January 29
I’ve had several chances to post about bad experiences with both Delta and United, and in the comments of those stories, someone asked if I’d post the same should I experience bad service on American Airlines. Well, Friday the 27th was that day.
It started in San Jose, probably American’s worst slew of gate agents as a group (even worse than Miami, which says a lot, but it’s really only a few bad apples in Miami, which is a large hub for AA – San Jose agents are arguably the worst about actually following proper procedures and responding with a customer service attitude). I’ll put up another post about my quibbles with handling the upgrade list, but the GA knowingly altered the boarding order, even telling another agent she was going to do it differently. She then proceeded to board First Class (only), followed by Executive Platinum and Platinum. You can only imagine the rush, as one of the benefits of Executive Platinum is priority boarding with the First Class passengers, so that if you’re an EXP in coach you get first dibs on overhead space. Several EXP’s naturally tried boarding with First, only to be told “no, we’re doing it different, we’re not boarding you yet.” BAD experience.
The flight crew (both cockpit and cabin) for that flight, however, were excellent (as usual). They even handled a catering screwup apologetically, and comped snack items for passengers who were inconvenienced. In this case, the flight left at 3:50 PM PST and got into Dallas around 9:00 CST, so a “dinner” flight over three hours, which means catering should have loaded sandwiches for purchase (or, for EXP’s, for free – which this flight crew knew about and got right). That didn’t happen (or not enough were loaded) so they were out of “real” food for sale, leaving only a couple tubes of chips and no snack trays. Needless to say, passengers were not happy… but the FA’s don’t control what catering loads, and they really did try to accommodate people and/or comp what little was left in terms of drinks, etc. Very professional.
Getting to Dallas, however, it was back to horrible gate agents. In fact, in Dallas, I met someone who is arguably the worst gate agent AA has. Meet Lottie, the GA working the Dallas – Austin flight. I walked up for the flight (my originally booked flight, but changed due to my standby on the SJC-DFW flight) with the DOOR STILL OPEN. Lottie, looking at me AT THE DESK (not just walking up), says nothing, but goes to close the door and close out the flight. I mentioned that I was originally booked on the flight and asked about standby, and immediately she starts demeaning me, stating “I’ve been making final call for minutes now, and you didn’t board!” ”Well, considering I just came off the SkyTrain escalator and walked up, it’s probably because my connecting flight just arrived.” ”Well I was calling and you weren’t’ here and I’m not putting you on the flight.” ”But I’m here, and the door is open. Why not walk me down with you?” ”I’m not doing that. The flight is closed,” as she closes the door.
Absolutely poor customer service, and from my point of experience, a horrible attitude. When I asked for her employee ID to file a complaint with CR, she refused, stating she didn’t have to give me that. Just like I’ve done with TSA personnel who refused to provide identification in Charlotte, I took her picture. So, here it is.
If you see Lottie, my advice is to simply walk away. Based on my interactions with her, you’re not likely to have a pleasant interaction, and she’s not likely to care about customer service in any form or fashion. As AA ponders downsizing the workforce, this is one GA that would definitely get my vote for someone to be replaced with a self-service kiosk and automated boarding gates – it’d certainly be more pleasant and efficient.
Note: For those of you that think this is going too far, Lottie works in a public position and has no expectation of privacy with regards to her work situation. I’m not posting any other information that someone walking through the airport couldn’t see. I’m simply posting my experience with her and using her as an example of an employee who, in my experience, does not live up to the expectation I have for customer service with American.
And did I email CR? No. It’s honestly not worth the hassle. I’ll get a form-letter response that may or may not be on target with my complaint, and I’ll have to respond a few more times until anyone notices. Another aspect of American’s customer service that needs significant improvement.
Wow, sorry to hear about your bad experience. I agree that some AA people are so rude! SW employees tend to be a lot nicer (IMO) and happy to be at work.
I can’t believe they ran out of “real food.” AA has some of the worst food options to begin with (who wants lays chips or a big cookie for dinner?!?)….and they don’t give you anything for free (like some of their competitors).
MIA to San Jose RT was the last flight I took on AA before jumping ship to Delta. I had booked JFK -MIA – SJO in business with my wife on an award tickets. On JFK to MIA they had asked me if I wanted an omelet or pancakes for breakfast. I answered “pancakes” they instantly said they were out of pancakes. I then asked whey they had given me the choice if I had no choice?
On MIA-SJO they came around while dinner was still being served with additional bread. I asked for more butter and they said they were only provisioned with one butter per meal. I was really floored by the whole experience. At the time flying business or first was a big deal to me and I was really shocked by how bad their product was.
Haven’t regretted making the switch.
Joseph – I haven’t traveled south/east from Miami, but I’ve heard that it’s truly a “second class” of service, primarily because there’s a lot of vacationers and free tickets. That’s not an excuse, but I can certainly understand where you’re coming from. In my case, the GA’s are usually good, but the FA’s are almost always good, and that’s the ones that really matter to me.
Wow, sounds like an awful experience.
It’s too bad the gate agents don’t have the same professionalism as their cabin crews. I’ve had some EXCELLENT AA flights …. where the crew ranks among the best I’ve ever had. I’ve also had some wonderful gate agents, but they’re much fewer and farther between than I’d like.
It’s a shame some of their employees act like this. If I was a GA and had an interaction like that, I’d go home feeling horrible about myself. I mean, my job is to accommodate you the best I can. And if I can’t do that, I should be apologetic and come to a compromise.
Unbelievable.
Mike – Indeed, don’t waste your time with an email. Simply print out this page and mail it in (via snail mail). You’ll get a reply (and not a form reply).
One question, was she at the podium when you got to the gate area? Or was she already by the gate door? It wasn’t entirely clear from the post. Also, what time did you arrive at the gate relative to departure time? Were you at the wire, or were there a few minutes before scheduled departure?
The gate agents are easily the weakest part of the customer service experience at AA.
Out in the spokes, the GAs are usually great: Austin, OKC, DCA, SNA, but the ones at their hubs can be hit or miss.
LAX is the worst: I dread flying out of there.
American is fortunate that their flight attendants are so good that they usually make up for the service at the gate.
NYB – Still at the podium. The door was wide open, and she was nowhere near it. I watched two people walk through (and she checked their boarding passes) as I left the escalator, gate in sight. 30 seconds max…
Get ready for more of this attitude at AA. Bankruptcy, job insecurity and general uncertainty have a tendency to create negative vibes.
AA must take the reins on this and get their customer-facing personnel in line, or they will lose business. The only saving grace is how bad the competition is in comparison… and how at AA it’s at least still only certain personnel or stations (which means a poor station manager), rather than endemic across the airline.
Could be wrong, but from what I’ve noticed at DFW, usually it’s the supervisors that wear the sportcoat outfit… at least that’s usually the garb i’ve seen them wear when they are needed to assist at a gate.
Since AA declared banruptcy I have noticed customer service, especially the flight attendants has been miserable. I am EXP and personlly, now prefer to fly Delta.
Mike, I don’t think any airline can “take the reins” on customer service anymore. The whole airline industry has a pretty low service standard. I don’t think they even care anymore. People have to fly, good customer service or not.