I really hope Delta makes a statement.....

Unfortunately past performance has shown that to get results from airlines (corporate) it often takes negative publicity to see any action.
 
poser765 said:
Guys, I don't really care what happened before the video starts, there is no excuse for a customer facing rep to lose his temper or call someone names.

I've had a position as a customer service manager. I've had people scream, curse, square off at me. They've threatened to do me harm, mess up my car, and sue me. I've heard "do you know who I am" and have been threatened with the police, fbi, and the freaking homeland security.

Never once did I lose my cool, refuse to do my job, or call the customer names.
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Clever snark, however, is always a good option.
 
Seriously, though.

Having worked many hard years in retail, people pull this crap because they got away with it the last five times. Customer service agents need to be empowered to do what they can to help someone, and also empowered to tell someone to piss off if they must, and the company should back the employee if they made the right call. At the place I worked there were customers who robbed the business blind because all they had to do was make a stink and all would be forgiven. You don't need customers like that.

*not specifically regarding this incident. I don't think I ever used a curse word once in my customer service career.
 
trafficinsight said:
Seriously, though.

Having worked many hard years in retail, people pull this crap because they got away with it the last five times. Customer service agents need to be empowered to do what they can to help someone, and also empowered to tell someone to piss off if they must, and the company should back the employee if they made the right call. At the place I worked there were customers who robbed the business blind because all they had to do was make a stink and all would be forgiven. You don't need customers like that.
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The customer was trying to retrieve his bags. The employee refused to look for them. How is this customer pulling any crap or trying to rip anyone off? This situation is squarely on the DAL employees shoulders.
 
NovemberEcho said:
The customer was trying to retrieve his bags. The employee refused to look for them. How is this customer pulling any crap or trying to rip anyone off? This situation is squarely on the DAL employees shoulders.
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Yeah I realized that I was speaking more in general and not to the specific incident, so I made an edit.
 
NovemberEcho said:
How was it the passengers fault his flight got delayed twice and they put him on an Alaskan flight instead? The DAL agent was refusing to look for his bags because he flew in on Alaska/Hawaiian and not DAL even though he had checked his bags with DAL and had a DAL claimcheck. Sorry, but sometimes it really is the employees who are the dicks, not the customer. And sure enough, DAL had his bags.
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That's all fine and we'll, and while you may be correct, as soon as that camera comes out, your help just ended.
 
Adler said:
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20-translation-fails-that-will-make-you-laugh-way-more-than-you-should-01.jpg
 
DogwoodLynx said:
As soon as people start to yell and get mean, my help stops (long before cell phones come out).

I don’t say anything to them, I just go to another customer
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He wasn't yelling, he was trying to explain that his bag was checked through on an earlier DAL flight, and the employee just didn't want to hear it, honestly, the customer would not have been out of line to raise his voice, but he didn't, he just asked to see a supervisor (relatively politely I might add, all things considered).
 
greg1016 said:
He wasn't yelling, he was trying to explain that his bag was checked through on an earlier DAL flight, and the employee just didn't want to hear it, honestly, the customer would not have been out of line to raise his voice, but he didn't, he just asked to see a supervisor (relatively politely I might add, all things considered).
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Oh sorry, I was just speaking in general.
 
This is why I don't work a customer facing position.

I agree with Douglas though, the second that camera comes out and you think you're going to leverage/bully me into submission with it, the conversation is over and you lose by default. I'm not defending the employee, but I see how easy it can be to lose your shiesse with a customer.

(We wonder why we have kids blowing each other away at high schools. Maybe it's because we're a country of a-holes and common courtesy and just treating people with respect has gone out the window....)
 
Another one, 10 days ago, but with the phone turned on the pax, and a happier ending. Pre-pushback the woman starts screaming about an infant next to her, boasting that she works for Gov. Cuomo, and demanding another seat. She's told that her seat is on the next flight and, so she immediately tries sucking up with the FA before being removed. She's apparently also been removed from her job.
http://www.foxnews.com/travel/2018/...baby-placed-on-leave-from-government-job.html
 
tomokc said:
Another one, 10 days ago, but with the phone turned on the pax, and a happier ending. Pre-pushback the woman starts screaming about an infant next to her, boasting that she works for Gov. Cuomo, and demanding another seat. She's told that her seat is on the next flight and, so she immediately tries sucking up with the FA before being removed. She's apparently also been removed from her job.
http://www.foxnews.com/travel/2018/...baby-placed-on-leave-from-government-job.html
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I can think of a few four letter words to describe that lady that would probably get me banned from this website.

“What’s your name?”

“Tabatha”

“Well, Tabatha, you’re going to be out of a job by tomorrow”

I’m not even sure why she’s being such a raging thunder(bleep). It appears her original seat was next to the mother with the baby and she gets moved across the aisle before she gets owned by Tabatha.
 
tomokc said:
Another one, 10 days ago, but with the phone turned on the pax, and a happier ending. Pre-pushback the woman starts screaming about an infant next to her, boasting that she works for Gov. Cuomo, and demanding another seat. She's told that her seat is on the next flight and, so she immediately tries sucking up with the FA before being removed. She's apparently also been removed from her job.
http://www.foxnews.com/travel/2018/...baby-placed-on-leave-from-government-job.html
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I’ve flown with that FA a few times. She’s a pretty calm person and did everything right.
 
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