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American Airlines CEO says passengers want on-time performance over customer service
American Airlines’ CEO Doug Parker has made it clear to employees that they should aim to always to have flights depart on time, even at the expense of good customer service. (www.gatechecked.com) Más...Sort type: [Top] [Newest]
ok..what the heck is wrong with this guy???I worked in the airline industry for about 30 years in customer service, and I can tell you that the responsibility of the agent at the counter and the agents at the gate is to assist the passenger in as expeditious manner as possible, with a smile, let me see what I can do for you,a we need to get you to he gate before they close out the flight,,and even an assist with a bag or a baby or a quick chat with captain onboard about any last minute issues..certainly the passengers care about "on time" departures,and the agents get the "third degree" about any delays that are not mechanical,but passengers as a whole,do not set their watches by the departure time of a flight,nor do they time the door closing and pushback,unless its a serious delay of several minutes which might affect a connection..with parkers attitude,americans loyal base of customer will go elsewhere to find both courtesy and quick service...
Sorry this doesn't pass the smell test. This is not binary. You can have both.
Passengers are not packages... He should gp work for Fedex or USPS instead.
We have the saying "If you want to know how really unimportant you are, fly American Airlines - they will let you know." That is at the Platinum Pro level!
Sounds like American is just giving their agents an excuse to be rude and inconsiderate as they have been regularly demonstrating.
Agreed. On time performance may rate higher re pax satisfaction all other things being equal, which all to often they are not. Pleasant, efficient & considerate customer service both on the ground & in the makes a big difference in my air carrier selection. Increasingly flight delays have more to do with factors beyond an air carrier's control however the attitude with which their staffs respond in those situations makes a huge difference in whether the delays-dislocations are tolerable or not.
My recent trip from DFW to MSP was exactly this way. The DFW agents were rude and uncaring, wouldn't even look me in the eye. The agents in MSP were fantastic. They were great, friendly, and said thank you to me, while looking at me. The difference in these two places was really an eye opener for sure.