I have traveled frequently through AVP and have always had exceptional service or at least service recovery when issues occurred. My most recent flight through AVP with United was the worst experience I’ve had to date.
Upon arriving May 26th at 12 in the afternoon we went to the United desk. The attendant was assisting a customer and there was one person waiting behind him. My family and I got in line. I saw Kiosks located at the desk and approached it and started to check in. The attendant acknowledged me and said nothing to me about not being able to utilize the machine. I completed the check in on the Kiosk and it asked for an attendant to swipe a badge. The woman looked at me pulled her mask off her face and said “you need to just get in line because I don’t have the code for that”. I returned to line and when it was our turn we gave her our Identification and I asked to speak to a supervisor. She asked me why and I said I would like to speak with them because I have some questions regarding the kiosks.
The supervisor came to me I asked her why they didn’t have a sign on the kiosks stating we were not able to use them. I felt like if she had told me when she acknowledged me at the machine or there was notification on them I wouldn’t have had to frustrate her which clearly I did because she continued to be rude and condescending throughout our transaction. The supervisor then told me the attendant “was a handful”. She then asked her where her badge was to scan and told her she should have that with her. At that point I was finished with the situation it’s clear if belittling your employees in front of customers is the norm service recovery is not a priority. I explained that I didn’t mind paying the fees but my preference was to keep our carryons and drop them at the gate like we have every other flight with United. I further explained that my father just died and his belongings were in the bag. The supervisor advised me the bags were checked and there were no carryons being put on this flight. She also let me know the same attendant would be checking us in at the gate. As of to say I should mind my P’s and Q’s because I’ll have to deal with her again. The way she said that was in a threatening and demeaning tone. I just walked away.
Upstairs while being checked in we saw the same attendant passing out luggage tags for carryons of which we were told were not able to be used on this flight. We knew when they told us that was not the case but because of the response we received initially we didn’t push the issue.
I went and asked for a supervisors number or email address because in this situation I feel as though those two employees not only could have resolved the situation and just chose not to because they weren’t happy I made them acknowledge the issues at hand. I was given a phone number for Steven Simko. I’m happy to share those texts with any corporate official at AVP or even a local News organization that is how disturbing this situation got. Even after exposing the tragic loss I had I was continued to have been met with hostility and genuine lack of compassion.
I just wanted to pay to have my luggage with me it had all I have left of my Father.
On the flight when I got on the plane there was a flight student in my seat. I politely told the attendant on the plane she spoke with him and graciously moved . However there was another flight student directly across the aisle and he had the audacity to say to the other man I don’t see what the big deal was . I did very clearly say I appreciated him moving considering I paid for the seat and Dead Heads fly for free.
To say my experience was bad would a severe understatement. Kindness is free don’t take something from someone with nothing just because you have the power to do it .
AVP contact me if you’re in need of someone to assist you with a “Train & Retain, Customer Service , Service Recovery” I’m from PA and I have never been more ashamed of the service. and I will never fly United again. I have no choice to fly AVP...
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