Really?

31 Mar Really?

I’m sitting in Las Vegas waiting for my plane to arrive to take me home. The screen says “Pos Wth Dly” Folks are curious what that means. (I did Cryptograms as a kid so I figured it says Possible Weather Delay.) A mom here is a little upset. Visibly shaken she worries about getting home to pick up her two daughters.
She steps up to the desk as a young man steps behind it. She waits for a moment. he doesn’t acknowledge her, he types at the computer.
It is clear from her face she is a little emotional.
She finally interupts his typing and not looking and asks sweetly, almost sheepishly, “um, are we leaving as scheduled.”
He doesn’t even look up.
“Maam, I haven’t even signed into the computer yet. I will make an announcement when I do.”
Really? This is my first time flying Virgin America and I do admit I had some high expectations.
I suppose the RED means embarrass your customers and your brand by lacking human feeling.
aaah. he just gave the announcement. He did a great job educating us though on WHY the weather delay happens in SFO. That he did a great job of. Really, he did a great job. I just wish he would see the people in front of him and say it different. “I’m checking into it…. I’ll make an announcement in just a second… promise….”

A microphone made him nicer and approachable. For those of us sitting around him… we don’t like him because he was rude to a worried mom.

Richard – teach your people to reduce anonymity.

🙂