Comments on: Revenge of the ticket agents: 4 secret ways airline employees even the score http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/ Consumer advocate Christopher Elliott's site. Fri, 10 Feb 2012 05:25:00 +0000 hourly 1 http://wordpress.org/?v=3.3.1 By: Diverd1 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-68897 Diverd1 Sat, 23 Apr 2011 17:58:00 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-68897 As a former counter & gate agent, you be nice to me i'll be nice to you. If you have a problem, i'll be more than happy to help you. As an airline traveler your ticket is not a ticket, it is a contract. read term's and condition's of carriage. Because every time you buy a ticket you agree to it. I no body read's that stuff, well you should. As a former counter & gate agent, you be nice to me i’ll be nice to you. If you have a problem, i’ll be more than happy to help you. As an airline traveler your ticket is not a ticket, it is a contract. read term’s and condition’s of carriage. Because every time you buy a ticket you agree to it. I no body read’s that stuff, well you should.

]]> By: Diverd1 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-68898 Diverd1 Sat, 23 Apr 2011 17:58:00 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-68898 As a former counter & gate agent, you be nice to me i'll be nice to you. If you have a problem, i'll be more than happy to help you. As an airline traveler your ticket is not a ticket, it is a contract. read term's and condition's of carriage. Because every time you buy a ticket you agree to it. I no body read's that stuff, well you should. As a former counter & gate agent, you be nice to me i’ll be nice to you. If you have a problem, i’ll be more than happy to help you. As an airline traveler your ticket is not a ticket, it is a contract. read term’s and condition’s of carriage. Because every time you buy a ticket you agree to it. I no body read’s that stuff, well you should.

]]> By: Michelle C http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-38545 Michelle C Sat, 01 May 2010 23:02:11 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-38545 I have also been the "victim" of the revenge gate agent. I (politely) disagreed with something a gate agent said, and his reply was that there are too many carry on bags and so I would have to gate check mine. No, it was not over sized, and It was a 757 so the small plane issue was not a factor. Oh well. My bag arrived and was intact. In the end I'm a nicer person, and the airline had already been polite by changing my flight without it costing me 150.00. I choose my battles and this isn't one of them. I have also been the “victim” of the revenge gate agent. I (politely) disagreed with something a gate agent said, and his reply was that there are too many carry on bags and so I would have to gate check mine. No, it was not over sized, and It was a 757 so the small plane issue was not a factor. Oh well. My bag arrived and was intact. In the end I’m a nicer person, and the airline had already been polite by changing my flight without it costing me 150.00. I choose my battles and this isn’t one of them.

]]> By: Scooter http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-37551 Scooter Tue, 13 Apr 2010 20:20:59 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-37551 A word on the positive - Leaving Hartfield in Atlanta, I found my flight cancelled due to storms the night before. I looked around and realized the floor was thick with travellers that had been stranded all night - I felt doomed. I waited patiently in line to get a flight, and the agent's first pass had me leaving 6 hours later to a destination 1500 miles out of the way of my home, where I would wait another 4 hours for a connecting flight. Nearly in tears, I plucked up the courage to ask if there was anything more direct and\or earlier. Without pause, the agent checked again - and found a direct flight, leaving in less than 3 hours. "But," he said, "That's first class. Will that be OK?" Oh, yes. That will be just fine. Another recent flight found me losing my Driver's License after leaving security. I didn't find out until I was trying to rent a car 2500 miles away. Luckily my wife was along and handled the general affairs, leaving me to worry only about how to get through security on the way home without any official ID. Although the Airport & Airline were very, very discouraging about my prospects for getting home, TSA said it happens all the time, and were thorough & curteous about getting me cleared - and no, I did not get super-screened. A word on the positive –
Leaving Hartfield in Atlanta, I found my flight cancelled due to storms the night before. I looked around and realized the floor was thick with travellers that had been stranded all night – I felt doomed. I waited patiently in line to get a flight, and the agent’s first pass had me leaving 6 hours later to a destination 1500 miles out of the way of my home, where I would wait another 4 hours for a connecting flight. Nearly in tears, I plucked up the courage to ask if there was anything more direct and\or earlier. Without pause, the agent checked again – and found a direct flight, leaving in less than 3 hours. “But,” he said, “That’s first class. Will that be OK?”
Oh, yes. That will be just fine.

Another recent flight found me losing my Driver’s License after leaving security. I didn’t find out until I was trying to rent a car 2500 miles away. Luckily my wife was along and handled the general affairs, leaving me to worry only about how to get through security on the way home without any official ID. Although the Airport & Airline were very, very discouraging about my prospects for getting home, TSA said it happens all the time, and were thorough & curteous about getting me cleared – and no, I did not get super-screened.

]]> By: Scot http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-37541 Scot Tue, 13 Apr 2010 16:08:05 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-37541 I was flying from Columbia, SC, to LA on Delta with a transfer in Atlanta. Myself as well as another passenger were called up to the counter and told that they were overbooked and would we be interested in taking a flight routed through Cincinnati with an upgrade to first class for the leg from Cincinnati to LA. We would arrive only 10 minutes later than originally scheduled. Sounds good so both of us agreed. When we got to Cincinnati, we found out that the connecting flight as well as our first class upgrade was cancelled; we would have to fly standby on the next flight if there was room. A couple of hours later, I was finally boarded and seated in between two sweaty fat guys - not quite first class - and reached LA much later than expected having missed a dinner meeting and a chance to see the Dodgers. Thanks Delta. I was flying from Columbia, SC, to LA on Delta with a transfer in Atlanta. Myself as well as another passenger were called up to the counter and told that they were overbooked and would we be interested in taking a flight routed through Cincinnati with an upgrade to first class for the leg from Cincinnati to LA. We would arrive only 10 minutes later than originally scheduled. Sounds good so both of us agreed. When we got to Cincinnati, we found out that the connecting flight as well as our first class upgrade was cancelled; we would have to fly standby on the next flight if there was room. A couple of hours later, I was finally boarded and seated in between two sweaty fat guys – not quite first class – and reached LA much later than expected having missed a dinner meeting and a chance to see the Dodgers. Thanks Delta.

]]> By: yuntahn http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-37537 yuntahn Tue, 13 Apr 2010 15:34:06 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-37537 We were flying Delta back to Florida upon the conclusion of our honeymoon. At LAX on a crowded Sunday our self-serve ticket machine wasn't working and neither of the two agents were giving us any attention. Though we'd gotten to the airport 3 hours prior, the unusually long wait made us frantic as the zero hour approached. So I finally got the attention of one of the ticket agents and begged for her help. I understand how frustrated she must have been--there were at least 300 people circulating through the line at any time, and it was her and one other having to deal with all that stress. She got our paperwork and we hit a snag--b/c we'd been in line so long, they our bags could not be put on the flight with us. I insisted that, through no fault of our own, we were too late according to their policy and that I did not wish to return to our airport (2 hour round trip from my home) to pick up bags. The exchange did not go pleasantly, though I didn't raise my voice or curse. I said, very sternly, "you've GOT to help us." She then looked dead at me and said, "I don't have to DO anything." and ripped up our still warm, freshly printed boarding passes in front of my nose. I had to be physically restrained from coming across the counter at her, and I was threatened to be reported to TSA because I had the audacity to get irate at her action. My wife, ever the cooler head, was able to get the other agent to reprint our passes and we had to run to the security area, then to the gate with literally about a minute to spare before the plane disembarked. The kicker is that we when we got there, the plane was not even cleaned from the previous flight and we ended up waiting for another hour, when all the info boards within the airport indicated it was On Time. Our bags made the flight and we actually got home on time, thanks to a tail wind. All that strife for what? I am confident the agent knew the status of the flight but chose not to assuage our tension. We were flying Delta back to Florida upon the conclusion of our honeymoon. At LAX on a crowded Sunday our self-serve ticket machine wasn’t working and neither of the two agents were giving us any attention. Though we’d gotten to the airport 3 hours prior, the unusually long wait made us frantic as the zero hour approached. So I finally got the attention of one of the ticket agents and begged for her help. I understand how frustrated she must have been–there were at least 300 people circulating through the line at any time, and it was her and one other having to deal with all that stress. She got our paperwork and we hit a snag–b/c we’d been in line so long, they our bags could not be put on the flight with us. I insisted that, through no fault of our own, we were too late according to their policy and that I did not wish to return to our airport (2 hour round trip from my home) to pick up bags. The exchange did not go pleasantly, though I didn’t raise my voice or curse. I said, very sternly, “you’ve GOT to help us.” She then looked dead at me and said, “I don’t have to DO anything.” and ripped up our still warm, freshly printed boarding passes in front of my nose. I had to be physically restrained from coming across the counter at her, and I was threatened to be reported to TSA because I had the audacity to get irate at her action. My wife, ever the cooler head, was able to get the other agent to reprint our passes and we had to run to the security area, then to the gate with literally about a minute to spare before the plane disembarked.

The kicker is that we when we got there, the plane was not even cleaned from the previous flight and we ended up waiting for another hour, when all the info boards within the airport indicated it was On Time. Our bags made the flight and we actually got home on time, thanks to a tail wind. All that strife for what? I am confident the agent knew the status of the flight but chose not to assuage our tension.

]]> By: Dave http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-37532 Dave Tue, 13 Apr 2010 14:37:31 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-37532 I got into a discussion with the counter agent at Suva, Fiji, where we had been stuck for hours and were to board another small plane for the island of Kadavu. The small airline is Pacific Sun, whose policy is that if you came in on the international carrier, Air Pacific, you don't pay for up to 2 bags. Since we had been stuck it wasn't clear that I had. After I had appealed, successfully, to a supervisor, the agent proceeded to tag my bags, and those of my 4 fellow travelers, to another island 100 miles in the other direction. Coincidence? Maybe. The Fijians are very nice people in general, and the discussion certainly had been polite. I admit I flunked Traveler 101 by not noticing the tags that were affixed to my bags (a mistake I won't repeat) but I was flustered by the conflict and wanted to get away from the counter before someone noticed the carryon stuff I had. I got into a discussion with the counter agent at Suva, Fiji, where we had been stuck for hours and were to board another small plane for the island of Kadavu. The small airline is Pacific Sun, whose policy is that if you came in on the international carrier, Air Pacific, you don’t pay for up to 2 bags. Since we had been stuck it wasn’t clear that I had. After I had appealed, successfully, to a supervisor, the agent proceeded to tag my bags, and those of my 4 fellow travelers, to another island 100 miles in the other direction. Coincidence? Maybe. The Fijians are very nice people in general, and the discussion certainly had been polite. I admit I flunked Traveler 101 by not noticing the tags that were affixed to my bags (a mistake I won’t repeat) but I was flustered by the conflict and wanted to get away from the counter before someone noticed the carryon stuff I had.

]]> By: John H http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-37523 John H Tue, 13 Apr 2010 11:29:57 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-37523 My last flight experience was a nightmare. Continental had an equipment issue and re-booked me on a USAir flight. Three hours later, when I politely appeared for the USAir flight I was told it was full and denied boarding. No offer of a hotel room, dinner, anything. I would up renting a car and driving home. The airline folks (and this is not just the greedy CEO's, but the folks on the floor) have completely misjudged the amount of BS the public will put up with. I'll fly when I absolutely have to, but half the time I'll webex or drive. The airlines are missing huge revenue opportunities with their sour service. My last flight experience was a nightmare. Continental had an equipment issue and re-booked me on a USAir flight. Three hours later, when I politely appeared for the USAir flight I was told it was full and denied boarding. No offer of a hotel room, dinner, anything. I would up renting a car and driving home. The airline folks (and this is not just the greedy CEO’s, but the folks on the floor) have completely misjudged the amount of BS the public will put up with. I’ll fly when I absolutely have to, but half the time I’ll webex or drive. The airlines are missing huge revenue opportunities with their sour service.

]]> By: SAL http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-37517 SAL Tue, 13 Apr 2010 04:48:44 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-37517 I noticed that these horror stories almost always take place with North American carriers, particularly US carriers. The truth of the matter is, the North Am carriers have inferior service, power-abusing unions, and absolutely horrible training. Much like the North Am auto industry, the only reason the airline industry in US and Canada survived as long as they did it's because of a large domestic market (captive and monopolized market at that for the airlines). At least with the auto industry, you can buy European or Japanese. One would think that with the economy that way it is, these airline workers would try to be a little nicer and work a little harder to keep their jobs. I noticed that these horror stories almost always take place with North American carriers, particularly US carriers. The truth of the matter is, the North Am carriers have inferior service, power-abusing unions, and absolutely horrible training. Much like the North Am auto industry, the only reason the airline industry in US and Canada survived as long as they did it’s because of a large domestic market (captive and monopolized market at that for the airlines). At least with the auto industry, you can buy European or Japanese. One would think that with the economy that way it is, these airline workers would try to be a little nicer and work a little harder to keep their jobs.

]]> By: formerWaitron http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-37499 formerWaitron Mon, 12 Apr 2010 20:03:28 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-37499 MrBadExample, I've always had the same thoughts about waiters and waitresses. Why would you give someone a hard time who has your food behind closed doors? They usually have your credit card off somewhere where you can't see too. The potential for mischief is just too great. Believe me, I know. MrBadExample,

I’ve always had the same thoughts about waiters and waitresses. Why would you give someone a hard time who has your food behind closed doors? They usually have your credit card off somewhere where you can’t see too. The potential for mischief is just too great. Believe me, I know.

]]> By: Bob in Seattle http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-37488 Bob in Seattle Mon, 12 Apr 2010 18:39:33 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-37488 I got the once over from a US Airways gate agent in Philadelphia. This was soon after 9/11 when they had security people at each gate to do an additional search. He was rude and downright abusive to the passengers. And when it got to the time board he was yelling at people. I'd go as far as saying he was emotionally unbalanced. When it came time to board he grabbed my boarding pass and I made the mistake of saying to me, "Having a bad day?" He then tore into me and sent me to the security screeners. Didn't matter that I was platinum and flying first class. Fortunately an off the clock pilot was right behind me and witnessed the whole thing. I filed a complaint (in writing) with the airline. Names, witnesses, the whole thing. Got a form letter in response. I wonder if that guy is still working there or if he's been sent to an institution. I got the once over from a US Airways gate agent in Philadelphia. This was soon after 9/11 when they had security people at each gate to do an additional search. He was rude and downright abusive to the passengers. And when it got to the time board he was yelling at people. I’d go as far as saying he was emotionally unbalanced. When it came time to board he grabbed my boarding pass and I made the mistake of saying to me, “Having a bad day?” He then tore into me and sent me to the security screeners. Didn’t matter that I was platinum and flying first class. Fortunately an off the clock pilot was right behind me and witnessed the whole thing.
I filed a complaint (in writing) with the airline. Names, witnesses, the whole thing. Got a form letter in response.
I wonder if that guy is still working there or if he’s been sent to an institution.

]]> By: Kathie in Mexico http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-25222 Kathie in Mexico Fri, 09 Oct 2009 18:19:50 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-25222 I usually take a Xanax about an hour before we leave for the airport. Then I take another as we're in the boarding process. By now I am a zombie. But I always, always, always smile nicely to whoever is wearing anything that looks like a uniform and I say "How lovely to be aboard today!" I ALSO FLY COMMANDO! I have a series of long dresses that go to my ankle; I wear them and sandals (which I immediately remove) to go through screening. AND NOTHING ELSE! Since I've had a mastectomy this makes the dress hang weirdly but I don't care at this point. I take off every bit of jewelry, including the earrings in my pierced earrings, and put them in my purse. Then I sit in my assigned seat and pass out. And remain there until we get to where we're going. I also helps that I don't live in the US and NEVER fly a US flagged carrier. It costs more but Delta, et al, don't deserve any of my money. Yeah, yeah, yeah, I know I'm crazy but what the hey? Sincerely Kathie in Mexico I usually take a Xanax about an hour before we leave for the airport. Then I take another as we’re in the boarding process. By now I am a zombie. But I always, always, always smile nicely to whoever is wearing anything that looks like a uniform and I say “How lovely to be aboard today!”
I ALSO FLY COMMANDO! I have a series of long dresses that go to my ankle; I wear them and sandals (which I immediately remove) to go through screening. AND NOTHING ELSE! Since I’ve had a mastectomy this makes the dress hang weirdly but I don’t care at this point.
I take off every bit of jewelry, including the earrings in my pierced earrings, and put them in my purse.
Then I sit in my assigned seat and pass out. And remain there until we get to where we’re going.
I also helps that I don’t live in the US and NEVER fly a US flagged carrier. It costs more but Delta, et al, don’t deserve any of my money.
Yeah, yeah, yeah, I know I’m crazy but what the hey?
Sincerely
Kathie in Mexico

]]> By: Ronda http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-24126 Ronda Sun, 13 Sep 2009 22:32:18 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-24126 I find it very amusing. i personally dont think its the right thing to do to costomers but sometimes those costomers deserve it... many costomers have a good reason for whatever they're complaining about and are polite and in return they get an agent who is polite back and most of the times can rectify it. but there are also quite a few costomers who nitpick and want special treatement and are rude to flight attendents, and other airline employees. no one wants to help someone who is being rude. even if they're complaint is legit. i can understand why some airlines employees might want to inflict some "pain" on these people. personally, i'll stay on airline employees good sides and if i do have issues that can't be fixed or rude costomer service, i'll wait till i'm in hte safety of my nhouse to make my complaints I find it very amusing. i personally dont think its the right thing to do to costomers but sometimes those costomers deserve it… many costomers have a good reason for whatever they’re complaining about and are polite and in return they get an agent who is polite back and most of the times can rectify it. but there are also quite a few costomers who nitpick and want special treatement and are rude to flight attendents, and other airline employees. no one wants to help someone who is being rude. even if they’re complaint is legit. i can understand why some airlines employees might want to inflict some “pain” on these people.
personally, i’ll stay on airline employees good sides and if i do have issues that can’t be fixed or rude costomer service, i’ll wait till i’m in hte safety of my nhouse to make my complaints

]]> By: tripletma http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-6227 tripletma Thu, 15 Nov 2007 12:41:46 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-6227 My husband got the "special" search at the small Reno airport. At first he thought that it was just the security people at the gate who did it, but I had seen the ticket agent put the SSSSS across the top of his ticket. We had gone out to Lake Tahoe with a gambling junket and on the way back had to wait in line a long time as there was only one and then two ticket agents. We had flown out on a small plane with groupings of 2 seats and a lot of couples had to sit apart. My husband just asked if it was possible if we could sit together on the way back. She rolled her eyes, made the change and then put the SSSSS on the top. Random? I don't think so!! My husband got the “special” search at the small Reno airport. At first he thought that it was just the security people at the gate who did it, but I had seen the ticket agent put the SSSSS across the top of his ticket. We had gone out to Lake Tahoe with a gambling junket and on the way back had to wait in line a long time as there was only one and then two ticket agents. We had flown out on a small plane with groupings of 2 seats and a lot of couples had to sit apart. My husband just asked if it was possible if we could sit together on the way back. She rolled her eyes, made the change and then put the SSSSS on the top. Random? I don’t think so!!

]]> By: MrBadExample http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/comment-page-1/#comment-6121 MrBadExample Thu, 08 Nov 2007 13:35:12 +0000 http://www.elliott.org/the-travel-critic/revenge-of-the-ticket-agents-4-secret-ways-airline-employees-even-the-score/#comment-6121 This is why I never understood why people give a ticket agent a hard time. Your reservation is in their hands so start by being nice. I always use Yes Ma'am and Yes Sir when I deal with the ticket counter. However I do look at name tags, the position number and physical description and memorize them. You can raise 42 kinds of heck later when you're in your hotel at your destination. Besides one rogue agent isn't your only source or opportunity to complete your request for a different or "better" seat. A well written letter or fax will often get you some compensation. A complaint filed with the DOT will attract some attention as well. You have to pick the time and the place to fight the battle and in line hoping to get where you're going isn't the the time or the place. This is why I never understood why people give a ticket agent a hard time. Your reservation is in their hands so start by being nice. I always use Yes Ma’am and Yes Sir when I deal with the ticket counter.

However I do look at name tags, the position number and physical description and memorize them. You can raise 42 kinds of heck later when you’re in your hotel at your destination. Besides one rogue agent isn’t your only source or opportunity to complete your request for a different or “better” seat.

A well written letter or fax will often get you some compensation. A complaint filed with the DOT will attract some attention as well.

You have to pick the time and the place to fight the battle and in line hoping to get where you’re going isn’t the the time or the place.

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