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09-07-2008, 02:21 PM
#61
No longer cares
Joined APC: Mar 2008
Position: 767er Captain
Posts: 12,109
BB,
it's just my personal opinion, but I think DAL management is fed up with taking the heat for lousy customer service from their connection carriers. I think they are willing to increase their costs slightly for a better product to the customer, and one they have control over.
it's just my personal opinion, but I think DAL management is fed up with taking the heat for lousy customer service from their connection carriers. I think they are willing to increase their costs slightly for a better product to the customer, and one they have control over.
09-07-2008, 03:13 PM
#62
Gets Weekends Off
Joined APC: Apr 2008
Posts: 581
The air a little polluted in SLC these days? Everyday when I go to work at JFK, it's connection carrier after connection carrier with cancelled flights... not mainline. If management is tired of this, it's lost on me. Those outsourced business models are an embarrasment.. or should be.. to our management. But I see notiong to indicate what you think is true. I truly wish you were right.
When I was a new hire, it was drilled into me that we are in a customer service industry and accepting tips from customers was not only discouraged, it was grounds for dismissal.
A couple of years ago an older couple was boarding a flight on which I was the Captain. The missus was in a wheelchair that had been pushed to the gate by a SkyPest employee. After she got out of the wheelchair her husband tipped the guy. I told him that he couldn't accept it. He looked at me with a F U look, and said "I'm SkyWest, not Delta and I can".
I was livid and really wanted to deck that little *hit. I later talked to the passengers and told them that tipping at Delta was totally unnecessary.
Back on topic, my understanding is that when ASA was sold there were financial incentives for the acquiring company in terms of on-time, lost bags, cancelled flights, etc. My understanding is that Delta has not paid out a dime.
I also think that as the performance of the connection carriers is being factored in to mainline (to create an overall statistic) management is not pleased to have their performance lowered by the sub-mediocre job done by the connection carriers.
09-08-2008, 02:59 PM
#63
No longer cares
Joined APC: Mar 2008
Position: 767er Captain
Posts: 12,109
tsquare, Some of what I said is wishful thinking on my part, but I do think management is tired of taking the heat for pathetic customer service from our connection carriers. I know I sure as he** am.
When I was a new hire, it was drilled into me that we are in a customer service industry and accepting tips from customers was not only discouraged, it was grounds for dismissal.
A couple of years ago an older couple was boarding a flight on which I was the Captain. The missus was in a wheelchair that had been pushed to the gate by a SkyPest employee. After she got out of the wheelchair her husband tipped the guy. I told him that he couldn't accept it. He looked at me with a F U look, and said "I'm SkyWest, not Delta and I can".
I was livid and really wanted to deck that little *hit. I later talked to the passengers and told them that tipping at Delta was totally unnecessary.
Back on topic, my understanding is that when ASA was sold there were financial incentives for the acquiring company in terms of on-time, lost bags, cancelled flights, etc. My understanding is that Delta has not paid out a dime.
I also think that as the performance of the connection carriers is being factored in to mainline (to create an overall statistic) management is not pleased to have their performance lowered by the sub-mediocre job done by the connection carriers.
When I was a new hire, it was drilled into me that we are in a customer service industry and accepting tips from customers was not only discouraged, it was grounds for dismissal.
A couple of years ago an older couple was boarding a flight on which I was the Captain. The missus was in a wheelchair that had been pushed to the gate by a SkyPest employee. After she got out of the wheelchair her husband tipped the guy. I told him that he couldn't accept it. He looked at me with a F U look, and said "I'm SkyWest, not Delta and I can".
I was livid and really wanted to deck that little *hit. I later talked to the passengers and told them that tipping at Delta was totally unnecessary.
Back on topic, my understanding is that when ASA was sold there were financial incentives for the acquiring company in terms of on-time, lost bags, cancelled flights, etc. My understanding is that Delta has not paid out a dime.
I also think that as the performance of the connection carriers is being factored in to mainline (to create an overall statistic) management is not pleased to have their performance lowered by the sub-mediocre job done by the connection carriers.
I guess my question is this: IS management receiving heat about this.. and ARE they truly tired of it? My gut reaction is NO... and therefore.. NO. I think they are so busy swatting horseflies (merger) that the mosquitos (connection fiasco) are bleeding them (us) to death and they can't see it. Also, I really don't think they EVER leave Atlanta without an entourage so that they never really see what's going on out here. I think they would be truly horrified (assuming they really give a damn). Sorry for the cynicism.
Gotta give me credit for the analogy though
09-08-2008, 03:56 PM
#64
Gets Weekends Off
Joined APC: Apr 2007
Position: Flying the SEC
Posts: 2,350
I guess my question is this: IS management receiving heat about this.. and ARE they truly tired of it? My gut reaction is NO... and therefore.. NO. I think they are so busy swatting horseflies (merger) that the mosquitos (connection fiasco) are bleeding them (us) to death and they can't see it. Also, I really don't think they EVER leave Atlanta without an entourage so that they never really see what's going on out here. I think they would be truly horrified (assuming they really give a damn). Sorry for the cynicism.
Gotta give me credit for the analogy though
Gotta give me credit for the analogy though
09-08-2008, 08:18 PM
#65
veut gagner à la loterie
Joined APC: Apr 2008
Position: Light Chop
Posts: 23,286
tsquare, Some of what I said is wishful thinking on my part, but I do think management is tired of taking the heat for pathetic customer service from our connection carriers. I know I sure as he** am.
When I was a new hire, it was drilled into me that we are in a customer service industry and accepting tips from customers was not only discouraged, it was grounds for dismissal.
A couple of years ago an older couple was boarding a flight on which I was the Captain. The missus was in a wheelchair that had been pushed to the gate by a SkyPest employee. After she got out of the wheelchair her husband tipped the guy. I told him that he couldn't accept it. He looked at me with a F U look, and said "I'm SkyWest, not Delta and I can".
I was livid and really wanted to deck that little *hit. I later talked to the passengers and told them that tipping at Delta was totally unnecessary.
When I was a new hire, it was drilled into me that we are in a customer service industry and accepting tips from customers was not only discouraged, it was grounds for dismissal.
A couple of years ago an older couple was boarding a flight on which I was the Captain. The missus was in a wheelchair that had been pushed to the gate by a SkyPest employee. After she got out of the wheelchair her husband tipped the guy. I told him that he couldn't accept it. He looked at me with a F U look, and said "I'm SkyWest, not Delta and I can".
I was livid and really wanted to deck that little *hit. I later talked to the passengers and told them that tipping at Delta was totally unnecessary.
But wow. First, just using the info you gave, if I had been that passenger I would have found you very rude. Second, when it comes to something like this you may never know what the employee did to get them there, maybe he bent over backwards, got them through security, noticed them being ignored and helped out, put up with the mans crappy wife. Who knows. As someone trained in customer service its best just to let those kind of things go and make sure those passengers felt welcomed.
Now as to Skypest, ASA, and Comair, ACARS needs to become standard (if its not already), turboprops need to be brought in up north to fly below ATC restrictions and efficiently, and we need to stop passing horrible LOAs like LOA 19 with POS scope and furlough protection. We're not helping ourselves.
09-09-2008, 08:33 AM
#66
No longer cares
Joined APC: Mar 2008
Position: 767er Captain
Posts: 12,109
I bet they don't even know our service sucks. Like you say they don't get out much and when they do everyone is on their best behavior. They don't see the attitudes of some of our people. When people's complaints get to that level I bet they write it off as a squeaky wheel.
09-09-2008, 04:21 PM
#67
Gets Weekends Off
Joined APC: Apr 2008
Posts: 581
forgot to bid,
It does not matter what the SkyWest employee did. If in fact Delta lived up to the "one level of service" mantra they like to preach, then:
A: Employees at Connection Carriers would be taught that they are in a customer service industry, and that the passenger is paying their salary.
B: Accepting tips would not be allowed on any connection carrier servicing Delta passengers.
In the interest of not being too long winded, I left out a few details in my anecdote. The comment to the SkyWest employee was made quietly to him, so the passengers couldn't hear that.
Don't you think if the SkyWest employee had refused the tip that would have left a positive impression on the passengers involved?
It does not matter what the SkyWest employee did. If in fact Delta lived up to the "one level of service" mantra they like to preach, then:
A: Employees at Connection Carriers would be taught that they are in a customer service industry, and that the passenger is paying their salary.
B: Accepting tips would not be allowed on any connection carrier servicing Delta passengers.
In the interest of not being too long winded, I left out a few details in my anecdote. The comment to the SkyWest employee was made quietly to him, so the passengers couldn't hear that.
Don't you think if the SkyWest employee had refused the tip that would have left a positive impression on the passengers involved?
09-10-2008, 09:25 AM
#68
Gets Weekends Off
Thread Starter
Joined APC: Apr 2007
Position: 320B
Posts: 278
New rumor going around the halls at NWA is that Delta is planning to keep more DC 9s than NWA had planned. Supposedly they will be in ATL and there is some work going on in the old NWA DC 9 hanger.
If true it is good for everyone.
If true it is good for everyone.
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