My wife Melanie Hanlon and I had an unhappy flight this afternoon coming home from Ft. Myers Florida.
There were two flight attendants on board, a very nice and helpful woman named Joyce, and a very unpleasant blonde woman who didn't wear a name tag. She was abrupt and rude to me on several occasions during the flight.
I got up to use the bathroom but apparently the seatbelt light was on. It was a smooth flight and at this point well under way. In my experience, people are generally allowed to relieve themselves if needed even if the light is on. If not, I expect to be asked nicely to return to my seat.
I approached the bathroom where the blonde attendant was and asked how I could tell if the bathroom was empty, and she said very abruptly, "You must return to your seat at once sir, the seat belt light is on! I just made another announcement." If so I hadn't heard it.
After 10-15 minutes when the light went out, the same attendant was in the galley by the bathroom. I reached for the bathroom door and she said, "Someone's in there!" in an abrupt tone. I asked her how I could tell and she looked at me uncomprehending. I asked again how I could tell and she tapped a wall and pointed to a light. (I never did figure out how to interpret the light.) She then demanded I stand in the isle while I waited. I backed up out of her way but again she demanded I stand in the aisle instead of to the side of the bathroom, apparently I was in her way. I took a step back into the aisle and waited.
After I'd used the bathroom the attendant was in the aisle between me and my seat. I didn't wait in the aisle because that would block her when she backed up, so I waited in the galley. When she saw me she demanded to know where my seat was. I said "In front of the cart." She backed the cart up into the galley and stared at me not saying anything. I went back to my seat.
My wife told me the same attendant had missed servicing our seat and had to be waved down for a beverage. My wife got a drink but I never did. Other people were missed as well.
During the flight I watched when the seatbelt light was turned on as other passengers walked about using the bathroom without being scolded.
At the end of the flight, again abruptly, the same attendant demanded I bring my seat back upright, a seat I'd never adjusted. I leaned forward and pushed the button but the seat stayed where it was. A moment later Joyce, the other flight attendant, asked me to bring my seat forward. I explained I'd already done that but Joyce asked me to lean forward. She then manually pushed my seat back upright. Apparently it had slipped back during the flight and the mechanism didn't respond when I pressed the button to raise it. Joyce was helpful and nice, and a dramatic contrast to the horrible attitude of the other attendant.
I'm not a novice flyer. In my experience, once a flight is underway and is going smoothly, getting up to use the bathroom when the seatbelt light is on is generally allowed. And if I need to go back to my seat, I expect the flight attendant to tell me so in a courteous manner.
This is unacceptable. I'm not looking for anything, but I want an answer to a question. These are difficult and competitive days for the airline industry. As a traveler I expect to be treated with professionalism and courtesy. My question is this. With so many other airlines on which to fly, why would I choose to fly Delta again?
DELTA AIRLINES' RESPONSE TO ME SENT AT 5:20AM WEDNESDAY
Dear Mr. Hughes,
RE: Case Number 6139917
Thank you for your comments. On behalf of Delta Air Lines and Delta Connection carrier, Shuttle America, I sincerely apologize for the poor customer service received from one of our flight attendant while traveling with us.
After reading your comments, I certainly understand why you wanted to bring this matter to our attention. We expect our flight attendants to be helpful and professional at all times. Excellent customer service is the key to our success and your comments and observations are helpful in ensuring we maintain our goal of providing this level of service. We will make every effort to prevent anything similar from happening again. Please accept our apology for the poor impression, and we welcome further opportunities to be of service. I am truly sorry you did not receive the service you expected and should have received.
That said, we also appreciate your kind comments regarding the service received from another flight attendant, Joyce. We believe our team members are our most important assets, and I am happy to learn our flight attendant exceeded your expectations. Please know I will be sharing all your comments with our responsible leadership team.
However, as a gesture of apology for the poor customer service received, I have issued an Electronic Transportation Credit Voucher (eTCV) in the amount of $50.00 for each passenger. Please note the voucher number and associated Terms and Conditions will be arriving in a separate email. I encourage you to add Delta Air Lines to your receiver list so the voucher document is not misdirected to your spam folder. Please keep the voucher number and the Terms and Conditions since the number is required for redemption. It is also important to remind you that there is no Direct Ticketing fee for reservations confirmed online at delta.com.
Mr. Hughes, I want to thank you, again, for writing regarding the poor customer service received while traveling with us. We appreciate your interest in our company and look towards your future travel with us.
Sincerely,
Michelle M. Matthews
Coordinator, Corporate Customer Care
Delta Air Lines
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I figure if you got nothing to lose, why not speak up?
(I'd love to hear from you. Feel free to comment.)
RE: Case Number 6139917
Thank you for your comments. On behalf of Delta Air Lines and Delta Connection carrier, Shuttle America, I sincerely apologize for the poor customer service received from one of our flight attendant while traveling with us.
After reading your comments, I certainly understand why you wanted to bring this matter to our attention. We expect our flight attendants to be helpful and professional at all times. Excellent customer service is the key to our success and your comments and observations are helpful in ensuring we maintain our goal of providing this level of service. We will make every effort to prevent anything similar from happening again. Please accept our apology for the poor impression, and we welcome further opportunities to be of service. I am truly sorry you did not receive the service you expected and should have received.
That said, we also appreciate your kind comments regarding the service received from another flight attendant, Joyce. We believe our team members are our most important assets, and I am happy to learn our flight attendant exceeded your expectations. Please know I will be sharing all your comments with our responsible leadership team.
However, as a gesture of apology for the poor customer service received, I have issued an Electronic Transportation Credit Voucher (eTCV) in the amount of $50.00 for each passenger. Please note the voucher number and associated Terms and Conditions will be arriving in a separate email. I encourage you to add Delta Air Lines to your receiver list so the voucher document is not misdirected to your spam folder. Please keep the voucher number and the Terms and Conditions since the number is required for redemption. It is also important to remind you that there is no Direct Ticketing fee for reservations confirmed online at delta.com.
Mr. Hughes, I want to thank you, again, for writing regarding the poor customer service received while traveling with us. We appreciate your interest in our company and look towards your future travel with us.
Sincerely,
Michelle M. Matthews
Coordinator, Corporate Customer Care
Delta Air Lines
-----
I figure if you got nothing to lose, why not speak up?
(I'd love to hear from you. Feel free to comment.)
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