| rev:text
| - After using Park 'N Fly in July, I exchanged several emails with assistant manager Colleen Cosgrove and was sure with her guidance that I would have a successful experience when flying this time in November. Oh my goodness, it was just the opposite.
In Colleen's email, she stated "next time you pull on the lot, you would only need to show the driver your handicapped placard and we will transport you directly to the upper level check in, in your own vehicle." When I pulled into the lot on November 15, the woman driving the closest shuttle motioned what aisle to park in. I held up the placard, and she pointed to the handicapped area of the parking lot. It took quite a bit to get her attention to explain what Colleen had informed me. She really couldn't be bothered and told me to drive over to the office. Well, like I know what little building is the office. After sitting near what might have been the office for maybe 5 minutes, I gave up and started driving out to the main entry aisle. Someone was coming out then to meet me. She seemed a little confused, but we got up to the terminal and she took my keys and headed back to the lot.
Upon returning from Texas, that is when things got really bad. Colleen had stated in the email "you would only need to call the office for pickup on your return trip". I did that and the girl (Rianna) who answered the phone had no clue what I was talking about. She had never heard of picking up the customer at the terminal with the customer's own vehicle. She asked me to call back in 5 minutes so she could call her supervisor. I don't know why she didn't offer to call me instead. When I spoke with her the second time, she still was pretty clueless. I asked her where I should have the United attendant who was pushing my wheelchair take me. I don't remember all the comments she made in her confusion, but she told me to go to the Limo Lot and wait at the door. After quite some time, I saw a shuttle go past but it didn't stop. No sign of my own vehicle as I was expecting. After a few more minutes, that shuttle driver came in while I was still talking to Rianna to find out what the problem was. The shuttle driver could not have been kinder. She took over and everything was fine then.
However, Colleen's email comment of "I hope that next time you return to us we can alleviate some of the stress of travelling" did not come true. Instead, it was one of the most stressful airport experiences ever. My suggestion is when providing this very needed service, you need to be very specific about where the customer should wait for the driver, and most importantly, all employees need to know about this service and how to execute the plan.
|
![[RDF Data]](/fct/images/sw-rdf-blue.png)
![[cxml]](/fct/images/cxml_doc.png)
![[csv]](/fct/images/csv_doc.png)
![[text]](/fct/images/ntriples_doc.png)
![[turtle]](/fct/images/n3turtle_doc.png)
![[ld+json]](/fct/images/jsonld_doc.png)
![[rdf+json]](/fct/images/json_doc.png)
![[rdf+xml]](/fct/images/xml_doc.png)
![[atom+xml]](/fct/images/atom_doc.png)
![[html]](/fct/images/html_doc.png)