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 Do You Want This Supervisor Representing US Airways?
Posted Fri April 10, 2009 12:00 pm, by Russell B. written to US Airways
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The purpose of this letter is to complain about the way I was treated by the evening supervisor at the US Airways check-in counter.
This evening I was putting my two children on a direct US Airways flight from DCA to CHS (flight 3937) and I asked to escort them to the gate. The oldest is 15 and the youngest is 11. When I made the reservations, I was told over the phone that there would be no problem getting a pass to walk my children to the gate as they are somewhat inexperienced flyers. I was also told I would not have to pay the $100 fee since I only wanted to escort them to the gate. I felt very comfortable with them flying since it was a direct flight.
When I inquired of the evening supervisor on how to do this, I was met immediately with arrogance and condescension and a reply of, "you can't do that." I told him of what I was told on the phone and his reply was, "We don't do that here. If you want to take them to the gate, you can pay the $100. She's 15 . . . she can go by herself." The tone of voice he used and the looks he gave are indescribable. It felt like he was trying to show me who was in charge no matter what.
As a side note, I was observing the other US Airways employees at the counter while the evening supervisor was giving me my tongue lashing. They were cowering . . . almost afraid to look up, but at the same time I could see the pity on their faces for me. My take was that any other of them would have given me the pass; I just spoke to the wrong person. I feel sorry for them for having to work for such a person.
I did not get rude or reply beyond that because I wanted to show my children how you should treat people even when they belittle you. I gave up and sent my nervous children through security. When I approached security (TSA) about the "policy", they were dumbstruck and could not believe I was treated so rudely. They would have had no problem letting me go with a pass from the ticketing desk.
At a minimum the evening supervisor should be reprimanded. Were he working for me (a Lieutenant Colonel in the United States Army), I would immediately remove him from his position as I do not stand for it when people are treated like I was. He should not be in customer service. He should be at a desk somewhere where he cannot offend your customers.
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by Jason F. Posted Fri October 23, 2009 @ 11:15 PM
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Airlines dont sell gate passes.. The fee was for the unaccompanied
minor fee. If your kids still needed for you to be by their side,
then they are too young not be classified as unaccompanied minors.
You should have paid the fee.
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by Daniela E. Posted Sun April 12, 2009 @ 9:31 PM
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buy a fully refundable ticket and go with them to the gate then get
the money back.
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by James S. Posted Sun April 12, 2009 @ 3:30 PM
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Actualy they do not have to give you a gate pass. Once the child is
past the age of when they travel as an escorted UNMR, then in the eyes
of the airline, they or old enough to travel on their own. Now I
personaly would not have given a gate pass, as there were probabley no
notations onthe reservation requesting additional assistance, in which
case, yes I have to side with the supervisor. I have personaly turned
down requests for gate passes as many times that check point is backed
up, or there is no additional need or request for further assistance.
so yes the supervisor is correct.
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by olie Posted Sat April 11, 2009 @ 11:58 PM
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Why would this be up to any airline? Isn't this a TSA issue?
In OP's situation, it wouldn't have occurred to me to ask permission
from the airline. I might have asked if a parent could accompany a
minor to the gate. But then I'd have gone to the TSA website to find
out what TSA said. After all, they're the ones who have the final
say.
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Your 15-year-old may meet some age minimum, but she's still a kid. My
coworker just sent his 13-year-old daughter to Florida for a week to
visit her grandparents. He told me about waiting at the gate with her
until her flight took off. There was no fee whatsoever. At any rate,
surely your 11-year-old qualified you to get your free pass, and it's
not necessarily fair to put the responsibility of his well-being onto
his 15-year-old sister.
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