I was in the airport comped by airline with a Las Vegas hotel, new flight, and meal vouchers for a cancellation mid trip. I already changed my day because they had informed me a few days prior they adjusted my flight and turned an 1.5 hour layover into an 8 hour. I asked that they just switch the day and they did. Except once I got to Las Vegas they cancelled the flight stranding masses of people in Las Vegas. I was annoyed and nice (Its not the employees fault) but some customers were livid so they asked the local sheriff to come down and sort of stand there and make a presence for the long line of customers (I feel bad for that sheriff because he seemed a little uncomfortable being there. That is why I respect them. They have a tough job and sometimes have to do things they may not agree with.). I didn't see any real commotion but yes people were upset. (They really messed upon this one up and a crowd of upset customers were clamoring for answers. Someone said they overbooked but that is unlikely to be this particular issue. Issue #1. If I buy a seat I should own that seat and it shouldn't be resold if that is happening. Even if its vacant I would think I still paid for it....its my prerogative not to show up. Maybe I'm supporting the govt. bail out. 🤷 Issue #2. There is no slack in the system and not a stand by plane per region that can pick up when something goes down. As long as they can get there within a few hours you don't need to strand everyone for days. Yet...I must admit I don't know how the system works. #3 While the employees did their best there are additional expenses that come with such cancellations and they often get dumped on customers as the company seeks to maximize its profits and minimize costs. Maybe some compensation per day might be helpful and discouraged further human mistakes. #4 Reimbursement should be quick and within a few days once receipts are submitted. The company website said once I submitted the receipt for the 2X pet and 2X baggage stated 30 days to get back to me. Yikes! Archaic! #5 Trying to call in to get the second comp was sadly a few hour affair with an Indian call center with employees that didn't have the power to help and had to escalate everything. While I called the night prior at 1 am to set up the second comp and was promised it would come to my email it was not there. The next day their lines were locked down. I think they might want to give those comps right away when they know you are there for a few days. I had only an hour before being forced to check out and was struggling to reach someone. #6 Perhaps a designated line with empowered employees to handle such chaos would be helpful. Employees tried their best with existing cheapskate policies but the industry is what it is! ).
Sorry I digressed. I hate cancellations! I like Las Vegas! Overall I enjoyed most of my time and that only had to do with the hotel and location. Not the flight. All is good.
Anyway....
Two days later I came to the airport to eat early and be prepared in case there are other issues as me and others were switched to another airline. I had a meal comp and the waitress gave some good advice. You can only use it once so she suggested things I can take with me (Not sure the airline would appreciate it but oh well no one appreciates being stranded by someone else's mistakes.). An extra coffee, banana, apple...etc....
Either way. I can't put a tip on the comp (I think they should allow that. Its part of the meal expense!). Not having cash I offered to buy something small so I could give her a tip. She said "no no please don't do that". I insisted and she adamantly didn't want to trouble me. So I promised to write a great review of her on her company's Google page. I did that!!!
Annette is ready to retire. She has worked something like 30 years in the food business. She wouldn't mind working part-time but isn't interested in full time work anymore. Who can blame her! Dealing with people is tough business (I bet some of the airline employees feel the same.)
She seems like the ideal employee. Kind, considerate, forward thinking, and consistent. I suggested to the company they make her, when she retires, a part-time trainer. She can teach others the essence of customer service and how to treat people well and with dignity. The difference between a professional and a newbie. She has a lot of knowledge to give back.
Positive customer service such as those who work the front lines are what makes or breaks a company. Without strong customer service behaviors of frontline employees, businesses run risks in customer perception that leads to lower future sales. In this case, she not only reflected well on herself but also the company. So I will likely go back and frequent the restaurant again.
As investors and executives make money ensure that you are not forgetting "The little Guy/Gal!" Without them....you don't have much!
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