Tuesday, June 26, 2012

Airline Profit Center

First food. Then luggage. What next? Another Airline Profit Center is in the wind...

From reliable sources... Airbus and Boeing are conducting feasibility studies on building the next generation airplanes with pay lavatories. What once was operated with coins, the new doors will be designed with the utilization of credit card machines.

The current challenge appears to be with Federal Aviation Administration certification process and the price. While some inspectors are under the assumption that urgency and whether or not the person needs to take a dump, or just pee, should be addressed. Regardless, we can assure you that we will never see the 10 cent rates as we did in the old days. Anticipate $1.99 for entry. What you do inside is your option.


Piggy-backing is prohibited and will be monitored. 
If you intend on having friend join you, 
your card will be charged double.

For emergency access, or to see what the couple ahead of you are doing in there together, you can unlock the lavatory by lifting the metal thingy and sliding the bar beneath.

Pay Toilets... just another way the airlines are here to serve you.

Monday, June 4, 2012

Customer Service

One of my good friends is a Boeing instructor. She just sent me this message concerning a really screwed up way to run a business.

Delta Air Lines lost her bag... Expensive ticket... and the baggage manager argued with her over reimbursement of a $9 parking ticket.

All she wanted was $9 for her parking.

The manager said she could not pay her for parking, because they didn't have a process to do that. But they were willing to send her bags to Canada.... Doesn't make sense to me.

"My ticket was nearly $8,000.00 US issued through Boeing travel.  My routing home was Baku Paris Amsterdam Seattle.  Both my connections were greater than 2 hours. 

I spent 3 hours there waiting for the bag after it was not expedited properly as the tag was clearly labeled. The bags did not get transferred to the Amsterdam flight in Paris. 

If they were not able to get my bag to me Saturday afternoon they would have had to expedite it to me via a Kenmore air charter to the Princess Louisa Inlet, where I was headed. The charter would have cost them from 3,000 to $5,000.00.  Kind of short sighted of the manager not to realize that I was asking very little to make the situation outcome work best for both of our benefit.

This is the photo of the baggage customer service rep, Aurich, who tried to help with my lost bag and reimbursement for my 9 dollar parking fee. She gave me 10 dollars to cover the parking when her manager Georgina Murphy was not helpful or willing to figure out how to reimburse me for parking. 

 Aurich also gave me a meal voucher while I waited.  

It was clear to me Aurich was more qualified then either of the two supervisors acting as managers both  from a customer and employee stand point.  I hope they consider Aurich for promotion in they near future as I observed her as the most effective employee in the baggage office during my encounter over two days. "  K.S.

I'm thinking that Delta should give huge kudos to Aurich for doing the right thing. And... maybe create a procedure for management to think outside the box a little. I know the Boeing instructors get to choose what airlines they travel on, and these aren't cheap tickets. 

Message from me: 

Airlines, it is time to do a little sucking up to your customers. Not fight them for parking after they've been inconvenienced because you lost their bags. I'm just sayin.... 

What is wrong with this picture?