I arrived at the airport an
hour and forty five minutes early for my domestic flight this morning.
I went to the self serve
check-in where the computer screen informed me that I needed to see an
attendant. There weren’t any.
Some guy (I think he was
collecting the luggage) told me to go get on THAT line – and he pointed to a
line all the way at the other end of the United counter.
THAT line had about half a
dozen people in it.
What THAT line didn’t have
was an attendant. The attendant was on
break and no one was covering the line.
They had sent me over to a
line that wasn’t going to move until the attendant finished her break – and the
line was growing fast!!!
The people on the line were
getting angrier and angrier.
After standing there for
about 15 minutes marveling at the situation, someone in a blue jacket walked by
– we all pounced!
It took me an additional
10 minutes to find out that I didn’t have to be on THAT line.
I was sent to another
line, my third line. It was understaffed,
but at least it WAS staffed.
After my three-line
experience, and an investment of just about an hour, I was first on line!
This was when I found out
my attendant was not able to assign me a seat in Economy Class.
I had to have my seat assigned
at the gate.
This was not because it
was getting late (I asked). It was
because United doesn’t assign seats at the counter for Economy Class.
If I wanted to get my seat
assignment at the counter I’d have to purchase an upgrade to Economy Plus (she
could assign those seats!).
Is anyone out there still
wondering why most people can’t stand the air travel?
Thanks Craig. I really appreciate your thoughtful comments and you are quite right that our attitudes (and the attitudes of those around us) greatly contribute to the stress level and customer service orientation of those working for the airlines.
However, I feel that United has a couple of policies it should consider revising. First, not being able to get a seat assignment for Economy Class bookings at the counter where you check your bag UNLESS you upgrade – is new (and I feel unfair). It is an across the board policy. Second, United is also no longer permitting seat assignments on line for a much broader spectrum than they have in the past. Whether intentionally or otherwise they are communicating to their customers that they must upgrade or be ignored. Personally, I upgraded both times since Economy Class on this airline has the least amount of legroom I have ever seen! I’m just under 5’5″ and 120lbs and it’s tight for me!
All that being said, once I have a seat and I’m on the plane (in Economy Plus), flying United is a great experience. Their snacks aren’t even that bad!!!
Every airline has their pros and cons – and considering the risk and outcomes they all do a great job – but sometimes they put policies in place (or staff in a manner) that makes it much harder for their representatives to deliver good customer service.
(My heart does go out to them because I have also witnessed some really annoying, self-centered travelers as well and they certainly make matters worse for everyone!)
Thanks for your tips, Craig!
Ann
Ann:
You know I love your blog. And I am loathe to defend a company over bad customer service — it shouldn’t happen. Airlines are of course easy targets to dump on, and now that we all have blogs, it’s easier than ever. In fairness, though, I feel compelled to offer a few words in United’s defense and a few tips for frustrated travelers.
Over the years I’ve been on most of the major and many of the minor airlines of the world and have spent days and nights (indeed seemingly years) of my life dealing with travel issues in many of the world’s airports. In my worst year (certainly from my kid’s point of view) I booked over 200,000 actual flight miles. Here’s some thoughts based on that experience:
1. For all of United’s faults, over enough flights, it is not worse than any other airline and is better than many;
2. Lord knows I’ve dealt with my share of surly and disinterested gate agents, but my observation is that at least some of that behavior comes from dealing with the constant abuse that many of our fellow travelers heap on them day in and day out. For every needlessly rude airline employee I’ve run into, I’ve seen several needlessly rude and idiotic travelers abusing perfectly good ones. The customer is always right — except when they’e inexcusable. (I’m not saying that this is in any way you — just that your experience has been preconditioned by some of your fellow travelers who have come before you);
3. The airlines’ principal business proposition is that they will get you a long way safely — and their safety record, if you examine it statistically in the context of almost any other business in the world is remarkable. When viewed in terms of numbers of safe customer take-offs and landings, the airline industry is one of the only truly six sigma businesses in the world — and I thank god for that every time I land safely no matter how late, tired or aggravated.
So a couple quick tips:
1. Use the on-line check in from your home computer the night before. You will be able to either get a seat and boarding pass right there, or at a minimum identify a problem that can be remedied with a call to customer service from the comfort of your home or office.
2. Bring key phone nuumbers for the airlines / hotels / car rental companies with you and keep them handy. Much of the time, while the rest of the crowd is tearing their hair out waiting in the customer service corral, the problem can be solved over the phone with a customer service rep.
3. If you travel at all frequently, it’s worth the investment to join a club like United’s Red Carpet club — not because the club is so great — frankly you’re better off waiting at the gate since you’ll get better real time info if there is a delay or gate or equipment change — but because they have shorter customer service lines and better trained customer service reps.
At the end of the day (and sometimes it’s at the end of a very long day), air travel requires much of the flexibility, resilliency, resourcefulness and sense of humor that it takes to manage any other change. In this case it’s a change of geography.
Breathe deep and happy travels.
Craig
Amen!
It doesn’t end there. Because after all that, you then get into yet another line where someone gruff checks your travel documents and pushes you into another conveyor-style line to get completely undressed and keep moving fast both as you get through the check point and back into your clothes. All the while holding your boarding pass with your teeth and your zip lock baggie with the third hand.
I do not object to security. I object to the way people are treated in the process. Change begins with each and every one of us — we can choose at any time to do that job differently even though we are still paid the same. It costs us nothing. In fact, it may even surprise us how wonderfully better it makes *us* feel.