In reference to Joseph Messina, Jr.'s complaint to the employee at the gate check-in, I would think twice about patronizing a company who wouldn't take my complaints seriously. I think it is abominable that he made fun of Mr. Messina's concern no matter what his personal opinions of him were. What he did was the height of unprofessionalism. A joke at any person's expense shows a lack of respect and compassion for travelers in a time of high stress. Quality of customer service is more important to those who are unhappy than it is for those who are happy. It's easy to give QUALITY OF SERVICE to those who think the way we do. The challenge and the higher professionalism comes from giving excellence to those who DON'T appreciate it. The gentleman at the gate had an opportunity to be cream and rise to the top. Instead, he soured and may possibly turn away business from people like me who don't tolerate incompetence.
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