Sat 25 Jul 2015
I don’t usually write things like this, but when someone in customer service completely violates all rules of customer service, it needs to be addressed. I was traveling home with my son after having been in Europe for 3 weeks. We flew British Airways and they did many things well. Our flights from DFW to FCO 3Jul 2015 and MUC to LHR 24Jul 2015 were very nice.
However, the gate agent for BA193 at 11:50 AM from LHR to DFW on 24Jul 2015 was downright nasty.
Dear Gate Agent,
With respect, I realize you feel it is your duty to apprehend anyone who dares bring anything but a standard roller bag onto a flight. I just have a few suggestions for you:
1. Don’t lie to the passengers. You told me I must check a bag that doesn’t fit in the cage at the gate because “it would NOT fit in the overhead bin.” I took this same aircraft to Europe and knew there was ample room, but I had also just gotten off a smaller BA flight where the bag fit fine. Once on the plane, I added back the items you insisted I remove, and the bag fit in the overhead bin with space to spare.
2. Improve your customer service skills. Standing over me holding my passport hostage and threatening to check my bag against my will is just not nice.
3. Have some compassion. I told you I was carrying a bag of fragile items that would be broken if the bag was checked. Your response was “tough” not “let’s see what we can do.”
4. Even if you think I am unpleasant, keep it to yourself. Don’t let “too bad you were so unpleasant” be the last words I hear before I board your aircraft.
I do hope you were just having a bad day and don’t always verbally attack passengers. Your syrupy voice does nothing to dispel the nastiness of your words. It may be time to reconsider your career choice.