She acts like that all the time and still has a job????? That's terrible. Even an isolated event is bad enough, but for a coworker to say that....not good! One thing true is that many airlines want customers to use self check-in, and many seasoned travelers know that. But we always have a print-out of names and confirmation #'s. A big part of my job is to go out to the machines and assist or just do it for people. This is not nor ever has been a problem. I personally would just prefer to check people in with computer. Some people are some-what intimidated by self check in devices, and customer service is to help. This woman (Kiki) sounds like she needs a mental health evaluation or at the very least a different job. What angers me about events like this is that after people have been treated that way they expect it to happen again. Next time they fly they might approach ticket counter expecting the worse. Every one has bad days or get stressed out, but her behavior was completly unacceptable.
You say you filed a formal complaint with CO ( I will asume corporate office). Here is a suggestion, although it may not help. If this was in Norfolk (or whatever city) see if you can find out the name of a local manager and send him/her a letter directly. You can probably send it directly to that airport address / CO airlines / attn : manager name. Sometimes doing a complaint on a local level gets more results than national level.
Good Luck, I sincerely hope that you are treated better next time you fly. There truly are some nice , helpful agents.
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