I’m sitting in the Atlanta Airport and I have a few moments to kill, so I thought I’d share something that really bothers me. In the airports that AirTran services, they have kiosks set up where they sign people up for credit cards and give them some ridiculous teddy bear or something. Cool.
I don’t have an issue with people being signed up for their cards. I have one. I do have a problem, however, with the way they’re going about it. Customers are called over by one of up to three or young persons standing behind a counter. People are called over as if they’re being helped, but they’re actually being signed up for a credit card. The whole process takes less than five minutes, and in the time that I sat and observed it (although I’ve seen it many times before), it disgusted me to the point of wanting to interrupt the transactions.
They trick unsuspecting customers into thinking that they’re giving out free business class upgrades (for fun?). The dialog (which I observed for several minutes) goes something like this:
Shady AirTran employee:
“[Sir/Ma’am]? Are you flying AirTran today?”
::Employee beckons clueless own-business-minding traveler to the kiosk as they say yes::
Shady AirTran employee:
“We’re giving away free business class upgrades today. You’ll fly first class next time you fly.”
This is where most people realize they’re being hoodwinked. Unfortunately, others react as if Christmas came early.
Clueless customer:
“Really? Are you serious?” (actual quote)
Shady AirTran employee:
“Yep. All you need is a driver’s license. We have a promotion in conjunction with the AirTan Visa Card and our frequent flyer program.”
The clueless flyer (more often than not) gladly divulges their name, number, identification, and signs of a pulse (the only thing needed for a credit card these days). In a few moments, the slightly miffed traveler is on their way with a new credit card on the way and the AirTran employee has earned another commission. Lovely.
It really bothers me that cards are being marketed covertly like this. With the economy in the toilet and tens of thousands of families clawing their way out of debt that came fast and easy, I don’t see how AirTran can justify something like this.
Actually, that’s a lie.
I understand it just fine. I just don’t like it. Are there no better ways to generate revenues? Why not improve their already outstanding customer service? Why not create an innovative referral program that rewards flyers for referring their friends? Why connect with customers on their languishing Twitter account (an account that hasn’t been updated in almost a year)? I realize it might not really be the company’s account, but there are measures in place for companies to take control of accounts made in their name.
I’m a big fan of AirTran. I like them because of their ridiculously low fares, outstanding customer service, in-flight wi-fi, excellent website, generous rewards program, etc. This credit card situation is unacceptable though.
There’s got to be a better way.
{ 9 comments }
Wow…. I was a die hard Delta’s customer for a long time until a recent experience left a sour taste in my mouth. Delta Airlines to me was all about being a classy upscale organization.
My recent trip to home to celebrate my birthday really changed my feelings about Delta Airlines.
#1 Being charge $20 to check in a bag?!?! Why didn’t the site warn me of this?
#2 The WiFi was not free! I couldnt access the WiFi via my Blackberry Bold 9000
#3 They wouldnt let me have a soda and water and 2 bags of peanuts. I was like there are a lot of empty seats on this flight.
#4 $10 for a tiny bottle of bailey? Are you serious???
#5 Waiting on the runway for 45 minutes and not getting an explanation (it wasnt even raining or was it? lol)
#6 Flying back I try to “bribe” for a free comp upgrade to 1st class – the ticket person was like I cant take $100 to do that we have to wait till we finish boarding the flight. I am like ok. (Two empty seats went unused in first class)
#7 oh dont forget I have to pay $20 again to check my bag on way back home
#8 what up with these ticket be given to me without the standard slip?
#9 I realize 1st class experience is a thing of the past now!
#10 Did they reduce the # of Flight Attendants on each flight. Used to be two seniors and two associates per each class.
#11 How dumb are these Air Marshals – why u gonna ask me if I am in the right seat and I can see your gun hostler ? That aint ya job dimwit!
Now I wish SouthWest flies into ATL but Delta has an unfair monopoly at Williams Hartfield Jackson International Airport
Duane… hard to sympathize with you on most of these.
#1,2,7. Learn to read. Your ignorance and failure to read the terms of the service that you signed up for isn’t the airline’s fault.
#3,4. Are you serious? You got your fair share, but you want more than you paid for and are pissed that they didn’t give it to you. Do you realize these companies are LOSING Billions each year?
#5. I agree with you on this one. While the pilot can’t control how long they are told to sit, they should update you every few minutes.
#6. A bribe. What a scummy thing to do. You blatantly insult the integrity of the ticket agent, then complain when they don’t give you what you want. Amazing.
#8,9. Yes, the days of paying for coach and getting first class treatment are gone. It was an unsustainable business model.
#10. Uh, 8 flight attendants per flight? Maybe on a triple 7. Not nearly enough room for that many on most other planes. Besides, it would just drive up the cost and mean you only got one pack of peanuts and your choice of coke OR water.
#11. Its pretty clear that you don’t understand most of the jobs associated with air travel (flight attendants aren’t there to feed you, but to keep you safe… ticket agents aren’t there to take bribes, but to sell tickets). I would bet that the air marshal that asked you about your seat had a job related reason. They don’t take breaking cover lightly.
Willie,
I somewhat agree. I was on 4 airtran flights this week and found that the CC sales kids by the gates in the terminals were coming on a bit strong. However, the text of what you wrote above didn’t sound like trickery to me. Actually, if you go back and read it, it is pretty clear that they were offering people a reward for signing up for a CC. I’m not sure what you think is offensive about that. IMHO, a lot of the financial mess that we are in here in the US is because people don’t take personal responsibility for their actions. In this case, any person that signed up for the CC without reading the terms, or heard the pitch but didn’t realize they were signing up for a CC… well, I think that is the consumer’s fault. Don’t sign something without reading it… pretty basic.
Same goes for banks giving loans that people couldn’t pay, and mortgages that people couldn’t pay. It is not their responsibility to determine how much the consumer can afford. The consumer has to determine that for themselves. I’ve found that many people in the US don’t seem to get this… they seem to think that if someone offers them something, that it is OK to take it, then complain if it doesn’t work out… even if they never really investigated or gained understanding of what was offered.
While I think your heart is in the right place with your comments, I’m just not able to follow your logic.
Dear Mr. Cress:
First apologies to Mr. Jackson………. I going to let you finish but I got to say Mr. Cress you’re dead wrong because you missed my points.
First of all – The title of Mr. Jackson’s blog is AirTran Rant. And I was sharing my experience in a rant and raving format.
Jeffy: I know how to read. Take the time to know the people before you assail them.
I am not ignorant and I didn’t fail to read anything before the fact– mind you I haven’t flown in a while. I can read – when I book the ticket via a 3rd party website (farestore.com) it didn’t say anything about being prepare to pay $20 for checking in a luggage. This was a surprise because I am at the ticket counter and was being asked to pay $20 to check in the luggage. I was informed it was a new policy.
Southwest does not charge for 1 bag to be check in (have you seen their commercials?)
It is not my fault that the airlines (with the exception of those in the blacks) are losing billions – I don’t work for them so that moot to me.
If I was the CEO of Delta, Inc – I would go through it operations and books and cut all the BS with bs polices and procedures and streamline it and make it lean and meaner and make it the #1 Airline in the world once again – it is all about the customer’s needs and about Delta’s bottom line.
I would not be a hub bully and block out other airlines – I am all for competitions (I would charge SW and other airlines to rent out a terminal for x amount of dollars and I would buy them out later lol)
Yes I am dead serious – I ask nicely the flight attendant for one of each but I got a rude nasty tone “You can only have one of each. And we cannot sell you water or sell you for an extra bag of nut” (Hmmm maybe if they did they wouldn’t be losing billions in revenue) and I was you don’t have to talk to me like I am child because I am not your child. Whatever happen to service with a smile.
So out all my ranting points – you only agree with 1 and that pilots should have the courtesy to relay reasoning for any extended delays? I hope you are stuck on the runaway for 2 hours!
It is not a scummy thing to do to inquire about an upgrade to first class and to pay for it on the sly– it the American way – ever heard of capitalism? I used to do it all the time pre-9/11 and after that it is rare (like hitting the lotto) and ticket agent doesn’t make a lot. I just found out from another person (whom can do that for me but I am not revealing to you because you think it scummy) Turn out the person was a rookie and he didn’t know. C’est La Vie!
I was taught if you see an opportunity and you have to think of a way to make it a win-win situation for all parties involved.
First Class and Business Class is a privilege and I don’t think the business model was unsustainable. It needs to be revamped and market properly.
Where did you get the number 8 from? I stated it used to be 2 seniors and 2 associates per each class. (Only two class on an airlines) On the flight I was on there was a total of 3 people. My flight only has 1 Senior and 2 associates. Plus I was on a 747 not a MD-80.
Please don’t insult my IQ about not understanding the aviation business – I have flying on airlines since 1976! TWA/Eastern… Pan Am…and good ole America Airlines…. Need I go on? Air marshals have a right to ask me what color the moon but this dude was too obvious but I didn’t stand and yelled out loud “THE AIR MARSHAL IS ON THE PLANEEEEEEEEEEE LET GIVE HIM A HAND!
So if he have a reason to ask me – fine (on/off the record I truly disagree with you on you thinking he have a legit reason but like I said he have a right to ask me anything and I have a right to said this dude is tripping as I am dress up in a business casual outfit and minding my own business! Where was the advance cause for the questioning to take place? It no different than the police stopping me on the street because they can do that but they can only ask for an ID not ask me why I am standing in front of my house. There is a thing call civil rights and there is a thing call Homeland security and the Patriot Act and so forth. But the bottom line is I didnt agree with the approach nor the tone of the Air Marshal (based on his body language- tad bit to aggressive for a domestic flight.)
As for Mr. Jackson’s rant about the cc promotions – the problem is these folks may not realize with the first class tickets and Air Trans have a special pricing for those whom want to upgrade to first class (is that bribery or what?) That crap should be banned from the concourse if you ask me.
To me Air Tran is being deceitful with it cc promotions by not doing a full disclosure and not informing the applicant that it isn’t really free!
As a social media consultant that is just a move from the old school book called “switch and bait” trickery!
So in closing, Mr. Jackson and Mr. Cress it was good conversing – but I going to have to say Delta Airlines is still the best Airlines in the world!
Cheers,
Duane, CEO at http://www.deafcast.com
Very interesting Duane/Mr. Harris.
You start by defending your post as a rant… which is clearly what my response was also.
I guess you can give a good rant, but can’t take one. :^)
I agree that my tone was a bit too abrasive in a few areas. For that I apologize (Seriously, I’m sure you are a great person). I guess parts of your “rant” touched an emotional nerve with me.
I have no desire to start a shouting match with you. You made your points in your rant. I made mine in my counter-rant. It appears that we disagree on most of those points.
I can live with that.
However, since you wished me the pleasure of sitting in a plane on the runway for 2 hours, you might find it amusing that I HAVE been stuck in line waiting to take off for hours. Only I was stuck in a plane with no A/C, no lavatory, no drink service, on a hot summer day in NC and I was the Pilot in Command. I kept my passenger informed of the direction from the ground controllers, and I expect no less from the pilots that fly for the airlines.
By the way, I would never wish on ANYONE to sit on the RUNWAY for 2 hours. Watch a runway sometime. Nobody “sits” on the runway for more than a few seconds. Any plane that sits on a runway for 2 hours has obviously crashed, with too severe damage to be removed from the runway. You know this, since you are an airline expert, right? Thanks for wishing that on me.
What else?
-Being a passenger for decades does not make you an aviation/aviation business expert, IMHO. Sorry. Disagree? Why don’t you go to Delta with all of your great ideas? I’m sure they would be glad to have a problem solver like you to lead them to the promised land.
-Maybe you are a church going man. Ask your pastor if bribing a ticket agent is ethical. Try as you might to justify your actions, I suspect that others will judge you differently.
-The number 8 and basic math: “it used to be 2 seniors and 2 associates per each class. (Only two class on an airlines)”2 seniors + 2 associates per class = 4 per class. 2 classes per plane x 4 per class = 8 per plane. Maybe that isn’t what you meant, but that IS what you typed.
-I laughed out loud at your line about the southwest commercials. Seriously!? Haven’t YOU seen any of the myriad news stories on TV or the net (yes, even in your professed area of expertise, social media) referencing the new luggage fee policies? I’ll give you props for having the nerve to make that statement. I wouldn’t have.
-I wrote that the days of paying for coach and getting business class service for free are not sustainable. I never said that first class or business class are unsustainable.
With all due respect, I don’t think I missed any of your points. I read them, understood them, and disagree with most of them. I also checked out your business website, such as it is, and your personal bio. Frankly, I’m impressed with your personal bio. It was not what I expected to find after reading your “rant”.
On the CC discussion, I choose to see people as intelligent, responsible beings, not helpless victims. It is quite an empowering point of view. :^)
Peace.
Well I fly out Thursday on Delta in the rain, from Hartsfield. Can we take bets on how long the delay will be? :)
Wow…what an exchange!
Willie, I agree with your “rant”… I actually find those people quite annoying. Their beckons are awfully reminiscent of the rude boy tryin’ to “holla” at you in the club… I love guessing how many times they’ll call out to me as I pretend not to hear them.
And Jeff, I agree, people really need to start taking personal responsibility…we can’t claim ignorance forever. HOWEVER, I do think these CC company’s, lenders, etc. need to use their moral compass and stop engaging in PREDATORY behavior. For example, there have been several reports by former Wells Fargo employees of targeting, very disproportionately, low-income and African-American communities for subprime loans (see: http://www.democracynow.org/2009/8/28/former_wells_fargo_subprime_loan_officer AND http://washingtonindependent.com/58243/class-action-suit-accuses-wells-fargo-of-discrimination-by-neighborhood ). No I don’t think ignorance is an excuse, but it’s very clear that these companies used similar incentives to lure people towards these loans/policies. Wells Fargo even went so far as to use churches to achieve their agenda and direct those who qualified for prime loans to the subprime division. And let’s not pretend that it’s easy to understand all the legal and financial jargon in these contracts. Okay, I’ll end this particular rant here.
Willie, I’m with you the credit card peddlers are annoying and borderline predatory. I’ll admit I was foolish enough to fall for the cute teddy bear and sign up, but thankfully I wised up before they sent an application in the mail. You outlined some great ways for them to generate revenues, but I’d like to add one more; if AirTran advertised their AWESOME frequent flyer program better I’m sure that would generate more demand/revenues. I’m constantly publicizing (via word of mouth) how quick-and-easy it is to earn free travel via AirTran (vs the other guys who determine rewards based on mileage). The program is the reason I fly AirTran whenever possible, even if their fare is a bit higher than Delta. They could also pub their standby policy better. It’s very convenient to have free standby for same-day travel versus paying Delta whenever you want to try and fly on an earlier/later flight on the same day of your confirmed travel.
Mr. Cress -
I truly apologize for taking so long to get back to you but I have been in a transitional state due to switching from a w2 to an 1099.
I can surely take the heat as well dish it – I am a strong headed yet educated person and I will defend my point till the cows come home! Sometime, I feel that if I was more determined when I was 18 years old I would have made a hell of a trial lawyer!
Well it takes a grown man to apologize and to admit when he is wrong. I wasn’t trying to be an ass toward you but I was voicing my opinion – and I apologize if my rant n raving touched an emotional nerve with you. I was merely speaking my mind and giving my 2 cents.
Of course we can agree to disagree that is the true beauty of democracy!
Now I was being very satirical when I made that comment of wishing you to sit on a plane for 2 hours. Common sense would tell one that most likely time if a delay was that bad – it is either 1)something wrong with the plane 2) Weather is a factor 3) FAA order a stand down but the key thing is to keep the passenger informed or you are going to get a scene straight out of Mutiny on the Bounty!
There have been documented case of people being trapped in an aircraft (per “Twitterville” an amazing book by Shel Israel and you check him via twitter @shelisrael – he told about a horror story for 8 freaking hours?!?!?!) and the airlines didn’t do what it was supposed to do. If that has happened to me – you bet I would never fly that airline again! Of course the airlines would keep me if they offer a letter of apology and a free comp First Class ticket! :)
You may be a pilot and you are an expert of what goes on BEHIND THE SCENE but I don’t and I don’t plan to question your expertise (are you a FAA license holder whom is certified to fly?) and yes I do disagree with you disagreeing that despite flying since I was a kid doesn’t make me an expert on the matter. I am an expert from a consumer’s pov!
Bribing is the act of getting something for something that is defined as illegal and criminal. Perhaps I used the wrong word but I am not playing the ignorance card – but I realized that I never bribe anyone – I have always try to get a comp. No difference then the Pit Boss in the Casino awarding comp to it loyal high rollers and those on a hot streak!
Well I disagree in advance if you feel that getting a comp upgrade is unethical – perhaps bribery is a strong word that can be misconstrued as a white collar crime!
However,I think if I have sky mileage to burn then I will for darn sure without hesitation would upgrade to first class – but since I never had a traveling consulting gig – I have to think outside the box.
Post 9/11 changes the rules and game of getting comps at the airlines and I understand the need for security is great but getting a comp is standard. Ask and you should receive and if you dont receive there must be a reason for it.
I didn’t have to ask a pastor but seriously the Ticket Agent doesn’t make what the Pilot make. The support people do hard work just to make everything smooth as possible – I dont see that as a bribery so let me retract that statement/usage of the word – I see it as a tip for exceptional service and doing what is consider to be a great job! If I offend you by my action then it is what it is – I am not going to stop trying to get a free comp to 1st class because I feel like a King in first class! But if I dont fly first class I am always by the window by the wings.
I call it the rule of “a favor for a favor”.
I said what I meant – but I stand corrected by you – so excuse me because I was never good at math word problems! 1 Senior and 1 Associate in the economy class and 1 Senior and 1 Associate in First Class. Usually the associate in first class floats into the economy class while the Senior Flight Attendant would act as the Flight General and make sure the Flight Attendants are doing what they are doing.
Of course I am a new junkies via the net and I keep track on whom is doing what especially when it comes to products/services I uses.
SouthWest does charge after the 1st bag that is check in (the first bag u check is free but if you try to check in a 2nd bag then you have to pay a fee – I can read the fine tiny print)
I did send a letter to the Delta Airline CEO Richard Anderson and in the letter I informed him thathave some ideas that I would love to see Delta implement but I didn’t get a reply and I sent that letter on Sept 30, 2009.
As per the CC discussion – CC usage is more a tool – I would never pay retail for anything that can be purchase at cost or below cost (depreciated value) CC debt is huge due to folks misusing it and trying to do more they can. A victim is when one has something happen to them. A empowering person is one that empower them to excel.
Thanks for your kind word – http://www.deafceo.com have been on my mind for a while but that site will be revamp soon – it took a while to find my own niche and I am actively pushing it and http://www.pah3.com will be the site for my business which is Social Media Consulting.
Perhaps we can do business since you are a marketing guru! If you have connections with Delta I would sure like it if you can open a door for me.
Check out this interesting site. http://www.eezeer.com Review by Travelers …
I wonder who is behind it and how it came about….. hmmmmm
Cheers!
Duane Harris, CEO/Founder of Pah 3 Worldwide, LLC a Social Media Consulting Firm
Mr. Harris,
You wrote:
“…I don’t and I don’t plan to question your expertise (are you a FAA license holder whom is certified to fly?) ”
Thanks for asking… or should I say Not asking? Hard to tell.
Regardless, you’ll find me in the FAA database under Randall Jeffrey Cress.
Yes, I go by my middle name to avoid confusion with my Father, who is also Randall.
The FAA does not issue licenses. Pilots receive certificates.
I am the holder of a valid certificate issued by the FAA, and thus am legally allowed to fly.
Looks like you may have to send another letter, this time to Dictionary.com
Check this out:
http://dictionary.reference.com/browse/bribe
It seems that their definition does not support yours. Sorry.
Just for kicks, I checked with Websters also:
http://www.merriam-webster.com/dictionary/bribe
Dang! You are 0 for 2. I’ll stop now. I think the point is clear. A bribe by any other name is still a bribe. So call it whatever you like, and tell yourself it is Ok. It is your conscience.
I am certainly not a marketing guru, but thanks for assuming I am.
It takes more than an MBA with a specialization in Marketing, and working for a leading marketing firm to be a guru. I am good at what I do, but have a lot to learn as well.
As entertaining as this has been, I am moving on. Perhaps knowing that you will not be called upon to defend your statements in public will allow you to step back and objectively examine the logic of some of your arguments, such as they are. I suspect that pride may have obscured your application of logic in a few cases.
I wish you all the best, and sincerely hope that you never have to sit on the runway for 2 hours. Ever! :^)
Jeff
lol Mr. Cress,
Come on now I know you are not calling it a day? My grandfather used to said don’t’ stay in the kitchen too long if you are afraid of the heat.
Hold up before you fly away in the friendly skies (bet you don’t remember that slogan)
You have some explaining to do and you can not just leave us hanging.
I am really shocked at you that you didn’t even mentioned the incident with the two NWA pilot that couldn’t tell the truth – (first it was arguing then it was sleeping and then the truth came out it was checking out their schedules on the laptops?) WTF??? 150 miles and it didn’t occur to them they miss their target and almost got shot down by 2 F-16 because they failed to answer Control Tower? Come on that is no excuse. And you couldn’t pay me to fly on a flight with them two bozos. A comp? Not unless I get a letter from the CEO and 10 free tickets then maybe I will fly on that airline again as long these two bozos aren’t the pilots.
But you going have to explain something for me kindly – it stated the FAA REVOKED their license – and you said the FAA only issued certificate? Could you elaborate?
Please see here http://www.cnn.com/2009/US/10/27/airliner.fly.by/index.html
I would have their certificate revoked as well. Flying is a privilege not a just something anybody can do.
I was being respectable towards you because if you said you were a licensed pilot with a certificate to fly then I will take your word for it – I don’t need to know all that. I wasn’t trying to validate your credential because your words was good enough for me. I was more concern about the hot topic we were conversing on.
I specifically said I’ve retract my usage of the word bribery and I agree it was a strong word and I can see why. I am not one to said I am not wrong; a matter of fact I am man enough to admit I was wrong because I do listen to other people’s statement and try to see their point of view.
So you feel requesting a comp is a bribe? How can that be a bribe if it complimentary in the first place?
In the good book – I believe is Luke 11:3 and it hit it on the nail about asking and you should receive.
Since you are in a Marketing position as a marketing executive. Perhaps you can mentor me and show me things from your perspective. I would like to be a marketer and I would love to give you my feedbacks on how your firm can make money.
I always feel a good rant and rave is a good stepping stone for people of all background to get together.
My pride nor my ego was never bruised – I just chose to disagree with your position but it does not mean I am scared to speak my mind to you or anyone.
You are so hell bent on that one word “bribery” – I get it loud and clear you are against any form of bribery. But when I made an attempt of clarifying myself after the fact – you just want to attack me. So you feel receiving a comp with an unsolicited tip is a form of bribery?
Come on man that is like saying my son’s shoes wont fit me because I am too big for it.
Meaning you can’t twist the word to your liking. Well maybe you can because in Mr. Cress’ world bribery is anytime when anybody try to do something nice for Mr. Cress he will not tip you for receiving a free upgrade.
I would not just try to get an upgrade for free – I would ask and if they grant me one then they’re getting a big tip because I believe in blessing others for a blessings.
Now going back to a few post I stated I used to be proactive and ask for an upgrade – it like dangling a carrot in front of a rabbit and if they said no.. it would be “Silly rabbits tricks for kids” if they said yes “Money talks and I got what I ask for”.
#Delta Airlines, INC is awesome and they have their good and bad days. I am seeking access to get past the gatekeeper to a decision makers so I can pass on some critical information to them so they can become the #1 Airlines in the World again.
In closing – pride never obscured my logic – I am not perfect but I stated what I felt was need to say. After all when i rant and rave – it is what it is. It doesn’t need to be perfect because the message got out.
Cheers,
Duane Harris, CMO/SVP of Pah 3 Worldwide, LLC