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Comments (26)
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Save/Share180 readers tell off the airlines
And Northwest Airlines got the worst of it, racking up the most complaints. Thank you to everyone who posted a comment here and here! We're passing the complaints along, and will let you know what we hear from the airlines.
Before we highlight passenger complaints, it's only fair for us to first highlight some comments from people who say they work--or have worked--for the airlines. These have been excerpted for space.
As a former airline employee I have some understanding of the industry. The general public is only concerned with one thing and that is their own needs. ... I don't condone in any respect being rude, but am willing to understand the nexus of such angst of employees. Try waging daily battle to keep your what little you have, get no appreciation for anything you do, work long hours and on a log-in to log-out number of hours worked are making very little wages (does the public know that many flight attendants are eligible for food stamps?) and then tell me you will be all smiles. At least be honest with yourself if you can't be honest with these questions. Walk a mile in their shoes then complain. After all you do GET WHAT YOU PAY FOR. This is no different.--James
I am a flight attendant for a major airline. I try to treat customers the way I would want my family treated. I have experienced those rude airline employees as well. The only way to get rid of those people is for costumers to get the name of the employee (even just the first name will help), flight number, date of flight, departure and arrival cities and send a report of the incident to the airlines. The airline magazine should have the address listed inside.--J. Redierk
I am an American Airlines almost 20-year flight attendant and I want to express my deep sadness and shame to our customers. I have helped build this company over the years into the largest U.S. airline and when I see how it is being run by greedy management and treating their employees with disrespect it hurts to look back on all the sacrifices we have made for them. I see the employees take their frustrations out on the customers all the time. --Jill
As a former gate agent, who in general is very good-natured, it is hard not to get defensive when somebody (and sometimes a large group) is yelling at you. Everybody has a breaking point. There were a few bad apples in the bunch, but all in all, my co-workers and I were empathetic will stranded travellers and willing to help. I wish people would realize that you get more help with honey, rather than vinegar (to paraphrase!).--Karla
Please indulge me, as I would like to add a different perspective to this debate: I am a chef on Amtrak, and I travel to Oakland from Chicago on the California Zephyr, a trip that takes parts of three days to complete.... 'Rude' is a definite buzzword in our profession, but it has become a word that has shades of meaning. Let me say, here and now, that there is no acceptable excuse for either side of the aisle to be rude, disrespectful, or unprofessional to the other. Having said that, understand this: Rudeness consists solely of personal, unwarranted affronts to your person, property, or space. It is not: rule enforcement by the worker; cutting off someone who is over-served; a flight attendant telling you that she will have to check your bag because all the overhead bins are full; that same attendant telling you that your child is disturbing the other passengers by screaming (other than from earaches from air pressure) or kicking seats or running in the aisles, so please control the little darling; because you were late for your flight, missed it, and, yes, the next three flights are sold out, and you cannot comprehend how this is possible; and so on and so on.....--Sam
I'm one of the lucky few that work for a small airline that has been voted best in the country by just about every travel magazine for several years now ( I haven't seen our name in this blog yet, knock wood) and one thing I've realized over the years is that he reason we are known for our customer service is because the front-line employees are given the tools and authority to make things right. For example, my family recently flew another airline. My husband and daughter almost missed our cruise in Hawaii, because the flight they were taking was first delayed, then canceled. When they asked if they could be placed in first class on a different, connecting flight they were told that they couldn't. Not because there was not space (there was) but because the gate agents would get in trouble for doing that. The flight went out with empty seats, and my husband and daughter were sent to a flea-bitten motel. In other words, upper management left the gate agent to deal with canceled flights and angry passengers while the tools to satisfy the passengers went unused, by executive order. Most airline employees are afraid of stepping out of line, and thus do not try to think of alternatives to assist the passenger.--Karen
And now, here are excerpts from some of the most memorable reader comments about a variety of airlines.
Northwest Airlines had very rude attendants when we were flying from Thailand to California. We had been away from home for over two years and received a gift of business class for this long journey. When we were settling in for a rest, the overhead asked for health personnel to help with two passengers. One passenger was having trouble breathing. After helping out for over three hours with no break, I went back to the business class area to rest. The attendant looked at me and said, "how could you afford business class if you are just a health worker?" No thank you for helping out, nothing. Just "How could you afford to be up here." I rolled my eyes at her and went to sleep. NWA must get nicer attendants with more manners--L. Mell
My wife felt much worse than expected during her treatment for cancer last spring. We had to cancel an important trip to visit her parents and could have gotten multiple letters from her doctors. American Airlines response? It doesn't matter the reason, it doesn't matter how sick she is, it doesn't matter if you give us letters from a Doctor. We will charge you $100 each to reschedule just like anyone else. I wrote to Customer Service expecting some sort of consideration....NOTHING.--Mike
I'm handicapped and can't stand for a long time. The airlines make no provision for a shorter handicapped line for people like us who can show they are suffering when having to stand in the regular lines. I sit on the floor when I can't stand it anymore. Not a very dignified position in addition to the other humiliations the airlines put us through. If they would just recognize our needs and treat us like human beings. --Stephanie Pincson
I wish I could say I would never fly a certain airline. But I feel trapped to fly hated airlines because of limited choice on some routes. Recently, on a UAL flight from Buenos Aires to Montevideo, a flight crew of mainly Americans were extremely rude to the passengers. One attendant, explained the emergency row instructions to a gentleman. When he gave her the international sign for "I don't understand," she said very loudly and slowly, "AGH. YOU HAVE NO IDEA OF WHAT I AM SAYING DO YOU????" I couldn't believe it! Why would she expect passengers flying from Argentina to Uruguay to speak english?!--Jennifer Lo Prete
I think that Disney should be training other big companies, such as airlines, how to treat people with respect and dignity, they have it down. It all boils down to attitude.--E. Alexander
I recently traveled on Continental Airlines while on a BP medication containing a diuretic which dictated "when ya gotta go, ya gotta go". I went to the rest room which was in use. I was standing next to a flight attendant who was seated reading a book. She was very aware that I was in pain and really really needed to go. She said nothing to me, actually acted if I wasn't there. I waited 20 min. by my watch and guess who was in the restroom!! The other flight attendant came out with her make up bag and a newly made up face--20 minutes. She simply walked around me as if I wasn't there. Never again will I be that polite in a situation as rude as that.--I McDonald
As I read most of these comments most people are blaming the employees of these airlines and not management. Most of these airlines are running at 80-90% load factors which give no airline room to rebook any passenger on later flights due to weather/maintenance delays. Instead of putting most of this money the airlines make back into the airline, management just gives themselves bonuses for a job well done.--Edward Yanock
I flew on a Delta flight from Shannon Ireland to Atlanta. I was horrified to see that the flight attendants blocked off an empty row of 3 seats with blankets hung from the overhead bins and took turns going in there and sleeping. What if there had been an emergency? Plus, were we not paying for at least the basic service from them? What right did they have to go to sleep on the job. I never could get a response from Delta on this complaint.--Denise
Iberia (Spain): Imagine the DMV in the air and that is what the service is like on most Iberia flights. The must have a very good union because none of them would last two minutes on an airline with good customer service (think Southwest). Once on a flight from New York (JFK) to Madrid I was boarding with a group of college-aged Americans. One of them, an African American kid, took a couple of steps up the stairs to get a better look at the second level of the plane. A middle aged, male Iberia flight attendant shooed him down and then turned to his co-worker and said in Spanish, “They’re all animals” very clearly commenting on this kid’s race. I was walking by just as he said it (and I speak Spanish) so I asked him if he would like me to repeat that comment to the same young man in English. He freaked out a little and I told him what I thought of him. That’s an extreme, clearly, but also gives you a pretty good idea of what you find when you fly Iberia.--J. Waldrep
I knew that I wouldn't be the only one who has sworn off of Northworst forever, but I swore off of them in 1969 and have maintained my boycott for almost 40 years now. At the time, I was in graduate school in Madison, Wisconsin, which had only two and a half airlines - Ozark had only one flight per day. On the fatal day, NWA left a bunch of us on the ground on a flight to O'Hare, and departed with 37 empty seats, since they decided that they wanted to save those seats for people boarding in Chicago. Since then, I have flown roughly 2M miles on other airlines, some of which are execrable (Aeroflot, AirChina, United), but I haven't seen or heard anything that made me regret my youthful decision to avoid Northworst.--TonyW
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To Denise, regarding the seats blocked off on her trip from Ireland to Atlanta. With a flight of that duration, Delta, and ALL airlines for that matter, are required to provide rest for the crew on a rotational basis. They HAVE to have rest. This is the problem with air travel these days...ignorance! Let me guess, you wanted some free tickets for that?
Posted By Steve on September 8, 2007, 8:17 PM
After an amazing trip to Peru and the Galapagos, my friends and I finished up with a shopping spree on the streets of Lima. I bought many beautiful gifts and a hand-carved leather ottoman that unzipped so I could safely store my bounty. We flew from Lima to LA on LanChile( so far Lan is my fav) with no incident and we rechecked our bags in La to our Alaska flight to Seattle. My ottoman never made it to Seattle. After 36 days of Alaska saying they have no idea where it is, then it was on its way to our house, then it was in Chile. I called LAX myself to inquire, the man at baggage in LA knew exactly what bag I was talking about and told me he had put out a world tracer, but for 7 days Alaska didn't respond. Unfortunately, Lan sends all unclaimed bags back to Santiago and then they are destroyed. We filled out a claim, and to replace all of the items it would cost around $2000 US, of course we had no receipts, we shopped on the streets, and to my chagrin, Alaska invoked the Warsaw Convention, even though their flight was domestic, and we only got 627.00. I have only had to fly Alaska once since 2003 and I hope to continue my boycott, but I will never check my bag on Alaska again.
Posted By kristin h on September 10, 2007, 12:54 AM
I just wanted to tell people about, how DELTA AIRLINES treated there stockholders, whom stuck with them through their bankrupsy, DELTA DEEMED THEIR STOCKS WORTHLESS. Leaving millions of stockholders pennyless.
Posted By tom seana on September 10, 2007, 1:46 PM
I fly on several different airlines. A smile and an attitude of "it's a miracle we are up here" is the BEST way to travel. As passengers we too often have reservations that do not provide many minutes to spare. Bad weather kicks in and add a mechanical breakdown, then we all get mad.
This summer I was leaving Chicago. Across the aisle were 3 children, parents sitting behind them. As we took off, the children got wide-eyed and said "its like a roller coaster. Can we do this again!" Everything about their flight was a delight to watch. Too bad we can't all experience wonder thru the eyes of a child.
Posted By gloria on September 10, 2007, 2:57 PM
Wow, just wow. I clicked on this link expecting to see example of the airlines behaving badly, and instead I was treated to story after story about passengers with entitlement issues.
Waaah, flight attendants slept and put on makeup when I wanted to sleep in that spot or pee! Waaah, I'm handicapped and won't suffer the "indignity" of speaking up about it or asking for a wheelchair. Those airlines should read my mind! Waaah, someone said something and I took it the worst possible way. Waah, the airline won't make exceptions for special, special ME and my special, special circumstances.
It's a city bus in the sky, people. You want more, you shell out the bucks for first class.
Posted By Amanda on September 10, 2007, 3:43 PM
Just got back from first flight with Air France... thought I was in heaven...didn't know service, food could be like that. They even re- booked missed connecting flights before leaving the late flight. It was coach class.
Gave us a $7 coupon for food becauseof an hour delay! The people whose bags missed the flight knew the minute they arrived at baggage claim..their names were on a bulletin board. Last leg of my trip was on Northwest...it was like being flung from heaven into hell.
Posted By Mary A. on September 10, 2007, 3:45 PM
I guess I must be the exception. I fly about 15,000 miles per year, and have for the last 20 yrs. I have never had a flight attendant rude to me. I usually fly Continental or American, Delta and a few times NW.
Maybe some of us need to adjust our attitude.
Posted By Jerry G. on September 10, 2007, 4:16 PM
I flew from Orlando to Portland,ME several years ago with a connection in Cinncinati. Our connecting flight got delayed for several hours. When we arrived in Portland my bag did not arrive. I went to the lost luggage area to report that my bag had not arrived and the person at the counter replied with "are you sure?" I told her that the carousel had stopped and my bag was not any of the remaining bags. She proceeded with the usual questions albeit with an air of annoyance. She asked for the number of where we were staying and I told her that I would need to call information... she said fine... and stared at me. I repeated that I needed to call information and asked if I could use the phone and she stared at me and pointed to the pay phone behind me. I got the number and she made some sort of snide comment and I had finally had it... I told her that I'd had a stressful day, my trip had taken 3 times as long as anticipated, all I wanted to do was report my luggage missing and that she need not be so nasty. She looked me in the eyes and said "I don't really give a damn what the hell kind of day you've had." I walked away and let my husband finish... Ironicly, she ended up being on my return flight seated across the aisle from us!
Posted By Sarah on September 10, 2007, 5:13 PM
I read the comments that Budget Travel posted and like Amanda, I thought I was going to read about some awful behavior by the airlines. Instead it was just petty complaints about fairly minor incidents. I've had a couple of incidents on airlines that I thought were unacceptable, but I survived and now they make for good stories.
Several years ago, I was flying on Aero Mexico from Tucson, AZ to Mazatlan, Mexico. The plane had a stop in Hermosillo, Mex. to pick up more passengers and for us to go through immigration and customs. They had us disembark on the tarmac and line up in the sun in front of a folding table that had been set up there with a couple of officials sitting behind it. It was July, around 11 am and over 100 degrees. It took more than 30 minutes for everyone to get thru the line.
After everyone got thru, the crew made an announcement in Spanish followed by the same message in English. By the end of the Spanish announcement, all of the Mexican passengers began running back to the plane. My Spanish wasn't very good so I wasn�t sure what was said, but my friend & I started to run to the plane also, figuring that it was the best thing to do. It turns out that the flight was oversold and there were no more seat assignments. Whoever got to the plane and sat would be going on to Mazatlan. The unlucky ones who didn�t get a seat would have to stay in Hermosillo to see if the next flight had room. It didn�t matter where you originally boarded the plane.
My friend and I were settled in seats when a flight attendant approached us and said that a woman and her children had sat in the emergency exit row and would we change seats with them. Somehow in the exchange of seats, some other passengers sat in the emergency exit row and there were no other seats left. When we asked the flight attendant where we should sit, he shrugged and told us that we needed to get off the plane since there were no seats left. I reminded him we only moved because he asked us to, but he just shrugged again. I asked for our original seats back, but the flight attendant refused and insisted we needed to leave the plane. The other flight attendants had now gathered around us. They agreed with him and tried to usher us off the plane. It took 10 minutes of us insisting on being given seats before there was some more shuffling and two seats were found for us. During the flight, the flight attendants refused to serve us and ignored us except to occasionally make a rude comment. I�ve not flown Aero Mexico since.
Posted By Dana Caldwell on September 10, 2007, 5:20 PM
My husband and I have had some pretty bad experiences with both Northwest and United, but have to admit that Northwest is doing much, much better now that they have gotten their reorganization and labor problems resolved. We had a great trip to England on Northwest about three weeks ago. The new checkin system is excellent. We flew from Detroit to Gatwick and back again two weeks later. All flights were on time, the flight attendants were polite and helpful, and our bags arrived faster than we have experienced in a long time. Kudos to the new Northwest.
Posted By Gwen Kulesa on September 10, 2007, 5:45 PM
On a short but unfortunate flight from MN/St. Paul to Saginaw, MI, the flight attendant waited until the door was locked and began safety instructions. She ended with "Oh yes, you need to know that our bathrooms are not working, so we hope you were able to use the facilities at the airport"...little late of course...in addition an added bit of information: "Oh yes and the air conditioning isn't working either, but if you'll close your window shades it will help and of course it will get cooler once we are airborne". It was a short flight, about an hour, but then they boarded passengers to return to MN right away...with the same sorry story!!
Posted By jcase on September 10, 2007, 11:50 PM
I was on a Lufthansa flight from Boston to Paris once, where I had seat assignments months in advance by the way assuring myself that I would get lots of leg room to sleep. An hour into the flight one of the crew moved their friend/relative into the fold down jump seat facing me. This man was very tall and as he faced me his legs straddled and continually rubbed against mine for hours!! I told the flight crew but they couldn't care less and said he had nowhere else to sit (although he must have been sitting somewhere for the first hour of the flight). I will never fly Lufthansa again.
Posted By Helen S on September 11, 2007, 7:50 AM
Years ago I had a very bad experience with NWA and decided never again to use that airline. That is until just this past month when I was forced because of certain circumstances. I must say, the company has cetainly changed for the better. The personnel was great (my original complaint was with management) and the on-time record for the four flights I took was outstanding. I will return to NWA again.
Posted By Bob Kenworthy on September 11, 2007, 10:08 AM
Like so many frequent domestic travelers, I'm a big Jet Blue fan. The occassional bad experience is more than compensated for by many wonderful flights. Flying other airlines has become a hardship. Malinda W. , LA
Posted By malinda wright on September 11, 2007, 2:08 PM
We just don't fly unless it is absolutely necessary. Why? Between surly security personnel and crappy conditions on airlines we prefer to drive. If there ain't an ocean to cross, we prefer to drive. Where we live, 1.5 hours from the airport, with a majority of flights leaving before 7 a.m. we either have to stay in a hotel near the airport or get up at 2 a.m. to stand in line to get thru security. Flights late or canceled and with little comfort, driving is a more pleasant option. We recently took a 4,000 mile trip to Colorado Springs and back - a delightful time spent seeing this beautiful country. How else was I able to get photos of golden sunflower fields as far as the eye could see.
Posted By Jim Planck on September 11, 2007, 2:52 PM
To Steve who responded to my post about Delta Airlines flight attendants blocking off seats to sleep on an international flight: I have flown over 100 international flights and NEVER have I seen this, before or since. I was not crying to the airline looking for a freebie over it, just trying to get a response from them if this is an accepted business practice. I didn't get an answer and haven't flown Delta since. I have been on 2 other flights that were hit by lightning and the flight attendants were calm and reassuring during that very stressful time. If an incident had happened on this Delta flight the flight attendants wouldn't have been available to assist the passengers.
Posted By Denise on September 11, 2007, 3:50 PM
I have suffered through incredibly bad situations in 52 years of air travel, and I learned this. Each time I approach airline employees needing their help, I ask for their names, saying that when I complain in writing to the airline, I want to include the names of those employees who were able to help me. I write down those names before explaining my problem. I do this because I need their help, and they will do more to help me if I start by putting them on my side from the beginning. It always works.
Posted By Ed Schofield on September 11, 2007, 4:13 PM
I only fly once a year over the past 20 years on what ever airline offers the best deal but I have never encountered bad service from any of the airlines.
There was one incident with America West where I had a stop over in Phoenix. We were notified that there was mechanical problems so the flight was delayed three times during the next 8+ hours. On the fourth announcement, they delayed the flight to the following morning, gave us food vouchers, a hotel room and $200 airline credit. Although it wasn't my idea of a great flight and I needed to be at work the following day, the airline allowed customers to use their phones to make long-distance calls to our loved ones, etc. The airline personnel were considerate and handled the situation professionally. I think a lot of situations depend on a customers attitude.
Posted By Amy on September 11, 2007, 5:25 PM
I average about 40,000 miles of air miles each year. I have flown all types of airlines - the only 2 airlines that I will never fly and they are China Airlines and Northwest. China Airlines - for their bad safety record, they consistently have crashes and casualties. Northwest Airlines for their incredible rudeness. While I agree that economy class is almost like taking a bus these days, many airlines still manage to deliver at the very minimum - acceptable service. Even when having a bad day or in dire situations, I don't find the need to be rude - I don't see it as acceptable behavior coming from anyone else. As for the comments of flight attendants being paid very little, there are always choices and they chose that profession. There are ups and downs to every profession. I do not regret my decision to boycotting NWA and will never take them again. On another note, I've had excellent experiences with Virgin Atlantic and Southwest. Southwest does treat their employees well - it shows in their attitudes.
Posted By Karen on September 11, 2007, 8:26 PM
I fly a lot. I am always polite to crew, and security, and customs, and immigration!
In the last few years I have encountered a significant percentage of cabin attendants who seem to be looking for a fight, or who are in your face rude and dictatorial.
I fly mostly business class and the problem is definitely a greater one in economy.
Worst airlines: Lufthansa, USAIR, and Iberia.
Posted By michael on September 12, 2007, 1:23 PM
Several years ago my NW flight from Minneapolis to Gatwick was delayed until the next day because of a mechanical problem. Checking in on the second day I overheard other passengers complaining to the agent in a rude manner. When my turn came, I was especially polite. Result: I was able to have my return journey delayed by a day without paying a penalty.
Posted By Thirza on September 13, 2007, 12:04 PM
This past winter I flew Northwest from Green Bay, Wisconsin. I was very many hours early for check-in. (Another story, traumatic event). The desk attendant booked me on an earlier flight at no charge. God bless her! She even brought me some chocolates to tie me over. I wish I had taken her name down, I sure would like to thank her.
Posted By Rennie Miller on September 15, 2007, 12:53 PM
When my father-in-law died a few years ago, we had to change our previously purchased tickets so we could go to the funeral. United airlines 1st said there would be no charge and then said it would be $100 ea. There were 4 of us. When we arrived at the airport with our son and his wife and grandcildren we were late and they told us to run. We met my brother-in-law on the way also. When we got to the gate they had closed the door and would not let any of on even though it was a bereavement fight. the 4 of them had each paid $350 for their ticketson a bereavement flight.
Our luggage made the flight but they said we had checked in earlier which was my brother-in-law. I was so angry I callled when we got home and they gave us each $50 dollar vouchers which most of us didn't use anyway. The attendant at the desk could have called to hold the door. I have also seen them open the door for other late arrivals. We flew on the next flight but our grandchildren were separated from us so we had to ask people to switch. We have only flown United once since then to use our voucher.
Posted By Veronica Johnson on September 16, 2007, 11:36 AM
This summer I flew NW for the first time in about 8 years and I was apprehensive for my 4 flight segments Philly-Minn
Minn-Spokane and return.
Each flight was better than the last. NW does try harder.
On the other hand flew Bos to JFK last summer for a connection to British Airways to London and luggage lost at JFK. Reponse, "oh this happens all the time, it will arrive in London in about 5 days" IT WAS A 7 DAY TRIP
AND THE LUGGAGE ARRIVED THE DAY BEFORE RETURNING to
JFK FLY DELTA... NEVER AGAIN
Posted By Jeffrey Slemmer on September 16, 2007, 11:04 PM
As with many others who have commented here, I fly - a lot. Most years I average 50,000-85,000 miles between personal and business travel. I agree that YOUR attitude goes a long way towards what sort of service you experience. Most employees suffer much more when flights are delayed or canceled than one passenger. I've found that a smile and pleasant demeanor will get you a long ways.
That being said though, I've found that airlines based in the US are consistently the worst when it comes to customer service. If I am traveling internationally, and it's a choice between a US carrier or a European carrier - hands down go with the European. When the airlines were regulated, the only thing that separated them from each other was customer service. Since deregulation, its all been about maximizing profits at the cost of customer service. For me, the worst offender is United - I've boycotted them for the past 15 years, and this recent move on charging for luggage is another nail in their coffin.
If you want better service in the air, check out the airline's rating before you buy your ticket, and maybe think of paying an extra $20-$50. Would it be more than worth it for a serene flight?
Posted By Nome_man on February 5, 2008, 9:46 AM
I have traveled to SF from Chicago many times and when flying United I have always had some strange or rude experience w/flight attendants.
Once My Daughter (8) and Boyfriend were traveling all in the same row. Flight attendant seeks me out and asks me to come to the back of the plane and tells me that my behavior is unappropriate?????????? I said WHAT? I was coloring with my daughter (Boyfriend always reads and falls asleep) SO, I said what behavior??? She said what my boyfriend and I are doing is making other passengers uncomfortable............. HE WAS ASLEEP and I was coloring with my 8yr old daughter. I looked at her and said are you serious ?? Do you have the wrong person??? SHe said NO and if you don't stop it we will move you ... I told my boyfriend and he too said WHAT??? We were not doing anything strange or inappropriate .... Who knows maybe the "waitress in the sky" was thinking I was someone else and she was going to take it out on me............STRANGE...
Posted By Nancy on July 27, 2008, 3:29 PM