Ok, so I started reading this yesterday on a.net, and wanted to put this out to you all. I have been really amazed by the range of response the op got with the following post:
*"Yesterday LAX-KOA morning flight was delayed 2-hours (ultimately, as we took off at 10:35). It was a delayed aircraft arriving, not weather or mechanical.
Now 2 hours is not a huge deal, especially when going on vacation (though I did miss the end of my friend’s lavaman triathlon because of the delay). And UA was nice enough and the Y+ seat was fine.
What really took me aback though was that not once did anyone from the airline say “we are sorry for the delay” or “thank you for being patient” or whatever. In 30+ years of flying, this is the first time, across the board, not one person from any airline bothered to simply ignore that passengers were inconvenienced. Delays happen, but the crew always says something on to thank the passengers for being put out, which to me goes a long way toward convincing pax that they matter and they should fly the airline again in the future.
The pilot didn’t say it, the gate agents, the F/As, etc. It was as if it was 100% business as usual, and I’ve really not experienced anything like that before. (It’s been 20 years since I last flew UA because of such poor experiences in the late 80s, but I figured I would try them again, as it’s a “new generation” of employees running things.) The closest anyone came to the word “sorry” was when our LAX gate was being used for an SFO flight and the SFO agent asked everyone to “please be patient, as our flight will be the next on the gate.” But that was about it. Otherwise, when boarding came, they treated it as a typical boarding.
Are UA employees trained to actively NOT say sorry or thanks for being patient lest they be admitting fault to customers that can be used against the airline? To me, when an airline treats a delay not due to weather so casually, it makes me feel as delays are just SOP for them so they’ve become immune. And on this flight, which is listed as on-time a mere 60% of the time despite being between two airports that rarely have any weather delays, (pretty poor) but maybe the crew is so used to it it doesn’t faze them anymore?
UA should realize that I do have a choice in non-stop air travel between LAX and KOA. I debated between AA or UA, and decided to give UA a try."*
Now my feelings are, if I’m on a flight and it runs late…so be it I understand the industry. On the flip side people who do not need to hear something. We live in a time when we can get immediate news updates to a phone in our pocket. Do I expect an aploogy, no. Does it feel good after hearing it yes. Another point someone made in a response that I agree with is OVERALL customer service in a lot of industries is slack. I am a firm believer in not spending my hard earned $ if when I walk into a store and don’t hear at least a “Hello” nothing more needed and I’m happy to spend my $. So I really am curious to hear how this group that frequents these forums, who may have read these threads as well feel about this posting. Happy flying!!!