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1. Denial & Isolation
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Seeing Red: Coping with Anger During Cancer
The data collected including the number visitors, the source where they have come from, and the pages viisted in an anonymous form. GPS 0 30 minutes This cookie is set by Youtube and registers a unique ID for tracking users based on their geographical location. The U. Department of Transportation noted that May's complaint rate was up 49 percent from the year before. In the weeks since, foul weather and computer outages have further played havoc with an air travel system operating at capacity and unable to respond even to routine problems.
There are some signs that airlines are concerned about passengers' wearing patience. United Airlines in January created the position of vice president for customer experience and hired Barbara Higgins, an executive from customer friendly Disney Corp. Even a small carrier such as Midwest Airlines has given employees extra training in handling irate customers, while often using uniformed pilots to break news about delays and cancellations to take heat off overworked gate agents.
The Other Symptoms of Terminal Illness: Denial, Hope, and Anger - Healthcare Pittstop
The question is whether the efforts are too little, too late, as irascible customers make their way through security and into a system rife with delays, flight cancellations and little help to overcome them. It's understaffed. It can't handle breakdowns. Delays have lost their shock value, but this summer's impoliteness is stunning, said Phyllis Nutkis, who spent 48 hours trying to get to Chicago from Newark , N. The low point came the next day, at New York's LaGuardia Airport, as a long line of irritable travelers snaked to a ticket counter.
At the head of the line, a woman carried a cake in a box, Nutkis said. She was pleading to be let onto the next flight. She had a wedding to get to. She was bringing the cake, she told the gate agent. The woman put her back to the counter, slid to the floor and began weeping.
It wasn't their fault that the planes weren't taking off, but people were blaming them for it," Nutkis said. And you just don't get any answers.1-6180339887.userengage.io/sitemap22.xml
Illness & anger
Things don't look any better from the other side of the counter, said Gladys Montemayor, a Chicago-based flight attendant with United until last October. I just wouldn't go for that. I'd say, 'You need to change your tone,' and I wouldn't hesitate to tell a pilot that someone needs to be off the plane," Montemayor said. Mary Frances Fagan, spokeswoman for American Airlines, said such reactions are to be expected at this time of year, citing especially bad recent storms.
United's Higgins acknowledged that there is work to be done but said improvements are under way.
What she brings to the table is 18 years of treating customers as "honored guests," she said. The company has added more check-in kiosks and a new software system that automatically rebooks customers whose travel has been canceled, started new training to instill "a passion" for customer service, along with an outreach program that contacts passengers -- before they contact the airlines -- whenever there has been a significant travel disruption, she said. Mary Blundell, vice president of customer service for Midwest Airlines, also acknowledges a shortage of patience at airports.
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To defuse the tension, the Milwaukee-based Midwest has started providing additional training, primarily geared to those who work at ticket counters and gate agents. The airlines tells its employees that it is more important than ever to stay calm, pay attention to eye contact and tone of voice and, above all, know how to keep the customer informed, Blundell said. Another new strategy: Having pilots assist at the gate. People trust them more and find them credible when talking about weather problems, Blundell said.
But airlines also have been cutting staff, a recipe for frustration among those who are left, one expert said.