The airlines catch a lot of fussin’ and moanin’ about their customer service — or lack thereof. Frankly, I’m one of the guilty complainers.
But — hear ye — some airlines have improved in a small, but very important way, and I appreciate it…
When I first started using airlines in the 1960s, I could call any airline and talk to a real, live human being who could speak English and was based right here in the U.S. of A.
As a then-famous cartoon put it decades ago — “Them days is gone forever.” In recent years, the airlines didn’t want to talk to me at all. They ordered me to their website instead. Sometimes, though, I would have a question that the web site could not, or would not, answer. I had to call.
But calling only got another recording demanding I hold or call back.
Now — hallelujah — some airlines give you an option. They offer to have a real person call you back! That is wonderful and I love it!
So far, I have confirmed this great news with Delta, JetBlue, and Southwest, but am convinced that the callback option will spread throughout the industry.
Is this an indication that the airlines do care and/or service really will improve? I surely hope so.
In the meantime, I travel by airline when I must. When possible, however, I usually drive.
Wouldn’t it be great if airports and airlines work together to make it easier to park, get to the terminal, go through security, et al? A lot of work has already been done in that area, and it works.
