James T. Kirk
11th Jan 2008, 01:28
A friend of mine flew with American, as he often does, and encountered some interesting customer service. Here's how not to do it folks - enjoy....
TO: Gerard J. Arpey
Chairman and CEO American Airlines
:eek:American Airlines Customer Relations
4255 Amon Carter Blvd. MD 2400
Fort Worth, TX 76155-2603
FROM: <Name removed>
Frequent Flyer # 1234567
RE: EXTREMELY RUDE BEHAVIOR AT CHECK-IN AND MANAGER
Record Locator 123ABC, Pet’s Record Locator 321CBA
Round Trip Flight- # 192 LAX-BOS 12/18/07
BOS/LAX Flight # 25 01/06/08
DEAR SIR,
PLEASE ALLOW ME TO INTRODUCE MYSELF, I AM
EDUCATED, ARTICULATE, WELL DRESSED AND SPOKEN AND I
AM A COMMERCIAL FLIGHT INSTRUCTOR, LIC. # 7654321CFI.
AFTER WAITNG MY TURN IN LINE I WAS CALLED UP TO THE CHECK-IN COUNTER BY A LONG DARK HAIRED WOMEN AT THE AMERICAN AIRLINES BOSTON TERMINAL AT 06:35 EST.
I SAID “GOOD MORNING AND HAPPY NEW YEAR” TO WHICH SHE RESPONDED “I.D.”, I PROCEEDED TO HAND HER MY PASSPORT AND TICKET AND THE VETERINARIAN’S PAPERWORK FOR MY DOG WHO WAS TRAVELING WITH ME,
SHE ASKED TO SEE MY PET AND I LIFTED HER ABOVE THE COUNTER AND SHE IMMEDIATELY SAID THAT SHE WOULD NOT BE ALLOWED ON THE PLANE AS SHE WAS TOO BIG FOR THE CARRIER, I TOLD HER THAT SHE WAS UNDER THE ALLOTED WEIGHT AND THAT THE CARRIER WAS APPROVED BY AMERICAN AIRLINES AND HAD BEEN PERSONALLY PICKED OUT BY MY VET TO CARRY MY DOG AND THAT I HAD BEEN TRAVELING ON AMERICAN AIRLINES WITH MY DOG FOR NEARLY TEN YEARS AND HAD NEVER HAD HER SIZE QUESTIONED BEFORE….SHE SAID THAT DOESN’T MATTER AND SAID “I AM GOING TO GET MY SUPERVISOR”
THERE WERE APPROXIMATELY 50 -75 PEOPLE IN LINE BEHIND ME WAITING TO CHECK IN AND ONLY ONE OTHER
PERSON WORKING A CHECK-IN COUNTER, AFTER APPROXIMATLEY 8-10 MINUTES A WOMAN IN A BRIGHT YELLOW SWEATER WITH DARK SHORT HAIR AND A RADIO
CAME OUT OF AN OFFICE BEHIND THE BAGGAGE CAROUSEL WITH THE WOMEN I HAD SPOKEN WITH IN TOW…
THIS WOMEN STEPPED UP TO THE COUNTER AND WITHOUT SO MUCH AS A GOOD MORNING AND NO EYE CONTACT SAID “SHOW ME THE DOG” TO WHICH I RESPONDED “GOOD MORNING AND HAPPY NEW YEAR” WHICH SHE RESPONDED WITH “I DON’T HAVE TIME FOR THIS, WHERE’S THE DOG”..
AT THAT POINT I ASKED HER “WHY ARE YOU SO ANGRY
I AM A LONG TIME AMERICAN AIRLINES CUSTOMER (over 30 years) AND YOU HAVE COME OUT HERE IN A BAD MOOD AND I WOULD LIKE TO SPEAK TO YOUR SUPERVISOR” TO WHICH SHE RESPONDED TO “I DON’T HAVE A SUPERVISOR ???? AND BESIDES HE ISN’T HERE RIGHT NOW..???? AND SHE CONTINUED ….”I DON’T HAVE TIME FOR THIS AND I DON’T CARE….HOW LONG YOU HAVE BEEN FLYING ON THIS AIRLINE..YOU ARE NOT GOING TO FLY UNLESS I SEE THE DOG..” I TOLD HERE THAT SHOWING HER THE DOG IS NOT A PROBLEM BUT HER RUDENESS WAS AND BESIDES I ASKED HER ARE YOU TELLING ME YOU DON’T HAVE TIME TO SPEAK WITH A LOYAL CUSTMER..????
I AGAIN RAISED MY DOG’S CARRIER UP SO SHE COULD SEE HER AND SHE RESPONDED..”THE DOG IS TOO BIG FOR THAT CARRIER AND SHE IS NOT GETTING ON THE FLIGHT…I TOLD HER I HAD BEEN FLYING WITH MY PET FOR CLOSE TO TEN YEARS AND EVERY AMERICAN AIRLINES CHECK-IN PERSONAL I HAD EVER DEALT WITH HAD NEVER HAD A PROBLEM WITH HER BEFORE…”THEY WERE ALL WRONG” SHE SAID….AND I TOLD HERE THAT I HAD SPENT OVER $3,000.00 DOLLARS JUST ON HAVING MY PET FLY WITH ME ON AMERICAN AIRLINES…TO WHICH SHE SAID…”I DON’T CARE ABOUT THAT”….I THEN OFFERED TO SHOW HER THAT THE DOG WAS SMALL ENOUGH FOR THE CARRIER BY HAVING MY DOG TURN AROUND IN THE CARRIER AND WHEN THIS DIDN’T PLEASE HER SHE SAID “YOUR NOT GETTING ON THIS FLIGHT, GO BUY A CARGO CARRIER AND YOU WILL HAVE TO SHIP “IT” AS CARGO BECAUSE SHE IS TOO SMALL FOR THAT CARRIER”. FOR WHATEVER REASON SHE WAS SO ANGRY IN HER LIFE SHE HAD BEGUN TO USE THE WRONG VERNACULAR, SO I ASKED HER …”WHAT DO YOU CONSIDER TOO SMALL”
“WELL” SHE YELLED REALIZING HER MISTAKE….”SHE CANNOT STAND UP IN THERE”..
AT THIS POINT I LOOKED OVER MY SHOULDER AND OF COURSE EVERYONE IN LINE IS WONDERING WHAT THIS WOMEN WAS ON….I UNZIPPED THE CARRIER AND HAD MY LITTLE DOG COME OUT WHO BY THIS TIME WAS SHAKING AND WHO BY THE WAY IS EPILEPTIC AND ANYONE WITH COMMON SENSE COULD SEETHAT THE CARRIER WAS FAR TALLER THEN MY DOG….
WHEN SHE SAW THAT SHE HAD BEEN WRONG …SHE NOT ONLY DID NOT APOLOGIZE FOR BEING WRONG OR FOR HER ANGER AND YELLING AND SCREAMING AND JUST PLAIN RUDE BEHAVIOR…BUT AS LOUDAS SHE COULD, STATED…”I WILL LET “IT” TRAVEL WITH YOU THIS TIME BUT I AM FLAGING YOUR NAME ANDYOU AND “THAT” DOG” WILL NOT BE FLYING ON THIS AIRLINE AGAIN”…AND WITH THAT SHE STORMED OFF IN THE DIRECTION SHE HAD COME, NEVER ONCE HAVING MADE EYE CONTACT WITH ME OR IN ANY WAY SHAPE OR FORM HAVING TRIED TO CONVERSE IN AN ADULT MANNER.
THE COUNTER CHECK-IN PERSON WHO HAD ORIGINALLY STARTED ALL OF THIS NOW PROCEEDED TO PRINT MY TICKET (enclosed) AND CHARGED MY CREDIT CARD THE $80.00 DOLLARS FOR MY DOG, I ALSO BELIEVE THAT EVEN THOUGH SHE DID NOT APOLOGIZE SHE HAD NO IDEA THAT THIS SUPERVISOR WAS GOING TO COME OUT AND IN FRONT OF EVERYONE THROW A FIT…I COULD NOT SEE EITHER OF THESE WOMEN’S I.D. AND DID NOT WANT TO ASK AS I DID NOT KNOW WHAT WOULD OF HAPPENED CONSIDERING THAT I FELT THAT IF I HAD ARGUED IN ANY WAY WITH THIS “SUPERVISOR” THAT SECURITY WOULD HAVE BEEN CALLED AND SHE AS MUCH AS IMPLIED THAT, I AM SURE YOU CAN FIND OUT THROUGH THE LOG IN AT THAT STATION THAT PRINTED MY TICKET WHO THESE STELLAR EMPLOYEES ARE.
AFTER I RECEIVED MY TICKET AND WENT THROUGH SECURITY I HAD QUITE A NUMBER OF PASSENGERS THAT HAD WITNESSED YOUR EMPLOYEE’S EMBARRASSING BEHAVIOR COME UP TO ME AND TO MY CREDIT ALMOST ALL OF THEM MENTIONED THAT THEY WOULD NOT HAVE BEEN SO CALM WITH SOMEONE YELLING AND GIVING THEM SUCH A HARD TIME….BUT I HAVE LEARNED LONG AGO THAT RISING TO A PERSON’S IGNORANCE AND THE INABILITY TO CONVERSE IN A SOCIAL SETTING ONLY GIVES THAT ANGRY PERSON MORE POWER….ONE OF THE PERSONS THAT CAME UP TO ME TO ASK WHAT HAD HAPPENED WAS <Name removed> …..AN AMERICAN AIRLINES 767 PILOT WHO WAS ON THE WAY WITH HIS TWO SONS FOR A SKIING TRIP TO UTAH….HE AGREED THIS TYPE OF BEHAVIOR IS JUST NOT WHAT AMERICAN AIRLINES REPRESENTS AND THAT ACCORDING TO HIM HAPPENS ALL TO OFTEN.
I DO NOT FLY AS A COMMERCIAL PILOT ANYMORE BUT TEACH FLIGHT INSTRUCTION AT VAN NUYS ANDSANTA MONICA, I TEACH AEROBATICS AND SITUATIONAL AWARENESS (safety training) AND FLY SMALL JETS FOR PRIVATE FAMILIES, BUT I MAKE MY LIVING NOW WORKING FOR THE MAJOR FILM STUDIOS IN L.A. ON FEATURES AND I CAN TELL YOU WITH 200-500 PEOPLE WORKING ON A FILM THERE IS NEVER A PERSON THAT WOULD ACT IN THIS WAY AS THAT PERSON WOULD BE LET GO IN A HEART BEAT BECAUSE YOU CANNOT HAVE A PERSON IN A LEAD POSITION WHO MAKES EVERYONE ELSE FEEL AS IF THEY AREN’T PART OF THE CREATIVE PROCESS AND THIS IS TRUE IN ANY BUSINESS..
EMPLOYEES AND CUSTOMERS HAVE TO FEEL AS IF THEY MATTER NOT AS IF THEY ARE JUST CATTLE TO BE HEARDED IN SOMEONE’S OWN PRIVATE LITTLE FIFEDOM AND BECAUSE SHE CARRIES A RADIO AND YELLS IT’S HER WAY OR THE HIGHWAY.
TAKE THE DOG OUT OF THE PICTURE AND I ASK WHY WAS SHE SO ANGRY…???? AND IF I WAS WRONG THEN WHY THE NEED FOR THE YELLING AND THE THREATS AND THE TOTAL DISREGARD FOR MY BEING A LOYAL CUSTOMER…AND AFTER HAVING SEEN THAT SHE WAS WRONG…WHY NOT BE THE BETTER PERSONAND ADMIT SHE WAS WRONG AND SIMPLY APOLOGIZE FOR HER BEHAVIOR.
I HAVE LIVED AND TRAVELED ALL OVER THE WORLD, SPAIN, IRELAND, FRANCE, BRAZIL,MEXICO…ETC…AND HAVE NEVER..NEVER, EVER HAD ANYONE IN THE TRAVEL INDUSTRY SPEAK TO ME ORSHOW SUCH DISREGARD FOR SIMPLE COMMON COURTESY…AND JUST WHAT EXAMPLE DO YOU THINK THAT THIS SHOWED TO THE 75 PEOPLE WAITING IN LINE BEHIND ME….AND IF THIS PERSON HAS NO SENSE OF SOCIAL ETIQUETTE IN WHAT SHOULD HAVE BEEN A RELATIVELY SIMPLE EXCHANGE BETWEEN TWO ADULTS I WOULD NOT WANT TO BE AROUND HER OR LISTEN TO HER IN A REAL EMERGENCY.
BOTH OF THESE WOMEN SHOWED TOTAL DISREGARD FOR EVEN A SIMPLE “GOOD MORNING” BUT THE SO CALLED “SUPERVISOR” WENT ABOVE AND BEYOND THE CALL OF RUDENESS…99% OF PEOPLE IN ANY INDUSTRY MAKE A DIFFERENCE FOR THE COMPANY THEY WORK FOR BUT AS IN ANY FIELD IT ONLY TAKESONE OR TWO TO RUIN THAT GOOD REPUTATION THAT ALL BUSINESS’S STRIVE FOR.
I DON’T SUGGEST ANY ACTION BE TAKEN AGAINST THESE TWO EMPLOYEES BECAUSE I KNOW THE PUBLIC CAN BE VERY DIFFICULT TO DEAL WITH…BUT HEY I AM ONE OF THE GOOD GUYS OUT THERE…I MAYNOT BE THE MOST FREQUENT FLYER OR FLY IN FIRST CLASS BUT WHEN ALL MY FRIENDS AND FAMILY HAVE GONE TO THE SO CALLED CHEAP AIRLINES , JET BLUE AND THE LIKE, I HAVE STUCK WITH AMERICAN BECAUSE I KNOW THE HISTORY OF THE AIRLINE INDUSTRY AND HOW THE MAJORS HELPED BUILD THIS COUNTRY AND THIS IS WHY I FLY AMERICAN, ALTHOUGH I WILL NOT BE FLYING AMERICAN WITH MY DOG EVER AGAIN… I WILL CONTINUE TO BE A CUSTOMER EVEN THOUGH FRIENDS AND FAMILY I HAVE TOLD ABOUT THISJUST SHAKE THEIR HEADS.
YOUR COMPANY SIR IS IN THE PEOPLE BUSINESS AND MY SUGGESTION IS THAT EVERY MORNING IN EVERY DEPARTMENT IN EVERY COUNTRY THAT AMERICAN FLIES EVERYONE FROM THE TOP ON DOWN STARTS THEIR DAY WITH A SMILE….BECAUSE A SMILE AND POLITENESS GO A LONG …LONG ..WAY.
WITH KINDEST REGARDS
<Name removed for obvious reasons>
TO: Gerard J. Arpey
Chairman and CEO American Airlines
:eek:American Airlines Customer Relations
4255 Amon Carter Blvd. MD 2400
Fort Worth, TX 76155-2603
FROM: <Name removed>
Frequent Flyer # 1234567
RE: EXTREMELY RUDE BEHAVIOR AT CHECK-IN AND MANAGER
Record Locator 123ABC, Pet’s Record Locator 321CBA
Round Trip Flight- # 192 LAX-BOS 12/18/07
BOS/LAX Flight # 25 01/06/08
DEAR SIR,
PLEASE ALLOW ME TO INTRODUCE MYSELF, I AM
EDUCATED, ARTICULATE, WELL DRESSED AND SPOKEN AND I
AM A COMMERCIAL FLIGHT INSTRUCTOR, LIC. # 7654321CFI.
AFTER WAITNG MY TURN IN LINE I WAS CALLED UP TO THE CHECK-IN COUNTER BY A LONG DARK HAIRED WOMEN AT THE AMERICAN AIRLINES BOSTON TERMINAL AT 06:35 EST.
I SAID “GOOD MORNING AND HAPPY NEW YEAR” TO WHICH SHE RESPONDED “I.D.”, I PROCEEDED TO HAND HER MY PASSPORT AND TICKET AND THE VETERINARIAN’S PAPERWORK FOR MY DOG WHO WAS TRAVELING WITH ME,
SHE ASKED TO SEE MY PET AND I LIFTED HER ABOVE THE COUNTER AND SHE IMMEDIATELY SAID THAT SHE WOULD NOT BE ALLOWED ON THE PLANE AS SHE WAS TOO BIG FOR THE CARRIER, I TOLD HER THAT SHE WAS UNDER THE ALLOTED WEIGHT AND THAT THE CARRIER WAS APPROVED BY AMERICAN AIRLINES AND HAD BEEN PERSONALLY PICKED OUT BY MY VET TO CARRY MY DOG AND THAT I HAD BEEN TRAVELING ON AMERICAN AIRLINES WITH MY DOG FOR NEARLY TEN YEARS AND HAD NEVER HAD HER SIZE QUESTIONED BEFORE….SHE SAID THAT DOESN’T MATTER AND SAID “I AM GOING TO GET MY SUPERVISOR”
THERE WERE APPROXIMATELY 50 -75 PEOPLE IN LINE BEHIND ME WAITING TO CHECK IN AND ONLY ONE OTHER
PERSON WORKING A CHECK-IN COUNTER, AFTER APPROXIMATLEY 8-10 MINUTES A WOMAN IN A BRIGHT YELLOW SWEATER WITH DARK SHORT HAIR AND A RADIO
CAME OUT OF AN OFFICE BEHIND THE BAGGAGE CAROUSEL WITH THE WOMEN I HAD SPOKEN WITH IN TOW…
THIS WOMEN STEPPED UP TO THE COUNTER AND WITHOUT SO MUCH AS A GOOD MORNING AND NO EYE CONTACT SAID “SHOW ME THE DOG” TO WHICH I RESPONDED “GOOD MORNING AND HAPPY NEW YEAR” WHICH SHE RESPONDED WITH “I DON’T HAVE TIME FOR THIS, WHERE’S THE DOG”..
AT THAT POINT I ASKED HER “WHY ARE YOU SO ANGRY
I AM A LONG TIME AMERICAN AIRLINES CUSTOMER (over 30 years) AND YOU HAVE COME OUT HERE IN A BAD MOOD AND I WOULD LIKE TO SPEAK TO YOUR SUPERVISOR” TO WHICH SHE RESPONDED TO “I DON’T HAVE A SUPERVISOR ???? AND BESIDES HE ISN’T HERE RIGHT NOW..???? AND SHE CONTINUED ….”I DON’T HAVE TIME FOR THIS AND I DON’T CARE….HOW LONG YOU HAVE BEEN FLYING ON THIS AIRLINE..YOU ARE NOT GOING TO FLY UNLESS I SEE THE DOG..” I TOLD HERE THAT SHOWING HER THE DOG IS NOT A PROBLEM BUT HER RUDENESS WAS AND BESIDES I ASKED HER ARE YOU TELLING ME YOU DON’T HAVE TIME TO SPEAK WITH A LOYAL CUSTMER..????
I AGAIN RAISED MY DOG’S CARRIER UP SO SHE COULD SEE HER AND SHE RESPONDED..”THE DOG IS TOO BIG FOR THAT CARRIER AND SHE IS NOT GETTING ON THE FLIGHT…I TOLD HER I HAD BEEN FLYING WITH MY PET FOR CLOSE TO TEN YEARS AND EVERY AMERICAN AIRLINES CHECK-IN PERSONAL I HAD EVER DEALT WITH HAD NEVER HAD A PROBLEM WITH HER BEFORE…”THEY WERE ALL WRONG” SHE SAID….AND I TOLD HERE THAT I HAD SPENT OVER $3,000.00 DOLLARS JUST ON HAVING MY PET FLY WITH ME ON AMERICAN AIRLINES…TO WHICH SHE SAID…”I DON’T CARE ABOUT THAT”….I THEN OFFERED TO SHOW HER THAT THE DOG WAS SMALL ENOUGH FOR THE CARRIER BY HAVING MY DOG TURN AROUND IN THE CARRIER AND WHEN THIS DIDN’T PLEASE HER SHE SAID “YOUR NOT GETTING ON THIS FLIGHT, GO BUY A CARGO CARRIER AND YOU WILL HAVE TO SHIP “IT” AS CARGO BECAUSE SHE IS TOO SMALL FOR THAT CARRIER”. FOR WHATEVER REASON SHE WAS SO ANGRY IN HER LIFE SHE HAD BEGUN TO USE THE WRONG VERNACULAR, SO I ASKED HER …”WHAT DO YOU CONSIDER TOO SMALL”
“WELL” SHE YELLED REALIZING HER MISTAKE….”SHE CANNOT STAND UP IN THERE”..
AT THIS POINT I LOOKED OVER MY SHOULDER AND OF COURSE EVERYONE IN LINE IS WONDERING WHAT THIS WOMEN WAS ON….I UNZIPPED THE CARRIER AND HAD MY LITTLE DOG COME OUT WHO BY THIS TIME WAS SHAKING AND WHO BY THE WAY IS EPILEPTIC AND ANYONE WITH COMMON SENSE COULD SEETHAT THE CARRIER WAS FAR TALLER THEN MY DOG….
WHEN SHE SAW THAT SHE HAD BEEN WRONG …SHE NOT ONLY DID NOT APOLOGIZE FOR BEING WRONG OR FOR HER ANGER AND YELLING AND SCREAMING AND JUST PLAIN RUDE BEHAVIOR…BUT AS LOUDAS SHE COULD, STATED…”I WILL LET “IT” TRAVEL WITH YOU THIS TIME BUT I AM FLAGING YOUR NAME ANDYOU AND “THAT” DOG” WILL NOT BE FLYING ON THIS AIRLINE AGAIN”…AND WITH THAT SHE STORMED OFF IN THE DIRECTION SHE HAD COME, NEVER ONCE HAVING MADE EYE CONTACT WITH ME OR IN ANY WAY SHAPE OR FORM HAVING TRIED TO CONVERSE IN AN ADULT MANNER.
THE COUNTER CHECK-IN PERSON WHO HAD ORIGINALLY STARTED ALL OF THIS NOW PROCEEDED TO PRINT MY TICKET (enclosed) AND CHARGED MY CREDIT CARD THE $80.00 DOLLARS FOR MY DOG, I ALSO BELIEVE THAT EVEN THOUGH SHE DID NOT APOLOGIZE SHE HAD NO IDEA THAT THIS SUPERVISOR WAS GOING TO COME OUT AND IN FRONT OF EVERYONE THROW A FIT…I COULD NOT SEE EITHER OF THESE WOMEN’S I.D. AND DID NOT WANT TO ASK AS I DID NOT KNOW WHAT WOULD OF HAPPENED CONSIDERING THAT I FELT THAT IF I HAD ARGUED IN ANY WAY WITH THIS “SUPERVISOR” THAT SECURITY WOULD HAVE BEEN CALLED AND SHE AS MUCH AS IMPLIED THAT, I AM SURE YOU CAN FIND OUT THROUGH THE LOG IN AT THAT STATION THAT PRINTED MY TICKET WHO THESE STELLAR EMPLOYEES ARE.
AFTER I RECEIVED MY TICKET AND WENT THROUGH SECURITY I HAD QUITE A NUMBER OF PASSENGERS THAT HAD WITNESSED YOUR EMPLOYEE’S EMBARRASSING BEHAVIOR COME UP TO ME AND TO MY CREDIT ALMOST ALL OF THEM MENTIONED THAT THEY WOULD NOT HAVE BEEN SO CALM WITH SOMEONE YELLING AND GIVING THEM SUCH A HARD TIME….BUT I HAVE LEARNED LONG AGO THAT RISING TO A PERSON’S IGNORANCE AND THE INABILITY TO CONVERSE IN A SOCIAL SETTING ONLY GIVES THAT ANGRY PERSON MORE POWER….ONE OF THE PERSONS THAT CAME UP TO ME TO ASK WHAT HAD HAPPENED WAS <Name removed> …..AN AMERICAN AIRLINES 767 PILOT WHO WAS ON THE WAY WITH HIS TWO SONS FOR A SKIING TRIP TO UTAH….HE AGREED THIS TYPE OF BEHAVIOR IS JUST NOT WHAT AMERICAN AIRLINES REPRESENTS AND THAT ACCORDING TO HIM HAPPENS ALL TO OFTEN.
I DO NOT FLY AS A COMMERCIAL PILOT ANYMORE BUT TEACH FLIGHT INSTRUCTION AT VAN NUYS ANDSANTA MONICA, I TEACH AEROBATICS AND SITUATIONAL AWARENESS (safety training) AND FLY SMALL JETS FOR PRIVATE FAMILIES, BUT I MAKE MY LIVING NOW WORKING FOR THE MAJOR FILM STUDIOS IN L.A. ON FEATURES AND I CAN TELL YOU WITH 200-500 PEOPLE WORKING ON A FILM THERE IS NEVER A PERSON THAT WOULD ACT IN THIS WAY AS THAT PERSON WOULD BE LET GO IN A HEART BEAT BECAUSE YOU CANNOT HAVE A PERSON IN A LEAD POSITION WHO MAKES EVERYONE ELSE FEEL AS IF THEY AREN’T PART OF THE CREATIVE PROCESS AND THIS IS TRUE IN ANY BUSINESS..
EMPLOYEES AND CUSTOMERS HAVE TO FEEL AS IF THEY MATTER NOT AS IF THEY ARE JUST CATTLE TO BE HEARDED IN SOMEONE’S OWN PRIVATE LITTLE FIFEDOM AND BECAUSE SHE CARRIES A RADIO AND YELLS IT’S HER WAY OR THE HIGHWAY.
TAKE THE DOG OUT OF THE PICTURE AND I ASK WHY WAS SHE SO ANGRY…???? AND IF I WAS WRONG THEN WHY THE NEED FOR THE YELLING AND THE THREATS AND THE TOTAL DISREGARD FOR MY BEING A LOYAL CUSTOMER…AND AFTER HAVING SEEN THAT SHE WAS WRONG…WHY NOT BE THE BETTER PERSONAND ADMIT SHE WAS WRONG AND SIMPLY APOLOGIZE FOR HER BEHAVIOR.
I HAVE LIVED AND TRAVELED ALL OVER THE WORLD, SPAIN, IRELAND, FRANCE, BRAZIL,MEXICO…ETC…AND HAVE NEVER..NEVER, EVER HAD ANYONE IN THE TRAVEL INDUSTRY SPEAK TO ME ORSHOW SUCH DISREGARD FOR SIMPLE COMMON COURTESY…AND JUST WHAT EXAMPLE DO YOU THINK THAT THIS SHOWED TO THE 75 PEOPLE WAITING IN LINE BEHIND ME….AND IF THIS PERSON HAS NO SENSE OF SOCIAL ETIQUETTE IN WHAT SHOULD HAVE BEEN A RELATIVELY SIMPLE EXCHANGE BETWEEN TWO ADULTS I WOULD NOT WANT TO BE AROUND HER OR LISTEN TO HER IN A REAL EMERGENCY.
BOTH OF THESE WOMEN SHOWED TOTAL DISREGARD FOR EVEN A SIMPLE “GOOD MORNING” BUT THE SO CALLED “SUPERVISOR” WENT ABOVE AND BEYOND THE CALL OF RUDENESS…99% OF PEOPLE IN ANY INDUSTRY MAKE A DIFFERENCE FOR THE COMPANY THEY WORK FOR BUT AS IN ANY FIELD IT ONLY TAKESONE OR TWO TO RUIN THAT GOOD REPUTATION THAT ALL BUSINESS’S STRIVE FOR.
I DON’T SUGGEST ANY ACTION BE TAKEN AGAINST THESE TWO EMPLOYEES BECAUSE I KNOW THE PUBLIC CAN BE VERY DIFFICULT TO DEAL WITH…BUT HEY I AM ONE OF THE GOOD GUYS OUT THERE…I MAYNOT BE THE MOST FREQUENT FLYER OR FLY IN FIRST CLASS BUT WHEN ALL MY FRIENDS AND FAMILY HAVE GONE TO THE SO CALLED CHEAP AIRLINES , JET BLUE AND THE LIKE, I HAVE STUCK WITH AMERICAN BECAUSE I KNOW THE HISTORY OF THE AIRLINE INDUSTRY AND HOW THE MAJORS HELPED BUILD THIS COUNTRY AND THIS IS WHY I FLY AMERICAN, ALTHOUGH I WILL NOT BE FLYING AMERICAN WITH MY DOG EVER AGAIN… I WILL CONTINUE TO BE A CUSTOMER EVEN THOUGH FRIENDS AND FAMILY I HAVE TOLD ABOUT THISJUST SHAKE THEIR HEADS.
YOUR COMPANY SIR IS IN THE PEOPLE BUSINESS AND MY SUGGESTION IS THAT EVERY MORNING IN EVERY DEPARTMENT IN EVERY COUNTRY THAT AMERICAN FLIES EVERYONE FROM THE TOP ON DOWN STARTS THEIR DAY WITH A SMILE….BECAUSE A SMILE AND POLITENESS GO A LONG …LONG ..WAY.
WITH KINDEST REGARDS
<Name removed for obvious reasons>