There’s no denying that there are lots of airline employees who go on power trips, and it makes for some good video when they’re caught on camera (despite many airlines having policies against filming their facilities and employees). Unfortunately for the guy who uploaded this video, that’s not the case here.
Instead a guy is trying to shame a US Airways agent, when in reality he’s being an entitled douche while she’s being extremely patient.
Here’s how the guy who uploaded the video describes the situation:
Upon attempting to check-in to a Denver to San Diego flight, a US airways ticket kiosk tells passenger it cannot “process” the check in. The customer approaches the ticket counter.
US Airways agent Alecia Garcia disappears in the back with passengers passport, and does not return for 42 minutes. No explanation is given.
What you see is the agent’s first contact with the passenger after having disappeared into the back for 42 minutes, causing passenger to miss his flight.
Her only explanation is that she was “on the phone.”
US Airways policies state customers will receive compensation if there are cancellations not due to weather or customer error.
Result: No compensation offered, no explanation given.
US Airways has yet to respond as to whether the following are within company policy:
*Agents having such poor communication with passengers that they disappear for over 40 minutes and fail to offer any explanation as to why.
*Agents causing passengers to miss flights with no explanation.
*Agents causing passengers to miss flights with no compensation, when policy clearly states otherwise.
*Agents blaming passengers, saying “they should have known,” when passengers show up well before stated cutoff time.
In reality:
- The guy seemed to be on the no fly list and didn’t have a redress number, which is why he couldn’t check in
- The agent took some time to call the appropriate people to see if he was actually supposed to be on the no fly list
- Not surprisingly that took a while, so he ended up missing his flight
- The agent confirms him on the next available flight and apologizes to him for taking so long
His response? “This is where you start to throw vouchers at me. This is where you start to take responsibility.”
Right, because clearly it’s the agent’s fault that you’re on the no fly list…
Here’s the video:
While I know it was this guy’s goal to shame the agent for the fact that he was on the no fly list, I say kudos to Alecia for her professionalism. He repeatedly says “what would your boss say if he saw this?” I’d say Doug Parker would be pretty proud, actually.
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