Dear Sky Steward,
I have been a loyal Virgin Atlantic customer since they began flying out of Miami International Airport in the late 1980's. Since then, I have traveled with Virgin to London with my family once
and sometimes twice per year. Needless to say, I've become very familiar with the Virgin Atlantic staff at the check-in counter through the years and have even noticed the changes that have taken place as the airline has adjusted to changes at Miami Airport and in the airline industry in general. For instance, I've come to recognize that some of the staff at the check-in counter are actual Virgin Atlantic employees and some are outsourced ticketing personnel. The outsourced personnel have always been extremely courteous and represent Virgin Atlantic very well.
and sometimes twice per year. Needless to say, I've become very familiar with the Virgin Atlantic staff at the check-in counter through the years and have even noticed the changes that have taken place as the airline has adjusted to changes at Miami Airport and in the airline industry in general. For instance, I've come to recognize that some of the staff at the check-in counter are actual Virgin Atlantic employees and some are outsourced ticketing personnel. The outsourced personnel have always been extremely courteous and represent Virgin Atlantic very well.
The last few of times I've flown VA from Miami to London, I've witnessed very unprofessional behavior from one of the female VA supervisors when dealing with the outsourced ticket agents that check in customers. In one case, a ticket agent had a question for the VA supervisor and was scolded in front of the customers standing in the ticketing queue for having to ask "yet again" and was told that she "wasn't getting it". I felt so badly for the ticket agent who was being humiliated in front of her coworkers and the customers waiting to be checked in. The last time I flew with VA, this same female supervisor not only yelled at a ticket agent in front of everyone, but then snapped at a customer who asked for more details on the boarding time. This time, another manager who I believe was her superior, watched the entire episode with his arms crossed only to turn and disappear. I have no idea if anything was done to address the exchange he witnessed along with all of us. My feeling is that if nothing has been done in my several years of flying Virgin America from Miami to London, there will be no action taken at this point.
Sky Steward, what should I do? I would like to fly VA again, but I actually dread the check in process so much, because of this person, I would consider flying another airline!
Yours truly,
J.D.
Kendall, FL
Dear J.D.,
Since you have not felt comfortable addressing this behavior with Virgin Atlantic's Miami team, The Sky Steward would highly suggest letting the airline's customer relations department (click) know about the situation. It seems that a bad apple has been able to thrive in this "out-station" and may have been enabled by those that manage her. Please keep The Sky Steward updated regarding the response you receive from Virgin Atlantic or if you require additional assistance, he is always here for you.
Regards,
The Sky Steward
Posts
No comments:
Post a Comment