[sukilar]

Dear Mr. Ray Prentice

I was supposed to fly to Seattle on a 5:00pm flight today from San Jose airport. I have completed my check-in online this morning, arrived the airport at 4:28pm with a necessary to check in my bag. I was told by this lady name Stephanie that "you won't be able to make it; I can't let you in because the gate is closed." I asked her why would the gate closed at 4:32pm and she said "you are supposed to arrive the airport at least one hour prior to departure" which, as a frequent flyer, I supposed the check-in counter stop their check-in process/bags 30 mins prior to departure, not close the gate 30 mins prior to departure. What so ridiculous was when I told her I don’t need to check in my bag I will just have someone to take it away, she ignored me. She took my boarding pass and printed me another one, and said "you have to pay a penalty and this will get you to the next flight" I asked her if she could kindly page the boarding gate to give me 5 mins, which would be 4:40 at that time so I could have my friend pick up the luggage (who was still waiting outside), she replied "no, you can't leave your baggage here or I will have to call the police". I was like "Jesus!! I am not leaving my bag here, I only ask you to page the gate and give me 5 mins, since I already have my boarding pass, and the boarding gate is ONLY 3 mins away from here", she turned her back on me and walked away, without giving me back my boarding pass. My friend came in and took my luggage at 4:46pm, I run through the security gate without a boarding pass and luckily the San Jose airport is small enough that they actually let me in to talk to the people (since I went in with empty hand). The plane gate was closed. As I looked at my watch, it was 4:50pm. If anyone would take a look at 5/23/08’s flight number 329, this flight departs at 4:53pm. The lady at the gate was kind enough to put me on the waiting list for the next available flight. I walked out and tried to look for this “Stephanie”, which I learned her name from someone else, and was told that Stephanie she’s working on something else so she wouldn’t come out of her office. I guess my question is what could be more important than to take good care of your customer? Secondly, if she could have been more help, at least tried to page the boarding gate or suggested a quick run to the flight, I might not be sitting here complaining because at least some effort had been made. Lastly, the flight actually took off 7 mins early. This lady “Stephanie” who refused to offer help and refused to come out from her office knowing that I’d like to talk to her, is definitely not a keeper or asset to your company. Hopefully, I am the only one whom she drove away as a long term customer. I am looking forward to hearing from you in response to my question above.

Shilry