Last Minute Hotel Rates Washington Dc

US Air & Delta: “Customer Service” vs. Delighting The Customer

Last Sunday, I had to fly from Washington DC to give a speech at a major conference in Seattle the next morning. I was booked on a flight on U.S. Airways flights from Washington for a 25-minute flight to Philadelphia, in correspondence with a U.S. Airways flight to Seattle two hours later.

Rain. Long time to establish the connection. What could go wrong?

As it turned out, a lot!

When we were on the plane, a safety belt and ready to go, we spent over an hour on the runway in DC waiting for weather to clear in Philadelphia. Accordingly, I miss my connection.

I go to customer service, but there are about 50 people ahead of me in a queue moving at a snail's pace.

While I'm waiting in line, try calling customer service U.S. Airways, which I'm finally contacted after fifteen minutes and multiple call transfers.I told the gentleman from U.S. Airways (which is obviously living in some foreign countries) it is my effort to customer service

Meanwhile, I inch my way toward the front of the line customer service and end up falling on a friendly and helpful U.S. Airways service agent very. She understands that it is U.S. Airways fault that I missed the connection. She looks out the window and I see the time that was responsible for the delay. She starts trying to find other flights for me.

Unfortunately, all flights are overbooked and there is no seats on a flight, regardless of linking the town, she tries. It tries and tries and eventually comes up with a "waiting list" option, 18 hours, another 9 h, and the other the next morning. The firm booking as soon as she can give me is 17: 00 the next day, Monday.

I remind him that I have a speech tomorrow at 9 am Monday morning. She says she's sorry and she hoped that one of the flights on the waiting list to get me. This is the best it can do.

There are degrees of course customer service.

The gentleman on the phone U.S. Airways was the quintessential bureaucrat unnecessary hell. He followed the rules and do what he said was the right thing to do and save money for the airline in the short term. The only problem for U.S. Airways that its conduct was quickly transform myself into a vocal critic of U.S. Airways, someone who would say the world how I was treated.

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