Tag Archive | Bad Customer Service

Shit that Pissed me Off – 4/14

United Airlines Fails Spectacularly at Customer Service

United Airlines had a fully booked flight but also had several employees who needed transport to where they would be working the next day.  They asked passengers to give up their seats for an $800 travel voucher.  Nobody volunteered.

Maybe because it was a Sunday night and they all had work the next day.  And their boss wasn’t going to pay them for the day off.  What a bunch of selfish pricks.

Anyway, rather than upping the offer (which they totally could have done), the airline opted to pick people at random.  And one guy didn’t want to go.  So they had security drag him off the airline in front of a bunch of cell phone cameras.

As you might imagine, it has been a bad week for United.

I’m not the only person who remembers when this was United’s ad slogan, right?

But it has also been a bad week for the passenger who was dragged off the plane.  As soon as his name became public, news organizations began to dig into his past and it turns out he’s not a perfect person.

I’m shocked to discover that as everyone else I’ve ever met is completely perfect.

His past transgressions have nothing to do with not wanted to be forced to take a different flight after he paid for his ticket and the airline made some poor planning decisions.

The response from a few corners of the internet have been, basically, he deserved it.

Um…no.  The guy was violently removed from the plane.  Not removed from the plane. Violently removed from the plane.

You can argue all you like how three other people voluntarily left after being randomly selected.  Doesn’t matter. Beating people up just isn’t something you should be doing unless they are a Nazi.

And in spite of all the muckraking our media has done over this fellow, they have not been able to turn up any evidence that the guy is a Nazi.  So I’m going to say the beating was entirely unjustified.

He didn’t deserve it.  That’s the problem with this whole “let’s wait for all the facts to come out” mentality.  It doesn’t matter what type of guy he was.  It doesn’t matter if he was a little bit belligerent when told he’d have to leave the plane after buying a ticket.

He was violently removed from the plane.  He didn’t deserve it.  That is the only fact that matters.

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Customer Service – Right and Wrong

Any perceived irony is intentional

Yesterday concluded one of the best customer service experiences I’ve ever had.  Before I tell that story, however, I’m going to tell you about one of the worst.  They both happened within two weeks of one another.

My office of 3 sometimes orders lunch as a group.  Often, this happens when my wife, who is a driver for us, is delivering near a restaurant we like.  Because the office is so close to our house, she can easily drop something off on the way home.

On a particular day recently, we knew she’s be working right next door to a Chipotle and we were in the mood for burritos.  We placed our order through the Chipotle web site and waited anxiously for our lunch to come.

Our lunch was crazy late because, apparently, the restaurant was busy as hell and even though we’d ordered our lunch early, nobody had actually pulled it off of the register yet.  When my wife arrived, they told her they didn’t have an order, looked on the computer and insisted they didn’t have it and sent her away. She called the office and got the confirmation number (because we’d already paid for the order).  After a long time period in which it became apparent that the manager had no idea how to operate her own computer system, the order was located.

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