I am not really one who complains to companies about their service. Actually I don't think I have ever sent a formal complaint to a company. There have been times when I should have, like when the Best Buy jerkface made me cry, but still did not feel the need. However if you mess with a senior citizen you will be messing with me.
I have always had a soft spot for Seniors. From their stories of old times to their set in their ways attitudes. There is history in their eyes that you just can't read in a book. Sunday a very unhappy flight attendant decided to take her attitude out on the poor guy sitting in my aisle.
Below is my letter to the airline and their response:
Hello,
I just returned from a trip last night flying with United for the first time and was greatly disturbed by the way one of the Flight Attendants treated the elderly gentleman sitting next to me on my flight 859 from Portland, Oregon to San Francisco, CA.
When it was time to serve the complementary drinks the Flight Attendant took my order and tried to grab the man's attention, however he was looking out the window and quite obviously hard of hearing. I turned and tapped him on the shoulder for her but when we turned back she had already walked away to get my drink.
Upon her return he quite politely asked for a drink and to my utter astonishment she scoffed at him giving him a very nasty look, nearly spitting on me while doing so then walked off grumbling to herself. When she returned she shoved the drink into his hand and he politely thanked her only to receive a very hard smile in return.
I understand that the drink service is complementary, however I would think that like most airlines, United would strive for their employees to serve with a smile, complementary or not. What's more, being that the gentlemen quite obviously did not or could not hear her I would have never imagined she would have treated him with such disrespect, its common respect for another human being.
I have done my share of travel domestic and international in the past and I have never come across the amount of hiccups I had while traveling with United. Most were small and not worth mentioning as I am not one to usually complain. I could not however in good conscious disregard the Flight Attendant’s actions.
Thank you for taking the time to read this. It is my hope that United might find it in their best interest to send some sort of apology to the gentlemen in seat 22A who was the unfortunate blunt of United’s unhappy Flight Attendant.
Best regards,
Tamara Leeper
RESPONSE:
Dear Ms. Leeper,
I regret to learn from your report about the unsatisfactory behavior of
one of our flight attendants.
To begin, customer satisfaction is an integral part of our commitment to
you, therefore, we expect our employees to treat our guests with
courtesy and respect while providing attentive, professional, service at
all times. The unprofessional conduct you report is unacceptable and
never tolerated. Rest assured, I have shared your comments with the
In-Flight Management Team for their internal review with the flight
attendant involved. Please know reports of this nature are taken very
seriously and are given our complete attention.
Please give us an opportunity to provide you the service you expect from
United Airlines.
Regards,
7 comments:
Yeah, the F bomb even. From Tiny Tam. That was a lame response that felt totally canned. They need to work on how they're communicating with customers (on the plane and in e-mail) or they'll go under.
I have never been a fan of United, but now, after traveling via Delta to ATL this week, I may reconsider United over Delta. Over $400 for the ticket PLUS $40 for my baggage. Six dollars for cheese plate and a dixie cup of water early in the flight. We were so parched by the end of the flight that we were delirious. I am going to kiss Southwest Airlines feet for their better than average service by comparison and no fees for luggage.
PS - treating anyone badly, including seniors is just wrong.
Good job Tam, I'm proud of you for writing to them!
Try flying stand by on United...not good times.
Southwest is definitely the way to go. They don't charge for baggage and they are usually fun. I remember flying to Kansas in an ice storm and they made everyone so at ease with their friendly banter and energy. Poo on United!
so do you know if they ever apoligized or anything? did anything come of it?
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