Diary of an Airline Customer Service Agent: Part Two

Each quarter, certain airlines put together a list of customer complaints. These lists are given to reservations agents and management so they can know where to improve and better solve customer problems.

The following is a selection of some of these 100% actual customer comments. (XYZ has been added to protect business integrity) The usual "psgr cannot understand our India agents" comments have been excluded for some more unusual ones.

1. Psgr stated he wants Johnny Walker Black brand scotch on flt, cannot stand cheap Dewar's brand scotch XYZ carries now. He is seriously considering changing airlines because of this.

(If you can't get help at Charter, please, get help somewhere)

2. Psgr was with his small children. They sat in 14 abc (no flight given) with a 60 year old man in seat 13d. The man was using his laptop and was viewing naked photos of underage children. Psgr would like XYZ to not allow this.

(I would assume most politicians would call for the immediate removal of seat 13D)

3.Psgr stated there was a medical incident of flt 71 17jun. A elderly passenger blacked out. She is a registered nurse. She and the doc in her group assist psgr using the medical kit onboard. The doc was unable to hear blood pressure due to aircraft noise.

(I guess you're just going to have to "wing" it, har har)

4. Psgr stated some of XYZ on hold music sounds like the music the Nazi's played during WWII era. She feels any elderly person that was born during or before that time would be extremely offended by the on hold music.

(At least it's not Brittany Spears)

5.On a recent flight psgr noticed the salad dressing has changed from "naturally fresh" brand to something really generic, like Kraft. He prefers the better brands of dressing.

(Perhaps spending some quality time with loved ones is in order)

6. PSGR stated while flying he looked out window and noticed on wing, 3 rusted screws all in a row. He was concerned that proper maintenance was not being done or that there was a problem that made the screws rust.

(Steve was off that day)

7. Psgr stated is feed up with regional jet service and will go to Continental if XYZ doesn't quit with them. He does not do regional jets.

(Good idea, last I heard Continental runs only 747's)

8.PSGR stated that we should not hire cheap pilots. We need to cut costs somewhere else. The hold time for res is to long. The web site is too hard to use.

(Here's a secret, if you tip the pilot, he flies better)

9. Psgr stated he works as a liaison with the government and the airports he was concerned when at atl there was a delayed flt 4126/1jul the agents were not keeping the psgrs updated. He also saw a person that was not in uniform enter the secured area.

(Probably seen too many episodes of Perry Mason)

10.Psgr stated he is a Dr. and gave medical attention to psgr on flt 774/ 21Oct. He is upset that XYZ will not compensate him for services.

(It's those greedy insurance companies)

11.Psgr ate something that disagreed w/him, causing him to have to go to the restroom several times. In the process, he soiled his pants. Felt bad because there was nothing available to protect the seat. Suggests plastic apron or something similar to protect seats.

(It's probably that generic Kraft dressing.)

This truly only scratches the surface, and although these complaints probably aren't the most outrageous airline experiences we've ever had, it's just funny that these folks actually took the time to sit down and write. Part three? You never know. One thing is for sure, there is no lack of great material.