Jim, I thought pinnocio was you under another name (all that re-regulation talk) heh. But what got me was this line in particular:
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In the mean time (for whatever reason) the return flight from CVG to AMS was cancelled without my parents being notified.
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I'm sorry but how can a pilot, or an ex-pilot use such a term? Shouldn't you have resources and people you can call to find out about what happened to the flight? heck if your parents were so ill (and I'm not placing doubt there), shouldn't you have been tracking the flight from the moment they arrived at the airport? And pinnocio, for an ex-pilot, 22 years, you seem awful surprised by a delay/cancellation... i mean haven't you been in a couple of these situations yourself???
and this line is the kicker
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In no other service industry, is it possible to disrespect customers to this level
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First at what level were you or your family disrespected? Worse case scenario they didn't sit together on their connecting flight, but they made it and i would assume unharmed. two, if the overbooking is disrespectful (or the lack of a phone call about the cancellation), again why are you so stunned by this? You're a PILOT!!! This should be nothing new. Second, what about the fastfood industry? retail industry? administrative assistants? Jehova's witnesses? (You want bad customer service? these guys knock on your door at 6 am!! Who invented 6 am anyway!!?)
I'm sorry but as much as I feel bad about your folks (old Bob can relate as he's gettin on in years) I feel your story lacks much credibility.