They told us, often angrily, to cancel their flights so they could rebook with airlines that had options they needed at the moment. I can't tell you how many customers didn't wait for us to accommodate them. One customer I interacted with missed their wedding rehearsal when their airline canceled the day's last flight to Las Vegas. This past weekend alone felt like a lifetime of shifts. We have to stick to the rules, even when it isn't convenient for anyone involvedįlyers really don't understand that the airlines can delay their flights, which means that they should think of backup options the day before. All of his valuables were in there, but he was one of around 30 people in line that day alone that were understandably upset about their lost luggage. I'm not even sure if the elderly customer I helped whose luggage left without him got his belongings back. Because of the seemingly endless delays, we had to reroute scores of luggage. I was working down in baggage claim - every shift we rotate to different stations at the airport - during the last-minute summer trips before people started coming back to school this past weekend. We told him, "You need to calm down as soon as possible, sir."īut I do want to help. It's almost like a scare tactic because we don't know what these people are going to do in these types of situations it was frightening because he was slamming his hand on the table. As a result, we had to bring over a police officer and their dog. The man was not happy when we informed him that it was too late for us to check in his party we have a policy to abide by. Recently, a man and his family - the group looked to have around 13 people in total - arrived far too late to check in for their 8 a.m. I've dealt with my fair share of " Karens" and " Kens" who don't understand that we have to comply with FAA regulations for everyone's safety. It's a universal truth that nobody wants an airline to delay their flight, or heaven forbid, cancel it outright. It's been challenging for us seasoned employees lately The company pays me $30 an hour, a benefit of my dedication to Southwest. The turnover rate is, typically, quite low. If you ever fly into the San Antonio International Airport, the employees you interact with have likely been there for years. The thing about Southwest Airline employees, or at least the ones I work with, is their dedication. After going through another interview, the airport hired me in 2015. I would lose the seniority I'd earned working at the San Antonio call center, but to me, it was the right choice. I decided to apply at the San Antonio International Airport. However, I found working at the airport truly fulfilling - the call center overwhelmed me after six years. I gained experience fielding customer calls and concerns without ever seeing their faces. The company initially hired me to work as a customer-service representative for one of Southwest's call centers. That was all the inspiration I needed at the time. So one day she told me: "If I'm going to work for a company, it's going to be Southwest." She became a frequent flyer to support her son and other children, who encouraged her to get a job of her own. My friend always bragged - as mothers do - about her son being a contestant on the show. "American Idol" inspired me to apply for a customer-service-representative job at Southwest Airlines back in 2008. The following has been edited for length and clarity. SOUTHWEST AIRLINES CUSTOMER SERVICE PROFESSIONALThey asked to speak on condition of anonymity for fear of professional repercussions, but Insider has verified their identity and employment with documentation. This as-told-to essay is based on a conversation with a 47-year-old customer-service representative who works at Southwest Airlines.
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |