本帖最后由 惟吾德馨 于 2015-3-19 06:57 编辑 以下附上Complaint letter全文On March 4th, I was traveling from CVG-JFK on American Eagle.
As a platinum member, this short trip to CVG was anything but enjoyable. I wanted to share some serious concerns that arose during this trip that require additional attention and immediate action to ensure that the customer experience, the perception of safety and the well-being of future flights and a commitment to the customer bill of rights remains paramount. I have enclosed my perceptions and realities about this horrible chain of events.
In general, it’s been my experience that, typically, during most flights; the Captain will provide a few updates during the flight. Usually he/she is sharing remaining time en-route, anticipated arrival gate, and destination weather, etc. This particular trip, my Captain shared nothing. The only time he did speak with us via the P.A. was to share that the flight would be diverting to HPN due to ATC in JFK and it would be necessary to refuel. When we initially landed, the captain told us the ground time would be only 15 to 20 mins. Now, we all know that in the greater New York area, that 15-20 minutes is NOT a realistic expectation. What was most disturbing is the Captain [and the First Officer] failed to ensure that timely updates (even if nothing had changed) every 15 minutes were delivered. That’s the commitment that every carrier is required to follow in the Passenger Bill of Rights. Clearly, this lack of communication from the flight deck was systemic and my understanding of CRM would have warranted a shared responsibility of the pilots to make sure that passengers were kept informed as the delay became 45 minutes, an hour, and so on; almost 90+ minutes on the ground. Being honest and transparent with your customer is the first rule of any business providing customer service. If the captain knows that we have no chance to refuel an aircraft, receive clearance from New York ATC and get back in line to take off at a diversion busy airport; then why state that “we’ll only be 15 minutes”?
The most abhorrent event during this trip wasn’t the diversion (the second one IN A ROW; my flight on FEB 2nd Diverted to BWI), or lack of honesty / communication from the flight deck, it was the revolting LAVATORY!!!!! Not only did the same Captain that failed to communicate with the passengers in-flight and on the ground, he lazily rushed his departure pre-flight checks in CVG (ACFT came from MIA). As a result, after being on the ground for an hour, plus the boarding and flight time from CVG, I had to use the lavatory. I would be happy to send a picture. NOT ONLY WAS there feces,urine, and blue juice flowing over the brim of the toilet, it was all over the flooring and flowing down several rows of the aircraft. I alerted the Flight Attendant that it was essential that they service the lavatory. She attempted to make the request, but the same Captain insisted we might lose our slot for departure. Why didn’t the Captain simply have the lavatory serviced in CVG? Had proper servicing of the ACFT taken place, this wouldn’t have happened. And KNOWING [as the captain and dispatcher would], and the weather challenges in NYC, why wouldn’t he have ensured that we had the lavatory serviced in CVG. Now we’ve been on a small aircraft for two hours and I have basically been told there’s no other option for using the bathroom. This was a terrible feeling. I had to urinate and watch the sewer mix splash onto the floor and my feet. What kind of airline or human experience is this!? The lavatory wasn’t full from our diverted flight. It was overflowing because lazy ground staff at CVG (the same people that failed to load my ONEWORLD PRIORITY TAGGED BAG on the plane, but we’ll discuss that next). These realities experienced should NOT have taken place. Overall, the Flight Attendant was kind, and friendly and she was doing the best she could with there sources she had available but the lavatory failing to be dumped upon arrival into CVG wasn’t her fault. The lavatory was in a revolting STATE! Even worse,after we finally took off and headed to JFK, as the aircraft descending, the same toilet juice started streaming into the carpet and flowing down the aisle. I shudder to think that contaminated aircraft carpet probably just did a “quick turn” and flew with less than healthy / acceptable standards to the next city moments after we disembarked.
I know you’re ready to finish reading this complaint, but WAIT, there’s more. Despite my Platinum Status with AA, and despite my premium tags on the bag, CVG (the same people that failed to dump the overflowing lavatory), failed to load my bag on the aircraft. This incident is even more ridiculous than an overflowing lavatory.
When we landed, after all that, my bag was lost upon arrival into JFK. I was told it was loaded on another flight, but they weren’t sure where to. The next day I was informed the bag had arrived into New York. The only problem was they couldn’t deliver it. Then I volunteered to drive to JFK and they realized the bag wasn’t there. Then, with the help of the800-baggage center, we determined the bag was in Cincinnati. So because it’s now Friday, and I was flying to MCO with my boyfriend, I arranged for him to collect the bag and take it on the flight to MCO with him. He called 800-baggage service on my behalf and wanted to arrange for the bag to be ready for pick-up. After a few attempts at calling baggage service, Mike at the ticket counter answered the phone(approximately 5:30pm / March 6th); and said he didn’t have time to walk downstairs to baggage or to assist me. He also stated that they handle three airlines at CVG and it’s not his problem. He is lack of initiative, a simple ability to try and assist (My boyfriend briefly explained the complexity of events around the lost baggage being since Wednesday and a need for urgency as we were leaving our next flight to MCO for the weekend and the need for the bag was critical). Mike refused to attempt calling / paging / radio / text [everyone is glued to their smart phone but Mike wasn’t willing to use it] and in general had no desire to assist me. Despite platinum status, and urgency, no desire to help and blaming the lack of initiative on American Eagle staffing 3carriers wasn’t acceptable and shouldn’t have taken place.
When my boyfriend arrived at baggage, Ms. Thompson did her best to assist but the bag wasn’t in CVG! It wasn’t any of the three baggage offices (AA/US/UA). Later that evening, after we took off, we arrived in MCO and still no baggage. Thanks Mike for your “new American arriving lousy attitude.” What we determined after the bag arrived late the next evening, is that that bag was awaiting to be expedited to JFK on Thursday and was out on the ramp at the expedite area. Heaven forbid that someone would’ve proactively simply checked that area when I had someone willing to collect and bring the bag to me.
What an epic service failure. I was able to finish this letter, because as I’m finishing drafting this letter in CVG, my flight from CVG-JFK (March 15, 2015), has yet again cancelled.
I hope that you have enough compassion, ability to understand this horrific chain of events, and that I actually continue to accrue miles at the Platinum level to remedy this with more than just a penance of a 150.00travel voucher. I think what I’ve described far exceeds “a gesture of good will to ensure my future business” –Maybe it’s time for Skyteam and Delta? I eagerly await your response.
