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| - Atrocious Customer Service
Sunday 7/24/16 Flight AA2372 ORD to LAS (Gate H5) 8:05pm Departure delayed due to weather conditions (normal understanding) . Boarded plane and found out that we only had one pilot. I believe we did not take off until 11-11:30pm. I over heard an older couple talking about the lady at the gate desk and how rude she was.
Passengers were just trying to get updates so they can inform their families of the eta. But the when one passenger explained he was asking because someone is waiting to pick him up in LV the employee replied "I got my own problems." Another passenger said the lady told her "We dont know where the plane is Right now".
One of the flight attendants was very sarcastic and condescending. A passenger in my row asked her if she had an estimated time of take off, and she replied, " Weeell, the second pilot is heeerree, and the door has be clooosed and locked , sooo it should be any moment now." She said this in a very sarcastic tone with a bitter smile.
Once we landed in las vegas the plane was pulling into the gate and a passenger stood up and pulled his bag out of the overhead while the plane was still moving! (Dumb) But the male flight attendant (European or Australian accent) yelled over the intercom "Sit Down!" Should he have said "Sir, please sit down"?
We sat on the plane for maybe about 15min or longer waiting for the walkway so they could open the door.
And once we were exiting the plane the older couple that sat near me (28B 28C) voiced that they'd not be flying with AA ever again. The male flight attendant sarcastically replied, "Sorry to hear that, we cant control thunder storms." (??? We waited for a pilot for 40 min!) Thats rude. Then we got to the door and they told the pilot and that same female flight attendant the same and that they had a bad experience and the female flight attendant says , " Thank you, thats so kind."
As I was waiting to get on the tram at lv airport I had an encounter with a mother and her 5yr old son. She said she asked the ladies at the counter if they could get seats together and the attendants told her he'd be fine by himself. She was not comfortable with that and had to argue until they helped her. What if he had asthma or something and needs mom to be there if something happens? So inconsiderate.
Im work in customer service and i deal with older sickly or even dying patients all day. I have to say as a patient and customer advocate i was completely EMBARRASSED . I would never want my company to be represented by people like the employees we met at AA Sunday night.
You have to understand passengers are cranky, tired, anxious, worried, they want to go home , they have people waiting for them at passenger pick up. you can't just treat them so rudely.
I am fully appalled by the behavior and treatment from the employees of Sunday nights flight 2372. I hope this incident will be evaluated by the right people and those flight attendants will be spoken too about customer service and what exceptional customer service looks like in chaotic situations such as delays and fidgety passengers. I don't think I'd like to fly with AA again either after what I witnessed from this Crew.
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