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Originally Posted by ngeiger
Its not just misinformation, or whether it is fair to charge fees- the overwheming problem is the rudness, and lack of concern from the customer service department at AA.
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Again, this goes back to the people airlines hire and what those people are willing to work for. I used to care about the customer when I first started but after being beaten down by my company, taking pay cuts along with several other losses of contractual benefits and being verbally attacked by customers, I had enough. People don't wanna do that job and deal with the public for what they are now earning.
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Originally Posted by ngeiger
Any of these problems could have been easily resolved by a friendly face and a waiver of a small fee. Not an issue, and something I have done as a manager for over ten years. I never plan to fly AA again. Their level of service is truely the worst!!
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The way of the waiver is long gone. The airline I worked for monitored this and actually proposed the idea of "revenue leakage recovery", where they wanted the employee to pay for the revenue he/she lost for waiving a fee. Waiving of fees is rare these days.