[cspag67]

Today, I was really amped to be getting on a flight to Palm Springs to get to the ESRI Developers Summit. Got to Denver International, got my boarding pass for my U.S. Airways flight (notice no hyperlink for U.S. Airways here), and went to the gate...and waited...and waited...and waited. You guessed it, the flight left late. Not sure why. They never gave a reason. We just left about 30 minutes late.


Unfortunately, I had a connecting flight in Phoenix before heading to the gem in the desert. In flight, I mentioned to the flight attendant that based on our departure time, it was going to be a very tight connection in Phoenix (it was looking like about 10 minutes). She said not to worry, I'd make my flight.



So, I get to lovely Sky Harbor International in Phoenix, run my butt off to my next flight...and see a bunch of other poor souls looking distressed at the gate (5 others, coincidentally, were also heading to the DevSummit). I made it to my flight by 7:45 (the flight was scheduled for 7:55). I asked the oh-so-pleasant gate agent if we could get on the flight that was still at the gate. An abrupt "No". That's it, no sorry sir, no nothing...just NO. So we're all standing there saying, "The plane is still there, you've got to be kidding!" A second gate agent, possibly feeling sorry for us, maybe even considering that customer service is a good thing, says to "pleasant" gate agent #1, "Should we let them on?" (apparently there were options here.) Gate agent #1: "No. They're late." So, what were supposed to do now? The answer "Go to customer service...I can't do anything".



So, off we trundle to "customer service". After a wait in the "customer service" queue, I get to the ever pleasant "customer service" agent. After explaining the situation, she has to confirm why my incoming flight was late to make sure I was entitled to "something". After realizing it was U.S. Airways' fault (who else's could it have been), they were "kind" enough to offer a flight out...the next morning. "No more flights out tonight". Correct, no flights on U.S. Airways, but there were flights on other airlines to Palm Springs (gotta love mobile Expedia!).
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</p>Now, to give you a little background here, my dad worked for Pan Am for over 30 years...I've done a ton of traveling and I know what these guys can do for you if they want to. So, I said, "Fine, please book me on another airline." The response "Sorry, I can't do that." As Colonel Potter of M*A*S*H always said, bullhockey...they can and they do. Now I'm losing it. "Look ma'am, you knew you had several inbound passengers on delayed flights and you didn't hold the flight. You should have held it, you can do that you know." The incredible response "It all depends. If we want to make an on time departure, we can leave without you. It's our prerogative. " My response (and loud enough for others in line to hear this) "REALLY? So, stranding paying customers, pissing them off, and making sure they'll never fly your airline again is OK so long as you leave on time?" Her response "Yes. Being on time for departures is important for us." My response "Great, then why the freak was my flight from Denver to here not on time?". Her response "Sir, it's not my fault".
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</p>So, I can't help it now (maybe I read too much Seth Godin for my own good). "Ma'am, it is your fault. You represent your airline and you are the public face of U.S. Airways and the best you can come up with is 'It's no tmy fault?' I'm sorry, my dad was with Pan Am his whole career, I've flown for a long time and I've never seen nonsense like this before." She says, with a straight face (and dripping with sarcasm again), "I can't believe that. You must be very lucky." So I politely said "No, I've just flown on airlines that care about customer service."</p>
</p> So, before I ramble too much more, she graciously gives me a voucher for a $49/night hotel room at the Fiesta Inn (which apparently has a great deal with U.S. Airways because everyone on the jam packed hotel shuttle was a disgruntled U.S. Airways customer that didn't make a connection). I looked at her and said "Excuse me, what about food?" She says (again with a straight face), "It's after 8:00, you don't need food." I guess the look on my face said it all, because she quickly replied "Well you've been so nice (read sarcastically again) I guess I should give you something!". In the end, she literally threw my new boarding pass and vouchers across the counter and says "Have great night" to which I responded "You too. And by the way, you're a gleaming example of excellent customer service", to which she sarcastically responded "Thank You." Needless to say, I will make every conceivable effort not to fly on U.S. Airways again and to let others know they should do the same.


The only high point in all of this was the very pleasant front desk clerk at the Fiesta Inn (which isn't all that bad, and, notice the hyperlink here). So, to at least balance my karma for the evening, I was sure to tell her that she was very nice and was the best part of my day today. She smiled and said "That's my job". I'd stay at the Fiesta Inn again just because of that comment and her pleasant attitude. And that's why customer service matters.



For more stuff about my work and travels, check out www.chrisspagnuolo.com.