Northwest Airlines Doesn’t Care

September 5th, 2007

I’m sure that there are still some good employees left at Northwest Airlines, but the ongoing labor battles seem to have taken a toll on the morale and attitudes of the their flight attendants.

Airplane passengers sitting on the runway

June 28th, 2007

Everywhere I turn, I keep seeing stories about airline passengers stuck on the runway for several hours. Didn’t these airlines learn their lessons from JetBlue’s Valentine’s Day Masacre?

What’s extremely interesting to me is two stories this week from Delta flights, where passengers took videos of their ordeal. The first story is a Delta commuter flight stuck on the tarmac for hours with no air conditioning. See the video here.

The second one (picked up from the consumerist) is well edited and chronicles what is becoming commonplace in the airline industry. Let’s see if these videos prompt change.

The little things make a difference

December 31st, 2006

It’s amazing how something so small can make such a difference between good service and poor service. When I took my Ted flight between Chicago and Orlando, the flight attendants were rude and unaccomodating. A couple of weeks ago, I took a flight from Chicago to Orlando on American Airlines. Everything was pretty much equal in terms of the people traveling (my wife, 2 year old, and me) and the flight times.

When I boarded the American flight, I asked them for a container of milk for my son to drink to help him fall asleep. Before the flight took off (and in the chaos of the boarding process), we got our milk and our son was a happy camper for the 2 hour flight.

Contrast this to Ted (United’s poor excuse for a no frills airline) where the flight attendants ran out of many beverages (including milk) both directions, refused to give us an entire can of our beverage, and were extremely rude throughout the flight.

Giving us a carton of milk prior to boarding may seem like something little, but it sure helped the flight go much smoother for us.

Sanyo – The unfriendly company

November 29th, 2006

Just when you think that a company can’t be any more rediculous, one surprises you. I sent my sprint phone back to Sanyo and got a voice mail back saying that they will not replace the phone because it’s showing slight water damage and corrosion on the charging connectors.

Since I know that the phone hasn’t been exposed to water, I called for a more detailed explanation. The rep I spoke with at Sanyo (Wendy), put me on hold while she talked with a tech. The explanation from the tech was that normal temperature changes caused by the change of seasons creates air moisture that will cause this type of corrosion.

I don’t know about how this sounds to you, but it sounds like Sanyo has produced a defective product when exposure to air will corrode the phone. I then spoke with a supervisor (Robin), who gave me the same explanation. What does

Sprint Customer Service – Worst of the Worst

November 29th, 2006

Sure, most people love to complain about their cell phone service. I guess I’m not much different in that respoect.

A little self serving, but I couldn’t help it…

August 23rd, 2006

As the VP of Marketing and Business

Well done Go Daddy!

June 30th, 2006

When I decided to setup this site, I was concerned about how much time and effort it would take just to launch it. After all, I’m a marketing guy, not a programmer or IT expert.

Go Daddy was awesome. I was able to register the domain, sign up for a basic web hosting package, and start uploading material to the site within hours. What really impressed me is that during the time I was signing up for the web hosting package, they asked for a time and phone number so that my personal support person could give me a call, introduce herself, and help me with any challenges I may have run into. Tiffany called me right on schedule and walked me through changing my hosting package (I picked the wrong one to run my blog software) and making a couple other changes. The few times I’ve needed questions answered, I have always received prompt, friendly and above all else, extremely helpful service. What a great customer experience they gave me, and as a result I’ve been telling everyone that will listen to me how impressed I am by Go Daddy.

My Inspiration

June 23rd, 2006

I’m sitting on a flight from Chicago to Orlando in June 2006 absolutely fuming. What was I thinking??? I had the worst airline customer service of my life the last time I flew Ted (operated by United), and yet I chose to fly this airline again. Wrong move!

It was like the flight attendants were purposely being as rude and obnoxious as possible in order to out do each other. As I sat with my wife and 17 month old son thinking about what to write to United, I was inspired to let my voice be heard in a larger medium. Thus, The Customer Voices was born.

I’ll share my experiences, and I’m also looking for all your customer services stories, the good, the bad, and the nighmares.