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No matter our age, when we’re stuck on the tarmac for more than an hour, we’re being treated like preschoolers, with no control over what’s happening to us. Some of us older folk need to use bathrooms, too. They must be kept clean and in working order.
So much of the experience depends on the ticket, gate and baggage agents. Yes, they’re overworked and overwhelmed sometimes, but they are in the customer service business, and they should serve their customers (we who pay to fly on their airlines). Most are pleasant and helpful (or try to be). A rude, snarky gate agent (clearly on a power trip) had me swear never, ever to fly Northwest again. And I haven’t. And won’t. Being told that an assigned seat is not actually an assigned seat is also not good customer service. But when twice, in 4 months, our United flights from San Francisco home to Dulles were delayed and we ended up flying into BWI 6 hours after our scheduled arrival, at least the agents were kind and pleasant and seemed to try to be helpful.
No matter our age, when we’re stuck on the tarmac for more than an hour, we’re being treated like preschoolers, with no control over what’s happening to us. Some of us older folk need to use bathrooms, too. They must be kept clean and in working order.
Very sensible! I agree 100%.
So much of the experience depends on the ticket, gate and baggage agents. Yes, they’re overworked and overwhelmed sometimes, but they are in the customer service business, and they should serve their customers (we who pay to fly on their airlines). Most are pleasant and helpful (or try to be). A rude, snarky gate agent (clearly on a power trip) had me swear never, ever to fly Northwest again. And I haven’t. And won’t. Being told that an assigned seat is not actually an assigned seat is also not good customer service. But when twice, in 4 months, our United flights from San Francisco home to Dulles were delayed and we ended up flying into BWI 6 hours after our scheduled arrival, at least the agents were kind and pleasant and seemed to try to be helpful.