In a follow up to my recent summer travel tips post, I thought a little advice on how to talk to an airline employee might be in order. While I’ve had great luck working the handful of travel issues I’ve had in the last year with the @DeltaAssist folks, sometimes you just can’t take care of things in a few 140 character messages. Sometimes, your phone might even be out of juice. In that case, you’re going to need to speak to an actual person. After 10+ years at an airline, 4 of which were spent in a supervisory customer-facing role, I think I’ve learned a few things about what works and what doesn’t. Here are a few thoughts to consider.
The airline agent did not delay you on purpose – Trust me, no one hates delays more than an airline employee. They mess up the system, create extra work for everyone, and of course, they create stress for the customer.
Follow the Golden Rule – I know it’s disappointing, and sometimes downright infuriating to be delayed, but put yourself in an airline agent’s shoes for a minute. Would getting yelled at, called names, or having your job threatened incentivize you to offer your best assistance to anyone? Thought so. Treat others as you would want to be treated. Be courteous. It is possible to look out for yourself and be courteous at the same time. A little please, and thank you can go a long way.
Have a plan but present it with an open mind – If you’re a frequent business traveler, you likely have a subscription to ExpertFlyer. Use it to find a few options to get to your destination. Tell the agent you were looking and options, share them, and ask for their advice. Try something like “do you think these options are viable?” “What other options would you consider?” Did I mention a little please, and thank you can go a long way?
Surviving summer travel takes flexibility and perseverance. A little kindness won’t hurt either. While I’m the first to admit that there are some bad apples out there, most airline employees want to get you to your destination as soon as possible. Keep that in mind as you enjoy your summer travels, please. And thank you for reading.
-MJ, June 2, 2014
Agree with you 100%, but it’s important to note this works both ways. I can’t tell you how many times I’ve been courteous and open to solutions only to be met by an agent who is surly and unhelpful. It would also be nice if the agents were consistent and honest in their communications regarding delays and cancellations. There’s a reason pax shop for answers when there’s issues…because they can get different responses from different agents. During my last cxl, we got three different stories as to cause (sick crew, late arriving crew, weather), and pax on the same flight were treated very differently. You can’t blame a pax for starting to get a little pushy when she’s being told there’s nothing she can do but wait until tomorrow night, but the pax with the agent at another counter or over the phone is rebooked on another carrier and provided with compensation, meals and a hotel.
It’s a two way street. And that’s coming from a former airline employee and road warrior.
Been in the position where flight was cancelled a few times. Always when I talked to them I said instead of ATL what about MSP or DTW? Most explained it would take more flying, when I said I didn’t care as long as I got to my destination they were happy to look at longer alternatives. Be flexible and try helping, yes I’ve also had the one that said I already tried that. I hung up and talked to someone else and with better results.
I agree…nice begets nice (usually). I was once behind a woman yelling and swearing at the baggage service agent as her bag misconnected and her son’s medicine was in the checked piece. (DUH-and this location was her final destination, she lived there!) Oh, and they got a ticket for waiting curbside too! LOL
I proceeded to tell the woman that if she didn’t stop blaming the airline for her stupidity, I was going to call the police.
Once she was done, I approached, explained my issue (my luggage was on the ramp in my connecting city and got soaked), the offer was, “well we can dry clean it…” I said can I please just have $10 for the laundromat, it’s just casual clothes…” The agent said “Really? That’s it…sure…” Issued me a check, profuse thanks for voicing what she couldn’t, and a small LUV voucher too….
Yes, being nice and not overly demanding often gets you some icing on the cake.