Yesterday, we returned from Taiwan back to Canada on EVA Airlines (a Taiwanese airline). I am glad to say that we received great customer service from their stewardesses and customer service reps on the ground. I was impressed with how EVA Airlines took care of us and treated us with respect. I would fly EVA again and recommend them to anyone flying international. They even offered to change the date/time of our return flight free-of-charge (provided their were available seats due to cancellation), and by the way, the food was good too.
I just saw in the news today about a passenger who had a disastrous experience with United Airlines. It was all over the news and on YouTube videos gone-viral. This paying passenger was violently forced off flight 3411 because they overbooked.
United Airlines needed to fly four of their own employees and needed passengers to give up their seats. No one volunteered when they offered $400 hotel voucher, which was then increased to $800 and still no one volunteered. Then they randomly picked four passengers to remove from the flight. This last one refused to leave. The passenger hadn’t done anything wrong but they treated him in an unbelievably disrespectful way.
United Airlines failed to plan, and handled this in a very disastrous way. First, this is not a criminal matter. It was their own fault of failing planning but yet, they brought in police who used force to remove a customer off the plane. Unbelievable! This customer was not a criminal. Police should only be involved if it’s a criminal matter. A very bad move by United Airlines. It showed disrespect toward this passenger who was a doctor and had patients to see the next day.
Second, they should have used persuasion. Customers can be persuaded to volunteer to give-up their seat. If they had offered a $1,500-2,000 cash credit for a flight of their choice to be used in the future, someone would have offered to volunteer… heck, I might even be tempted to. After this disaster, I think United Airlines will be losing millions of dollars in customer revenue–not just hundreds. I certainly would not fly United Airlines and I foresee many thousands will not be choosing to fly with United in the future. No one should be treated in this abhorrently disrespectful manner. Even if UA had a right to decline a passenger their flight, it should never treat any customer in such disrespectful manner.
Years ago, Air Canada messed up a flight my wife and I were on but I will always remember. The airline asked the entire plane who leave due to engine problems, and it happened twice in the same evening. It was way past midnight. The only thing Air Canada offered us later was a $250 voucher off a future flight, without an offer for hotel over night. It was a joke, and I was furious and chose not fly Air Canada for many years after that horrible incident.