perfect sense.

Looking back, Ya we could've got off, got her medicine, and asked about getting rebooked. But not knowing at the time sw was great about that we chose not to because being stuck in an airport with a sick child wasnt going to help anything. Not like anyone with a cold gets asked not to board... and every child under 6 is at risk of having a fever seizure, whether they've had one previous or no. Even if they have had 1 before, most never do again.

Was glad for his help that I thought was exceptional. Maybe I phrased it wrong but it was a kindness I appreciated and the level of known risk wasn't anymore than when we fly now. She could always have a seizure, sick or not, so we take most precautions we can but let her have a normal life as much as we can.

dawgdriver

There is definitely a balance to be achieved, and connecting software is available so educated and balanced decisions can be made.

In contrast to the OP's point, we've all seen terminals, full of passengers, witnessing robotic gate agents closing the door to out-of-breath running connecting pax because they are pressured to close out the flight on time. Not just someone forgetting a drivers license, but passengers connecting on the same airline. Adding insult to injury, the stranded passengers often get to stare in disbelief as the plane sits with no tug or ramp crew in sight. ACARs out! Mission accomplished. This leaves a permanent impression widely transmitted through word-of-mouth.

Airlines have lost focus on what matters. Too many bean counters, not enough visionary leaders. In order to make DOT numbers look good, CEOs couldn't care less about the impact to customers. Unlike Southwest, their employees are empowered to make commonsense decisions.

Two sides to every story, but commonsense and customer focus are often lacking in the decision process.

at6d

I understand your view. But at the end of the day, the point isn’t that the company backed the CA—it’s that the CA backed the customer.

The gate issue isn’t all the time, but since our efficiency is so tight, arriving early isn’t always a good thing.

The SWA culture of taking care of our employees, customers, and commuters is in danger of being stamped out by Legacy-style indifference, especially when it comes to departure time policies.

I worked for Eagle under AMR for many years. What did I learn? How not to treat customers.

Our being profitable for 45 years in a row has a lot to do with how we treat our passengers. I know our OAL jumpseaters appreciate it.

Now if I’m in line behind you at the food place, and you’ve had ten minutes to read the menu, you better be able to order immediately when it’s your turn. Now that gets me worked up!

CA1900

I had a lady do that in front of me at Starbucks recently. She's next in line, is asked what she wants, and holds up a finger to the clerk, pointing at the phone she's talking on. I walked right around her and ordered, and she started throwing a fit. Didn't get far with anybody.

ShyGuy

I said playing devils advocate. Ok, lets say you go 15 late and get her the purse and takeoff with the lighter than expected headwinds. But then you have to air hold for 15-20 minutes for LAX and then land 15-20 late, and some people have now missed their connections. Is that worth it? Had this left on time the 15-20 minute hold would have still been within expected arrival time.


But it's the same problem. You have an issue with the person ahead of you because they haven't decided what they want and are now holding up the line and wasting people behind them 10 minutes while they decide what they want. This is intentional, and forgetting a wallet/purse is unintentional but the fact remains that because of what one person is doing, it is affecting the other 100+ people who had nothing to do with it. In your starbucks case, they know what they want and are ready to order but are now wasting extra time waiting on this person to decide. In the airplane case they all have their wallets and purses trying to go to LA and make connections, but one forgot the wallet up at the gate.

All I'm saying is I see both sides.

at6d

It’s tongue in cheek about the Starbucks.

It’s not black and white when it comes to leaving early, but more often than not, it works out for the best when we choose to help our customers, even if we bend the company rules a little.

I’m sure Herb would back my comments. Not so sure about Gary.