Op-Ed: US Airways should get customer service 101 lessons

This past month, I flew US Airlines to attend the Presidential Inauguration in Washington D.C. from Florida. I found the service to be not satisfactory. The plane ride heading up to the event was fine, but the return flight was a disaster.

As we watched our new President take the oath of office, it was a very long day of standing and cold for those that went to stand at the National Mall. However, this was anticipated to be the most crowded inauguration in history. So, with that said. Is it too much to ask for the airline carriers to be ready for the huge crowds too? I think that they had fair warning of at least 6 months to a year. It was possible that since people were so in tuned to the election in 2008, it could result in many attending the January 20, 2009, Presidential Inauguration. Yet, US Airlines was not prepared at their Washington D.C. Reagan airport. I had several issues with the way they handled their customers, the disorganization of everything surrounding one hiccup, and the total lack of respect for customers time. First, the US Airlines personnel appeared to be helpful as I entered the airport, but then it all began to look different. For instance, they asked if you had your boarding passes already, and to head elsewhere, if you did have it. You had to learn from other passengers what line to enter for the most part because it extended so long that people were not sure. However, almost no one had a boarding pass because the Web site would not allow you to print it out. This was the first error that should have been anticipated. Many people checking in at once online. The Web site was having issues, so there were over a thousand people needing go to the desk or Kiosk. During my three hour wait in line, I saw celebrities like Chris Carter from HBO sports and former football player. In addition, I saw Don King with his assistant heading down the escalator, and it appeared he had been in a line too. No one was spared the agony of the long line. Other airline carriers did not have long lines. They had prepared for the event appropriately, and their customers flowed through and did not miss their flights. I missed two flights, and when I finally got the front of the line, the counter woman said she was not handling anyone with a missed flight. To provide some background information, she just came on duty! She was not aware of the situation, and then went to speak with her supervisor, and was forced to wait on me. However, she begrudgingly assisted me. She appeared mad that me and others had missed our flights, but it was her company's fault. I learn later that the entire fiasco was due to a couple bus loads of people from the Inauguration event that overwhelmed the staff early in the morning. Therefore, there were people with 8am flights that missed them, even though, they arrived at 6am. This was more than enough time you would assume. So, US Airlines never recovered from this one hiccup. Then the disorganization begins. Second, the disorganization of the entire mess made the local news. People were in two shapeless lines that snaked the length of the building where the counters are located. Some people sat down on the hard floors, while some left their bags unattended to go to the restroom (those people lost their places usually). Every so often, a staff person would ask a question that did not really help anyone, then they started after two hours of me being in line, saying certain flights of people could go downstairs for tickets. This should have been done hours ago! Every able body employee should have been aware of the situation, and should have been trying to expedite the process. It appeared as though some of the employees would rather get out of work as soon as they arrived. However, there was one nice woman that consistently tried to help people, even if, it did not work it was appreciated. More employees like her could have made the situation more bearable. Then I later discover some people missed flights because a pilot became tired of waiting. Third, US Airlines was the only carrier with this intense problem and people's time was totally disregarded. Pilots leaving when half the plane is empty should not be allowed in special circumstances that the carrier caused. It ruins the entire day for some many people, and creates a poor customer service relationship. Worse yet, US Airlines still charged the majority of customers for their bags! They did not give a concession to anyone that did not demand it. Therefore, if anyone was charged, they should try to get some type of discount or refund. I believe that this experience has cured a lot of people from flying US Airlines again. In my case, I had not used their services in years, and the last time I did, they lost my luggage. Now, this terrible experience is not going to make me want to fly with them anytime soon. The revenues that this carrier will loose should be investigated based on their inauguration fiasco. They never sent an apology letter or email to me, so I assume that no one else received one either. Therefore, they must not value their customers enough to keep them. I eventually was able to take a flight that included at least one mayor, a commissioner, and a prestigious law firm partner aboard to name a few. I am sure that these people will probable think twice before flying with this carrier again soon. Providing people drinks on the flight for free again will not rectify the experience that I shared with thousands of other passengers. In summary, US Airlines needs a face lift regarding customer service, and how to manage large crowds for special events. The lack of consideration, the unorganized planning process, and the manner they treated the customers was a flight nightmare. If all the carriers experienced the same backlog of customer lines, then they would have a chance to say it was unavoidable. However, no other carrier had this poor customer service attitude nor the the lines. If US Airlines wants a favorable customer outlook from people that experienced the January 21, 2009, fiasco, they better share some sincere apologies at the very least. In our economy, there are too many other choices, and they could easily slip into the abyss of bankruptcy. People want fair prices, but they always demand decent service.