How to handle an extremely rude captain
10-27-2012, 04:32 PM
#1
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Joined APC: Jan 2008
Position: 135 Chief Pilot
Posts: 15
How to handle an extremely rude captain
If a passenger is treated so rudely by the captain the she refuses to get on the plane, what is the appropriate level of escalation for filing a complaint?
The passenger was my mother on a flight today from ICT to DEN. I have spoken with Frontiers customer service and the on-call phone for the flight desk. Although everyone has been very polite they have also admitted very little access to Republics flight dept.
I plan to file a formal complaint and cc the asst chief at Frontier. Is this too much? Too little? What should I expect from the airlines? An apology would be nice from the capt but if his actions today are any indication, I expect him to refuse to admit fault.
Any input is appreciated.
The passenger was my mother on a flight today from ICT to DEN. I have spoken with Frontiers customer service and the on-call phone for the flight desk. Although everyone has been very polite they have also admitted very little access to Republics flight dept.
I plan to file a formal complaint and cc the asst chief at Frontier. Is this too much? Too little? What should I expect from the airlines? An apology would be nice from the capt but if his actions today are any indication, I expect him to refuse to admit fault.
Any input is appreciated.
10-27-2012, 05:37 PM
#3
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Joined APC: Jan 2008
Position: 135 Chief Pilot
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Brief synopsis:
Plane is 2 hours late due to mechanical.
Frontier offers $200 voucher for the delay.
Mom to FA she was chatting with "are the vouchers transferable? Frontier is pulling out of wichita nov 15th."
FA to mom "I dont know, ask the gate agent."
Captain to mom "What are you complaining about, you're getting $100 an hour just to sit here."
FA to capt "but she wont be able to use this voucher after Nov 15."
Capt to FA "You're down here and I'm up here so you obviously dont understand what I'm saying." With hand gestures of high and low. "And besides, Kansas City isnt that far away."
Then a few minutes later the capt said " I hope I'm the last one out of here so I can tear the sign off the wall."
That's when she had heard enough and told the gate agent she wasnt getting on his plane.
Plane is 2 hours late due to mechanical.
Frontier offers $200 voucher for the delay.
Mom to FA she was chatting with "are the vouchers transferable? Frontier is pulling out of wichita nov 15th."
FA to mom "I dont know, ask the gate agent."
Captain to mom "What are you complaining about, you're getting $100 an hour just to sit here."
FA to capt "but she wont be able to use this voucher after Nov 15."
Capt to FA "You're down here and I'm up here so you obviously dont understand what I'm saying." With hand gestures of high and low. "And besides, Kansas City isnt that far away."
Then a few minutes later the capt said " I hope I'm the last one out of here so I can tear the sign off the wall."
That's when she had heard enough and told the gate agent she wasnt getting on his plane.
10-27-2012, 06:42 PM
#4
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Joined APC: Apr 2009
Position: Hiding under the counter
Posts: 276
Sounds like the Capt couldn't keep a bad day to himself. Doesn't sound overly unreasonable to suggest that $200 voucher is generous, regardless if it can be used or not. (for not a huge delay)
It's different to say those things among his crew, and to voice such an opinion to his passengers. Highly unprofessional at least. I would say call or write to who you can. It probably is not worth going on a crusade over it though.
It's different to say those things among his crew, and to voice such an opinion to his passengers. Highly unprofessional at least. I would say call or write to who you can. It probably is not worth going on a crusade over it though.
10-27-2012, 06:45 PM
#5
Chief Jeppesen Updater
Joined APC: Oct 2005
Position: Executive Transport Driver
Posts: 3,080
10-27-2012, 07:40 PM
#7
Gets Weekends Off
Joined APC: Sep 2008
Position: The Far Side
Posts: 968
A younger person would have had a video camera running and we could see the whole thing on YouTube and Facebook. That aside, the usual letters to corporate and to the VP of flight ops will do. The guy will still be a DB, but at least he'll have to (maybe) do a carpet dance.
This link has some names; the Contact link gives the mailing address and is the same as post 5.
http://www.flychautauqua.com/leadership.html
This link has some names; the Contact link gives the mailing address and is the same as post 5.
http://www.flychautauqua.com/leadership.html
Last edited by rotorhead1026; 10-27-2012 at 07:54 PM.
10-27-2012, 08:45 PM
#8
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Joined APC: Dec 2005
Position: A300, FO
Posts: 311
well sounds like you mom was asking the wrong questions to the wrong people. why on earth would the crew know if your tickets are transferable? just another example of the ignorant public.
I agree that the captain could have handled it better. but she should know that the crew operating the airplane has no clue about tickets.
I agree that the captain could have handled it better. but she should know that the crew operating the airplane has no clue about tickets.
10-27-2012, 08:56 PM
#9
New boss = Old boss
Joined APC: Mar 2005
Position: Ca B737
Posts: 2,762
The captain was way out of line. He should not have even attempted a conversation with the passenger. All she has to do is complain to the chief pilot and I'm sure the captain will do a carpet dance. It probably isn't the first complaint about this TOTD. He probably isn't going to he "up there" much longer.
10-27-2012, 09:51 PM
#10
I'm a man of my word.
Joined APC: Jul 2008
Position: Devil's Advocate
Posts: 2,883
well sounds like you mom was asking the wrong questions to the wrong people. why on earth would the crew know if your tickets are transferable? just another example of the ignorant public.
I agree that the captain could have handled it better. but she should know that the crew operating the airplane has no clue about tickets.
I agree that the captain could have handled it better. but she should know that the crew operating the airplane has no clue about tickets.
Preface: Unless you intended for your comment to be taken as sarcasm, please continue reading:
Yes, how stupid of a passenger to ask employees of the airline they are traveling with about tickets. Good lord, what was she thinking?! Passengers are so moronic! [/sarcasm]
Seriously though, bud, try not to be so heartless. If a passenger asks you a question that you don't know the answer to, kindly direct them to someone who does. I doesn't matter how ignorant the public is, your job is to provide safe, efficient, well-mannered service. Keep your negativity to yourself. Remember, in the end, it's those passengers that are paying your salary.
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