Lost in the System
Distorted indeed. I have only flown often enough over the years to see a drastic decline in service take place in huge negative steps. I am an understanding fellow, and polite as well. They could not have given a damn on the ground or at corporate on this occasion, unfortunately. And this has led me to wonder how many other airline travelers have been faring. This has a minor sting for me, but I am certain it adds up across the industry.
I think I understand the restrictions of this economy, and the need for profit. I also understand I could have made better, more informed decisions as a consumer myself. But I can't help but feel in some way like I was an easy mark in a Las Vegas scam. The last thing one expects after all, is arriving still groggy from sleep for a 7am flight home from vacation, only to be enrolled in a crash course at the school of hard knocks - airline style. And further being forced to make expensive decisions with no guarantees in rapid succession, while only trying to get home and back to paying taxes.
Piecing my experience together, I recall the first Frontier agent saying to herself softly "Hmm, I don't know why I lost you in the system". This was repeated again by another agent on a return visit from Gate B to C (Frontier to Continental) which I made a number of times via train/tram and speed walking over 2 hours, because the two companies do not communicate via phone or internet to facilitate a transaction so complex, one could be lost while securing his journey, simply by some errant clicks of a mouse, key stroke or through no fault of the agent apparently.
Lost in the system indeed. A broken system. One that for me started with over burdened agents, who for the most part just wished push me on so as to deal with the next unhappy customer, and who only partially explained policies which they themselves did not understand, and consequently made up on the fly. I appreciate their need for creativity under such overwhelming circumstances. Sighing and blaming the boss with an "I hear ya" gesture was about the best I got."
This entire drama was replicated during my several hour phone experience, in which I was advised by both airlines to contact the other about who would claim responsibility for my luggage. All the representatives were quite understanding and accommodating at first...but then I would be put on hold...sometimes the music would stop...I'd wonder... had I been disconnected? Later the customer service agent would return, and need some more info from the other carrier...which I had to call them to get...this went back and forth in several calls throughout the day.
Somehow during these phone calls none of my info was lost. This new info was accumulating in the system, and every new department I spoke with across companies, received every update. In the end, I lost on a technicality when it was determined that I was "disconnected" from my baggage by Frontier - or wait - was it Continental. Neither will claim my bags for delivery, and Continental see's no reason to pay for Frontiers mistakes, so I will be driving to Laguardia at 6am before work tomorrow.
I've learned since that Frontier is held by Republic Airways Holdings. I will be contacting their Chief Operating Officer to share my experience.
Blue Skies
|