So I was thoroughly enjoying my Friday after speaking at Livonia High School and working with some really cool student leaders. I arrived at the Rochester airport and discovered that United upgraded me to First Class for both legs of my trip home. I rarely fly first class, maybe 2-3 times a year max, so I was happy. I had two good books in my bag, the final episodes of Pushing Daisies on DVD, and my eye shade in case I wanted to catch some shuteye. It was going to be a good trip back.
The first flight actually went well. I did get in a quick nap, read a few chapters of one of my books, and even had some time to see an amazing sunset over the clouds. We arrived at O’Hare right on time. After landing, I heard one of the guys behind me explain that flights out of Rochester were shutdown right after we left (I still haven’t confirmed this), so we were lucky. I stepped off the plane and checked the gate location of my next flight. It was only two gates down from my arrival and was delayed 15 minutes.
I had a longer layover between these flights, so I found an outlet, charged my laptop & cell phone, and made some calls. Soon I could see the delay time increase. What was once a 8:39 pm departure gradually began to increase. It wasn’t long until the departure was posted at 11:50pm. The gate shifted across the airport.
It’s a weird feeling to be the last flight out of an airport. I’ve had it happen to me once before out of Denver. All the monitors cleared out except my flight back to Phoenix. The same thing almost happened again, except that the early international flights began to post at O’Hare.
The restaurants close. The newspaper stands shutdown. The gates empty out. Pretty soon, you’re the only group left in the airport.
The assigned gate agent actually left just after 10pm after updating everyone that our flight would now leave closer to 12:30am. Many passengers complained. Some got irate.
This is one area where I’m able to keep my calm. It does frustrate me. I do hate delays, especially when I already woke up early on the east coast that day and my updated arrival time made my day far too long for my liking. I called my trainer back in Arizona and cancelled my Saturday morning appointment knowing I wouldn’t have enough sleep. Still, I don’t get angry at the airlines in this situation. When they have a stupid booking rule? Yes. When the agents on the phone don’t comprehend complaints? Yes. When they lose my luggage? Yes. But here? No.
I realize here that there is very little I can change by complaining.
So I sat in O’Hare and watched the end of both playoff games. I watched two episodes of Pushing Daisies. I had a nice conversation with my brother on the phone. I checked facebook comments from friends. I read some of my books. I walked up and down the terminal. I waited.
Finally, just after midnight, the plane arrived. I saw the flight crew for my flight, waiting to board the plane as well. They too had been waiting. They too were supposed to already be done with their shift. But there they were, ready to go. I thanked them for their service and for staying up late.
A few moments later, we were allowed to board. I took my seat in the front of the plane and watched the rest of the passengers board. I was surprised by the rudeness the passengers exhibited. About a quarter of them stepped on to the plane and hurled insults and complaints at the head flight attendant (who had been waiting alongside them in the terminal). They talked about how the airline can’t do anything right. They rolled their eyes. They came back with sarcasm “yeah, thanks for your great service!” I saw the flight attendant respond each time with incredible politeness.
The flight itself went fairly smoothly. I fell asleep shortly after the inflight entertainment began, waking up thirty minutes before landing. After touching down, I checked my email and saw a message from United, apologizing for the incredible delay, and offering passengers their choice of a “we’re sorry” gift. It was a nice touch.
I wish we all could do more of the same.
Don’t get me wrong, I think many airlines have a ways to go when it comes to customer service. I have 20-30 ideas I would love to share with the airlines I frequent if only there was a way to get through their elaborate “customer service” tree.
However, in this situation I think United did well.
1) The flight attendants didn’t try to be combative or defensive. They simply listened to the complaints and apologize. Sure, most people still left frustrated, but that frustration wasn’t elevated by an unnecessary conflict.
2) United quickly became proactive in responding to passenger complaints. They knew they’d receive several from this flight. A four hour delay that prevented most passengers from picking up rental cars or having their ride meet them at the airport (we finally arrived at 2:30am Phoenix time) is definitely difficult–especially when most planes out of O’Hare were not delayed. Still, United sent out the message and offered its apologies and some minor compensation.
It wasn’t perfect, but it was a step in a nice direction.
What do we do when our customer service doesn’t go as planned? How do we handle the horrible delays? How do we hear the concerns?
Customer service is something that is slowly slipping away. We need to find ways to bring it back.