Tastes can change | Main | Pompous, Pandering Politicians
January 16, 2006
Customer Service is hard to find
I'm sending this to Midwest Airlines:
SUBJECT: FLIGHT # 61 ON MONDAY, JANUARY 16TH, 2006
This is the 3rd or 4th time I have flown Midwest Airlines. In the past, the flight attendants have always been very nice and friendly. However, today, I’m afraid that my error caused your flight attendant, Suzi, to be quite perturbed with me. I ordered a breakfast and handed her what I believed was $6.00 in bills, 3 quarters and 2 dimes and a nickel. Because I was running late this morning, I did not get to the ATM before my flight, and I truly though I had enough money for the $7.00 meal.
Suzi and the other flight attendant noticed that I had inadvertently given her 3 British 10 Pence coins instead of 75 cents. She angrily rushed down the aisle to my seat (fortunately, I had moved to a seat with no one sitting next to me, so my humiliation was mine alone) and pretty much accused me of trying to cheat her.. I apologized profusely, but she said to me – what are these? 10 cent coins? I did tell her that I had not intended to cheat her, but her facial expression certainly indicated that in her judgment I rated just above street bum – maybe.
Anyway, as my bad luck would have it, I could only find more British coins in my carry on bag. Suzi was quite upset over that 75 cents and said she would pay it out of her own money. I did run to the ATM when I got off the plane and gave $1 to the gate attendant to give to Suzi.
I fly nearly every week for work. I normally take Southwest Airlines because of the friendly, kind people. If I am seventy five cents short for a drink, no one throws a fit. I supposed I’ll continue to fly on Southwest, not Midwest Airlines, because I can’t imagine anyone being so rude over a customer (me) being short 75 cents.
I thought that you should be aware of how you lost a potential regular customer.. Yes, I erred and temporarily cost your company 75 cents, and I apologized profusely to Suzi – but she glared at me for the entire trip. Once this trip is over, I will never make reservations on Midwest Airlines again.
Posted by Beth at January 16, 2006 12:05 PM
Comments
Good letter. You might consider instead of "I'll never fly MA again" to "I'll think twice before every flying MA again" or something less final. If you truly mean you absolutely will never, then keep it as is, but I think you might find your comment taken more seriously if you give them a chance to make it right.
When they get your email, they see "Never" and write you off. If they see "on the fence," they say "Oooo, a chance to woo!" and they might see what they can do to make it right.
Regardless, your flight attendant behaved poorly and should be hollered at. I've usually had good experiences with Midwest Airlines, but of course, every company has a bad apple or three.
Posted by: Wendy at January 16, 2006 3:32 PM
Wendy,
That is a very good point. I will change that - you are so right!
Posted by: swwbo at January 16, 2006 3:38 PM
I figure that Suzi owes you a quarter, and the airline owes you an apology.
Posted by: Jim - PRS at January 16, 2006 9:30 PM