Dear United:
August 19th, 2007 | by Mike Corey |My opinion for http://www.ualsurvey.com
I am currently sitting in Chicago’s Ohare airport. I should be boarded onto a plane by now however the flight has been delayed. While this delay is something I’ve become used to, this time I decided to exhaust other options I politely spoke with a few of your representatives trying to see if I could get on a flight earlier which boards an hour earlier. This flight is also delayed, but it would get me to my destination closer to on time. I asked gate C9. The response. “If you’re not flying out of this gate I can’t help you”. I ask where customer service is and I’m told gate C8. There is no customer service here. I walk to gate C18 only to be greeted by a line stretching an infathomable amount. I was actually amazed that that many people could wait in line.
Realizing that my problem was time sensitive and waiting would be infeasible, I decided to check with a random gate who was also too busy to help. The woman at gate C8 told me about 4 times that I’d have to wait for an agent. I needed this repeated as the accent was too thick for me to understand. This was like worse than Dell Customer Support accents.
What I am asking is that one please get a flight to Syracuse on time. I don’t need it early just something like on time. Or atleast under an hour delay. Two, encourage people to speak English and pronounce words properly. I’m extremely patient but I hate looking like the bad guy because I have no idea what some woman is trying to say.
Next, Hire more people. From the delay at check in caused by a gentleman who was “trying to work four lines at once” to a gross inability to assist customers it is quite evident you don’t have the appropriate staff. While I know there’s a bottom line and a certain amount of crap customers will take before they fly somewhere else I really encourage you to raise the bar and make customers want to fly with you. Not just for the delicious pretzels and $5 mini-boxes of sample snacks,
Finally, you are a service. Your place in society is to provide a service to the customer, Please try and act like it. This means assisting customers. Don’t take your customers for granted by putting bitchy women who will talk down to customers. We’re the reason you are here.
