The Failed Leader
07-31-2024, 12:30 PM
#61
Gets Weekends Off
Joined APC: Jan 2023
Posts: 1,566
I think for our customers, they wanted more acknowledgement, to be heard.
The one visual that keeps coming back is a large group of elderly people in wheelchairs trying to get to a South American destination, presumably for medical care. When the flight(s) cancelled everyone walked away. It isn't anyone's job to run a wheelchair shuttle, but the customers' most immediate needs were getting to the bathroom. I do not know what happened to them overnight. My best guess is that they sat there in their wheelchairs. These little gaggels of wheelchair bound passengers were all over the international concourse.
The one visual that keeps coming back is a large group of elderly people in wheelchairs trying to get to a South American destination, presumably for medical care. When the flight(s) cancelled everyone walked away. It isn't anyone's job to run a wheelchair shuttle, but the customers' most immediate needs were getting to the bathroom. I do not know what happened to them overnight. My best guess is that they sat there in their wheelchairs. These little gaggels of wheelchair bound passengers were all over the international concourse.
08-02-2024, 06:21 AM
#62
Gets Weekends Off
Joined APC: Mar 2015
Position: stake holder ir.delta.com
Posts: 10,568
Couple of questions for you. Where you working when you saw this group? If so, why did you not find someone to help out? You can call local opserations from a gate agent counter. It's not that hard. If not working, then I guess you can say it was nunya. Who is everyone? My experience during the meltdown this time around was there were plenty of people moving around to figure stuff out and get flights off the gate to the best of their ability. Perhaps that was one experience, like yours. We did put an UM embargo on our flights since the software we use to track them was affected as well. Who's responsible for the wheelchair folks up until we get them on the plane? The airport authority? Delta? the contractor hired to push the chairs? Are they our repsonsibility thru TSA? Ticketing? Kiosks and check in?
08-02-2024, 08:26 AM
#63
Gets Weekends Off
Joined APC: Jan 2023
Posts: 1,566
I looked through the FOM and can’t find the gate agent/wheel chair wrangler procedure you speak of. Yup, put yourself behind a counter in a meltdown to be the whipping boy (don’t forget your hat)… nope NMFJ. Jump on a flight and enjoy the Olympics. Thee Delta difference.
Also, having worked thru this mess, in a foreign country, it wasn't hard to contact our "ops tower" on the phone. The number is usually posted somewhere at the gate agent station. It wasn't hard to dial them up (since phones were still working) and speak with them. I wasn't accosted by any pax. I made one announcement at the gate at that was it (the gate agent asked me if I would do one). I found that people were generally pretty well behaved during this event (my own personal experience).
Finally, I haven't worn the hat in over 4 years, and will continue to go sans device until the day I retire and no longer has bearing.
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