hammond@not@peek.ssr.hp.com (Charlie Hammond) wrote in message news:...
[snip]
> Now why did US AIR not do that in this case? My guess is that it was
> a combinatin of bad luck -- happening to encounter US AIR employees
> who were "not having a good day" -- and some lack or persistence on
> the part of the original poster -- it sounds like he "panicked" and
> ran out to by tickers from another airline before exhausting his
> efforts with US AIR. He'll no doubt pay for this, but there is still
> the valid point that US AIR could have done better for this customer.
Even if one takes his story at face value, that's about his
only valid point. Virtually every single other
action he took was about as boneheaded as he could have chosen.
Why he didn't call USAir back from the airport is beyond me. That's
where he started, it's where he had his most success to that point.
I guess I'm also surprised that it didn't even occur to him
that maybe he should check out the status of his return tickets
either. Even beyond that, I probably would have waited for
the travel agency to open before booking such new and expensive
tickets. And alot of agencies do have emergency service numbers,
although I've never really used one.
I went through a similar experience with having left important
documentation at home. The round trip to retrieve it was in
excess of the time left to make the plane. Before I left
the airport, I had rescheduled everything. It wasn't a single
gate agent that did this for me. The original reacted much in
the same way the USAir agent in the story did. (Maybe a tad
bit less surly). Between the 800 number and a customer service
desk, I sorted out the mess and rebooked everything. |