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Old 06-10-2016, 06:00 PM
Status: "Busy being triggered by pumpkins" (set 7 days ago)
 
Location: Suburb of Chicago
17,365 posts, read 8,542,942 times
Reputation: 18098

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Quote:
Originally Posted by DubbleT View Post
There are times when being polite does not accomplish anything. If you don't acknowledge that I welcome you to deal with some of the lovely people I've had occasion to deal with, perhaps the young man who called me GDMF when I politely requested he follow one of our policies. Fortunately I was in a mellow mood and simply told him, quite politely again, that he could remove himself from the premises or I would call the police to escort him out.
However had we been in an enclosed space I am fairly certain the outcome might have been different, and if he had continued to try to provoke me when I reached my snapping point I might have told him to shut his filthy mouth.
The passenger was not simply asking a customer service question, he was being confrontational, over something that is not in the control of the FA. Might as well verbally beat up the bag boy because the grocer is out of your favorite cookies.

I'm sorry people have gotten you to that point, but you represent an entire company. You can't afford to let your emotions get the best of you.

Honestly, I couldn't serve the public because there is too much ignorance, too many instances where people who feel they're entitled want a slave and not service. But people who feel as I do shouldn't serve the public either.

I know little old ladies who are five foot nothing who have been called much worse, and they seem to handle it without ever saying shut up or cursing or even raising their voices. They firmly tell the ass to stop now or they'll be calling the police to have them removed - and they use the broken record technique over and over and over again never changing the phrasing until the ass winds down. Often with others joining in doing the yelling for them.

If a person is at a point where they cannot control him or herself simply because someone is not controlling himself, it's time to find other work.
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Old 06-10-2016, 06:29 PM
 
1,575 posts, read 1,424,165 times
Reputation: 3754
The passenger may have pushed every one of the FA's buttons, but you don't threaten to have someone arrested for whining. That is a gross abuse of power.

I, too, am not surprised this was American Airlines. During boarding once, I saw a flight attendant on American falsely accuse a passenger of using an overhead compartment and failing to close it and order him up out of his seat to close the compartment. He tried the "please, ma'am, it wasn't me" routine to no avail, then complied like a chastened schoolboy. I get that flight attendants are woefully underpaid and passengers can be jerks, but that doesn't mean it's OK to treat paying customers like criminals when they haven't broken the law and in some cases have't done anything other than board the plane.
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Old 06-10-2016, 06:40 PM
 
Location: San Francisco Bay Area
4,156 posts, read 2,159,275 times
Reputation: 8086
Quote:
Originally Posted by Nov3 View Post
I see that editing to provoke media attention is still thieving.
I'll bet you wrote "still thriving," but the autocorrect built into City-Data now messed around with what you typed.
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Old 06-10-2016, 07:09 PM
 
Location: A Yankee in northeast TN
9,486 posts, read 13,339,114 times
Reputation: 19909
Quote:
Originally Posted by forum_browser View Post
The passenger may have pushed every one of the FA's buttons, but you don't threaten to have someone arrested for whining. That is a gross abuse of power.
Not knowing what happened beforehand we don't know why the FA threatened to have the pilot call the police. Was the passenger interfering with the guys ability to do his job, creating a major disruption, getting physical or making threats? We don't know since the passenger conveniently didn't think to video what went on beforehand.
Quote:
Originally Posted by MPowering1 View Post
I'm sorry people have gotten you to that point, but you represent an entire company. You can't afford to let your emotions get the best of you.

Honestly, I couldn't serve the public because there is too much ignorance, too many instances where people who feel they're entitled want a slave and not service. But people who feel as I do shouldn't serve the public either.

I know little old ladies who are five foot nothing who have been called much worse, and they seem to handle it without ever saying shut up or cursing or even raising their voices. They firmly tell the ass to stop now or they'll be calling the police to have them removed - and they use the broken record technique over and over and over again never changing the phrasing until the ass winds down. Often with others joining in doing the yelling for them.

If a person is at a point where they cannot control him or herself simply because someone is not controlling himself, it's time to find other work.
If that were the case there would be very, very few people in any customer service jobs. I get your point but I also think you set the bar too high when you expect that people should not work in customer service unless they have skins as thick as an elephants hide, especially in a typical low paying position. Most people aren't able to shrug excessive abuse and confrontation off without a lot of experience and effort.
Being the face of the company means that you should do your best to always be professional but people are going to occasionally snap when confronted by jerks. It does not help that many people do believe that they CAN say and do whatever they want because as the face of your company you are not supposed to respond no matter what, it's a game to them.

Last edited by DubbleT; 06-10-2016 at 07:59 PM..
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Old 06-10-2016, 07:39 PM
 
Location: Upstate NY
30,408 posts, read 9,086,867 times
Reputation: 28951
Be the one who's served pasta [gasp!] last, pull out your phone like a jerk and start recording....then call CNN.

Another entitled American. What would he do if he saw real problems, for example, at war. The greatest generation, they're not. We're turning men into soft, obnoxious pansies in this country.
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Old 06-10-2016, 07:55 PM
 
Location: San Diego, CA
104 posts, read 227,362 times
Reputation: 190
Being in business class you expect a certain level of service. The fact that they weren't stocked with enough food before the flight shows a lack of preparedness on the part of the airline (not necessarily the flight attendant of course; no idea if the food was his job). On top of that, you do not expect to be served last being seated in the second row. It can feel very invalidating to be overlooked in these ways and that can lead people, adults, to do some very childish things like taking a video of an altercation with a flight attendant.

I have no idea what exactly went down before the recording but it doesn't seem like the flight attendants were very apologetic or did what they could to make it up to the customer (meal vouchers, etc). That would have been good customer service and recognizing that yes, we should have been better prepared and this is what we can do for you instead. Any reasonable customer would have appreciated being understood and validated in this way. I'm willing to bet the flight attendants were rather dismissive of his initial concerns which pissed this guy off and prompted him to act the way he did.

I am not saying the passenger was mature or correct to do what he did but I can see how a reasonable person could resort to acting that way in order to demand they are respected for the price they are paying. Again, I can only assume this is how things went down.
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Old 06-10-2016, 09:24 PM
 
17,624 posts, read 12,203,533 times
Reputation: 12858
Quote:
Originally Posted by marigolds6 View Post
I strongly suspect his point was that the someone not getting spaghetti should have been in coach....

Was coach being fed at all?
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Old 06-10-2016, 09:42 PM
Status: "Busy being triggered by pumpkins" (set 7 days ago)
 
Location: Suburb of Chicago
17,365 posts, read 8,542,942 times
Reputation: 18098
Quote:
Originally Posted by treevernal View Post
Being in business class you expect a certain level of service. The fact that they weren't stocked with enough food before the flight shows a lack of preparedness on the part of the airline (not necessarily the flight attendant of course; no idea if the food was his job). On top of that, you do not expect to be served last being seated in the second row. It can feel very invalidating to be overlooked in these ways and that can lead people, adults, to do some very childish things like taking a video of an altercation with a flight attendant.

I have no idea what exactly went down before the recording but it doesn't seem like the flight attendants were very apologetic or did what they could to make it up to the customer (meal vouchers, etc). That would have been good customer service and recognizing that yes, we should have been better prepared and this is what we can do for you instead. Any reasonable customer would have appreciated being understood and validated in this way. I'm willing to bet the flight attendants were rather dismissive of his initial concerns which pissed this guy off and prompted him to act the way he did.

I am not saying the passenger was mature or correct to do what he did but I can see how a reasonable person could resort to acting that way in order to demand they are respected for the price they are paying. Again, I can only assume this is how things went down.

I wasn't going to say anything but since you've posted this, I will. I've flown business class, and have had, or seen, the same thing happen. They go up one row at a time, then it appears that when they get to the end of their food and see they'll be short, they start jumping around randomly. I've seen that three or four times and wondered if they were playing favorites. One of those times I was in the row that got stiffed - in the middle of the section. Didn't say anything about it but how difficult is it to stock the right number of meals that this has happened three times over the course of the past five years? Or to follow the rows in order? And I don't travel that often.

We really don't know what this guy was saying. He asked something about the food running out and how it was determined which rows were served next, and then asked a number of times for the FA's name. If he was being polite, that's not being an ass, in my opinion.

Quote:
Quote:
Originally Posted by DubbleT View Post
If that were the case there would be very, very few people in any customer service jobs. I get your point but I also think you set the bar too high when you expect that people should not work in customer service unless they have skins as thick as an elephants hide, especially in a typical low paying position. Most people aren't able to shrug excessive abuse and confrontation off without a lot of experience and effort.
Being the face of the company means that you should do your best to always be professional but people are going to occasionally snap when confronted by jerks. It does not help that many people do believe that they CAN say and do whatever they want because as the face of your company you are not supposed to respond no matter what, it's a game to them.
Actually there are millions of people in customer service jobs who encounter demanding, high maintenance asses all the time, and they never get to a point where they are rude or unprofessional - or there really would be very few left in customer service.

It takes training, experience and effort to maintain your cool under all situations. If you encounter this as often as you say, you should be good at it by now.

If people snap, they snap. Just know that when you do, you risk losing your job over it. I'm sorry, but that's just the way it is. For every person who snaps under fire, there are dozens who won't - and those are the ones you want as the face of your company.
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Old 06-10-2016, 10:19 PM
 
17,624 posts, read 12,203,533 times
Reputation: 12858
Quote:
Originally Posted by MPowering1 View Post
I wasn't going to say anything but since you've posted this, I will. I've flown business class, and have had, or seen, the same thing happen. They go up one row at a time, then it appears that when they get to the end of their food and see they'll be short, they start jumping around randomly. I've seen that three or four times and wondered if they were playing favorites. One of those times I was in the row that got stiffed - in the middle of the section. Didn't say anything about it but how difficult is it to stock the right number of meals that this has happened three times over the course of the past five years? Or to follow the rows in order? And I don't travel that often.

We really don't know what this guy was saying. He asked something about the food running out and how it was determined which rows were served next, and then asked a number of times for the FA's name. If he was being polite, that's not being an ass, in my opinion.



Actually there are millions of people in customer service jobs who encounter demanding, high maintenance asses all the time, and they never get to a point where they are rude or unprofessional - or there really would be very few left in customer service.

It takes training, experience and effort to maintain your cool under all situations. If you encounter this as often as you say, you should be good at it by now.

If people snap, they snap. Just know that when you do, you risk losing your job over it. I'm sorry, but that's just the way it is. For every person who snaps under fire, there are dozens who won't - and those are the ones you want as the face of your company.


You do know that FA don't stock the aircraft right?
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Old 06-10-2016, 10:32 PM
Status: "Busy being triggered by pumpkins" (set 7 days ago)
 
Location: Suburb of Chicago
17,365 posts, read 8,542,942 times
Reputation: 18098
Quote:
Originally Posted by Lowexpectations View Post
You do know that FA don't stock the aircraft right?
I assumed it wasn't a function of the FA, but figured the FA could report that they were short. I think it's fair game for a passenger to ask what the process is that this happened. I wouldn't, but who knows if this happened before to the passenger in question.
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