[technoflier]

I was asked by a prospective employer to fly on these bozo's yesterday. I was on a connection through Baltimore BWI. I am not sure if it is a total company attitude or just resident to BWI but I have to say they are truly missing the mark.

My flight arrived on time and I was saddled with a 3 hour layover. That wasn't the issue. When I arrived I checked the departure board and see that the earlier flight (1271) scheuled for 2:30 has been delayed. The new time is 2:50. Checking my watch I see it is 2:15 so I should have no problem getting onboard.

When I arrived at the gate I politely ask the gate agent if there are any seats available on that flight. he says "Yes there are". I hand him my boarding pass and then he asks me to pay $28. I ask why? They have unsold open seats and I have a ticket (paid for by the company that flew me out for an interview). He says he cannot do that because of the prices that others paid for the seats. What? I smile and point out that I am a Rapid Rewards Member he says no it is against policy. I push a little more smiling saying something to the effect of "sure you can". Up walks a female agent with quite the annoyed look and says "there signs up all over". I am dumb founded. There are no signs about this in the area nor by the departures/arrivals screens. Even if there were what would they say? "We apologize to all our customers but if you are looking to go "stand by" we are going to screw you out of a few more dollars. And you pay for the Vaseline too." I was tempted to pay but said to myself that strictly on principle this was wrong. I had no intention of paying extra for an unused seat. So I left thinking I would write a letter today.

Well I wait around for my scheuled flight (15) which was to depart at 5:40. It was running a few minutes behind, but at this point I say what's another 10 minutes. When they start to announce that it is time to board I ask at the desk if the flight is full. "Oh yes in fact it is over booked". I smile and say "That is interesting. Too bad they didn't let me get on the earlier flight then there would have been two happier customers of SW'. He tells "Sir we can't do that. It would have been unfair to all the other customers who paid more for their seats". I tried to explain how an empty seat generates no revenue but he cuts me off mid sentance and says "You have to listen to me it is company policy". Now I am starting to really get annoyed (As I mentioned my ticket was paid for by a prospective employer, not me, and by the way, my interview had gone really well. They made me a job offer! And my daughter had called a little earlier to tell me she was getting a full tuition scholarship at a major University. If that kind of day does put you in a good mood I don't know what does. And yet I am now insulted by this gate agent) I turned to walk away and he gives me one of these smart assed "have a nice flight" comments. And yes it was totally sarchastic.

So what would have been the right thing to do?

First, fill every seat when possible with people willing to wait as "Stand by" customers. First come First served.

Second, they should be willing to bend over backwards to comply with a reasonable request. And when they can't or at least beieve they can't call their supervisor (FYI the "Customer Service" desk on the concourse was empty) and ask if they can make an exception. If none is around smile and apolgize in a sincere manner. Hey I understand if you work for a company that has lost its' customer focus what can you do?

Third, never and I mean never let a seat go unfilled. It is just like throwing money away!