Browsing Tag: customer service

Each economy class seat on LAN has a AVOD screen and a cupholder that is built into the tray table - Photo: Ben Granucci | AirlineReporter

Amazing that economy class arrives (almost) at the same time as first – Photo: Ben Granucci | AirlineReporter

One conversation between a passenger and a colleague of mine went, “How long does it take to fly to Los Angeles?”

“About 12 hours.”

“OK, and how long does it take in economy?”

“About 12 hours; it’s the same airplane.”

“I’ll need to think it over, I’ll call back another time.”

“Yes, sir, economy and business travel take place in the same dimension.”

A couple years ago, I worked at the reservations call center of a major airline. Though every aviation-related profession comes with its share of strange, funny, and horrifying stories, I believe that call center agents get very close to knowing how passengers are thinking and feeling (good and bad). Maybe due to the the personal disconnect of talking on the phone, people often said things they might not be willing to say “in real life.” I wanted to share some of the more memorable (i.e. funny/horrid) stories that happened in my call center. Since these stories are true, the carrier that I worked at will remain anonymous.

A Spirit Airbus A319 at LAX - Photo: Woodys Aeroimages | FlickrCC

A Spirit Airbus A319 at LAX – Photo: Woodys Aeroimages | FlickrCC

I am a big fan of Spirit Airlines. They offer some of the lowest fares and push to promote their a-la-carte-style pricing. Although it seems that many customers see them as the enemy and “extorting” people out of their money, I see them as a viable, cheap option to get from point A to point B. Are they going to be like riding in business class on a Qatar A380? No… not even close. But that is not what they are about, nor should that be the expectation flying them.

Last week, I posted a letter from a reader complaining about his experience with Spirit and my hope was that people would see him as ridiculous and defend the airline. Many did, but some I saw (via the story and social media) agreed with the passenger. That surprised me.

From the 5-stages of flying a low cost carrier: airlines will offer different prices. Spirit typically has some of the cheapest fares

From the 5-stages of flying an ultra low cost carrier: airlines will offer different prices. Spirit typically has some of the cheapest fares.

I reached out to Paul Berry, who is Spirit’s director of communications, advertising, and brand to see what he thought. Although I was just looking for a few lines, I was very impressed with how seriously he took this complaint; he gave a very thorough reply. Below, you can see how he breaks down each topic and gives a detailed description on how Spirit operates.

A United Boeing 777 - Photo: Al@fh | Flickr CC

A United Boeing 777 – Photo: [email protected] | Flickr CC

It finally happened  – one of my greatest traveling fears – I lost my wallet in a foreign country.

Maybe it was the sleep deprivation after more than 20 hours en route, maybe it was the chaos of wrestling with my squirmy 15-month-old, or maybe I’m just that absentminded, but I somehow managed to leave my wallet on the plane after a 14-hour flight from Washington Dulles to Beijing.

I realized it when we were at the baggage claim – far too late to turn around and go back to the gate.   Before we left the airport, I contacted United’s baggage services, which had someone check around my seat on the plane for the wallet, without success.  I also filed a claim with the airport’s lost and found.  But I left the airport that day thinking it was gone forever. What a pain.

Delta Boeing 777 - Photo: Bernie Leighton

Delta Boeing 777 – Photo: Bernie Leighton | AirlineReporter

One of the “benefits” of running an airline website are all the emails that I receive from people complaining about their airline experience. Many have an expectation that we will run a BREAKING story about how a flight was delayed 30 minutes and the person should be compensated. Honestly, many of the emails are just that ridiculous. From time to time I get an email with a legitimate concern, but the way they go about it is all wrong.

BONUS: Breaking News: OMG, Flight Delayed One Hour – Thoughts on the Airline Hate Mail I Receive

They will yell and scream at the airline and demanding things change and it just always rubs me the wrong way. Recently, I was sent an email by a concerned passenger who had contacted Delta, and I thought it was pretty right-on with the tone and explanation of what happened. I wanted to share it as a “how to” guide for writing an airline a letter.