02-16-2010
02:33 AM
After watching the Television series Airline, which is all about SW and available on netflix streaming, it shows a pretty clear indication of the problem with SW. Some of the customer service people are fantastic in how they deal with issues like this: drunks, children, unruly customers and the obese. They are kind and gracious ( check out the supervisor who deals with the Alzheimer's man who has soiled himself) in dealing with embarrassing situations.
However, not all of them are kind and there is an obvious need for sensitivity training with many of them- especially those not in a supervisory position.
It also shows the incredible arbitrary decisions that are made depending on who you talk to and that occurs in different cities- problems with one city's agents okaying something and then during a lay over, the second city does not okay it- problems with someone letting this drunk on a flight and then someone else not. Or boarding a group of drunk cute girls because they "appear" to be not that obnoxious and then deciding the guy with them might be okay and board him but 5 minutes later pull him because he might vomit later. Allowing a gospel group to sing loud songs at the encouragement of the crew inflight may not be appreciated by the whole flight.
This is the crux of the issue. SW needs to seriously get everyone on the same page and make sure everyone knows it and follow set policy. Obviously there are exceptions that should be made,but drunk is drunk and if you are worried about someone vomiting inflight, the cute girl can vomit just as much as the guy. Someone's overwhelming perfume is just as bad as someone's body odor.
There needs to be more consistency here and it needs to happen now.
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