United Airlines' Stewardesses Need Training in Customer Service
by jessica c. - Posted Sat April 28, 2007 @ 12:00 PM
Yesterday, April 27th I flew from Bradley Airport (Connecticut) to Washington Dulles on United Airlines' TED. My flight left Connecticut at 10:35AM arriving in Washington Dulles approximately 11:40AM. I then boarded a TED flight from Washington Dulles Airport to my final destination Tampa Florida.
Whilst I was onboard the Bradley Airport to Washington Dulles the stewardesses came around with their usual beverage service. I requested a cranberry juice and was given an entire can of juice along with a glass. This stewardess was quite accomodating and passenger friendly.
My problems began on the second and last 'leg' of my flight with United's TED. The first incident came about when the stewardesses again came around with their beverage service. I again requested cranberry juice. I was given a glass of cranberry juice; and when I requested the entire can (as I did NOT have to do on the first 'leg' of my journey); the stewardess told me under no uncertain circumstances quote, It is TED's policy not to give passengers the full can; because giving just a glass of the requested juice order helps keep TEDS' costs down unquote. My reply was then why does this policy differ from one flight to another? And the stewardess reply was, quote, the stewardesses on my first 'leg' made a mistake unquote... Naturally, as a paying customer I did not appreciate this reply. In giving credit to the 2nd stewardess she did offer a second glass of juice. However, to me this is illogical! If she would have given me as much of the juice (in glasses) that I would have wanted; then why not just give me the can? To my way of thinking, there would be no difference with the exception of pleasing the consumer!
The second incident was even more insulting! I had to visit the restrooms at the back of the plane. The stewardesses were just finishing up their beverage service and were at the very end of the back of the aisle when I asked them to please excuse me, I needed to use the restroom. It wasn't as though they were in the middle of the aisle or just beginning their beverage service.
They were ending their beverage service and were two inches from moving their cart just a wee bit to accommodate a customer who needed to use the restroom. One of the stewardesses informed me to wait a minute! Then when I spoke to another passenger in passing and remarked, quote, service with a smile, unquote being somewhat factious, the stewardesses turned to me and said in a very sarcastic tone of voice, quote, I'm sorry you had to wait a minute, but I'm doing my job and if I weren't here to do my job, naturally directed at me, the consumer, I would not be here flying at all unquote.
Being a retired business woman, I sincerely believe if I, the customer, were NOT on board and flying United's TED this stewardess would NOT have a job!! However, I replied to her rude remark with quote, believe me I do NOT want to argue with you, unquote.
The behavior of United TED's employees, I found on my flight from Washington Dulles to Tampa were unprofessional, NOT customer oriented not to mention very poor representatives of United Airlines!
I sincerely believe that United Airlines' stewards and stewardesses alike should be given many hours of training in consumer service!! And just how to treat the customer who puts food in their stomachs, roofs over their heads, and the clothes they buy on their backs!!
If it weren't for your customers UNITED your employees would surely have to look elsewhere for jobs and in my opinion more than a few that are employed with UNITED would most likely be very lost in finding another customer oriented career!