posted Aug. 27, 2012
A week ago last weekend (Sunday, August 19) I had the occasion to travel from Charlotte, NC. to Atlanta, GA. and had an experience that turned an otherwise great trip to a sour, negative note. Yes, it happened on a 48 minute trip!
Approximately ten minutes before the plane was due to land, the flight attendants began to serve drinks (no snacks/peanuts on such a short trip, I suppose). I waited patiently as they made their way down the aisle to my row, expecting to order an orange juice. As they had reached the row directly in front of mine, I closed my eyes (behind my sunglasses) for a few minutes, thinking back on an entirely enjoyable weekend just passed and when I re-opened them, the attendants were serving the row directly behind me!
Surprised, I informed the flight attendant who was serving (the other one was handling the cart itself), "Miss," I said, "I wanted an orange juice." To my surprise, rather than saying, "Okay" or just pouring up one, she said, "I was on your row, and you were sleep." and continued serving [moving on to the next row] making no move to get me one.
Nonplussed by this behavior, I told her, "No, I wasn't asleep; merely closed my eyes for a moment. All closed eyes aren't asleep. I want an orange juice." To this, she said, "YES, you were!" [and continued to the next row], also having the gall to ask another passenger [on my row], "Wasn't she sleeping? (as if he would know)", and telling me, "I'm NOT going to argue with you!" (as if she wasn't arguing with me already, as she was three rows back now).
I was fully prepared to say a few more choice words, but the other attendant spoke up and said, "I'll give her an orange juice", to which the offensive attendant said, "Good; I'm not going to do it."
Now one could say, "It's only an orange juice, after all", but there's a principle here. One of respect and appreciation of a paying customer, even though that customer is flying economy/coach. After all (as I pointed out to their customer service in my complaint), these carriers don't continue to do business on first class fares alone. I'm sure economy/coach passengers make up the bulk of their patrons (especially in these economic times). And as it was "only an orange juice", all she had to do was pour up one and hand it to me while she was one row behind me; it would have taken less time than the argument.
In answer to my complaint, the customer service center has sent me a form letter; I'm sure it's merely an attempt to reduce the possibility of lessening repeat business...it never even mentioned the attendant by name. And when I replied to it with one of my own, letting them know I realized this fact, and that I felt I was deserving of (at the very least) an apology from the attendant, they called me to inform me that they would (with the specific information I had provided them with, regarding the incident) follow the disciplinary measures of their procedures. This did not include such an apology; I would have to simply take their word for it that it would be handled. So does this mean their "personal service" and "attention" is BS? Or does it mean that they have so many complaints against so many employees that it's impossible to get that particular 'personal touch' to their service? Either way it leaves an empty feeling that I can't be sure this disrespect on that attendant's part will be addressed...take their word for it?? Riiiight; I'd sooner try to sprout wings and fly to my next destination on my own...
At any rate, MY next flight will not be by U.S. Airways (even if it means a "connection" rather than a "straight through"). And I warn my readers...beware flying this airline; you very well may not get the respect/appreciation you expect when you fly with them.
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