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Kelly Spencer's Blog


Customer Service

Published: February 3, 2009 6:20 pm ET

Last Comment: February 3, 2009 10:30 pm ET | 2 Comment(s) | Jump to Comments

Greetings from Detroit Metro Airport. I'm on my way to the Harness Tracks Of America (HTA) Conference in Vegas, where racing execs will discuss many topics over the next few days, including racing's customer service standards, achievements and shortfalls.

Ironic ... I should be in mid-flight right now. Instead, I'm slinging back my fifth Starbucks of the day and passively indulging in gossip rags and eavesdropping from the cold, dark corner of gate A71.

This is the second time in as many trips to Vegas that my flight has been oversold (with two different carriers) and I've been forced into waiting for the next flight, wasting precious time in an already tight trip.

The airlines won't tell you how they determine which poor schmuck gets the screws when they oversell a flight. They never offer an explanation, and they never give you a straight answer when you request one. They take that travel voucher, ram it down your throat and tell you to play nice in the corner for the next seven hours.

Until there is a comparable alternative to flying (ie. rocket shuttle) they've got you by the nickers.

If I ever get to Vegas, I'm looking forward to an interesting itinerary at the HTA Conference. Hopefully some meaningful discussion will surface, decent ideas discovered and actions put into play. And while we have some customer service issues of our own, hopefully I've never caused any racing client one iota of the dissatisfaction this airline has triggered in me. Jerks.

February 3, 2009 - 10:30 pmA friend of mine who lives

Anonymous (not verified) SAID...

A friend of mine who lives 150 miles away once visited for the weekend. On the Friday night, we went to the local simulcast where he hit a $1000 Win-4. When he cashed the ticket, they gave him a $1000 voucher, explaining that they don't have to cash a ticket over $1000 for 2 banking days. He explained that he was returning home early Sunday morning but that didn't matter, the money wouldn't be there until at least Monday, probably Tuesday. So I ended up giving him $1000 for his voucher. I went in Tuesday to cash it and the seller told me it would be 2 banking days to get my money. I explained that the voucher was from Friday, she got the manager, and she said no one had told her that a $1000 voucher was outstanding, the money would be there Thursday. Ready to explode, I said okay, but get it in $100 bills as that is what I used to pay my friend. I went back Thursday and they gave me fifty $20 bills. How's that for customer service?

February 3, 2009 - 7:27 pmAnyone involved in customer

Anne (not verified) SAID...

Anyone involved in customer service or dealing with employees should be required to read "Creating Magic" by Lee Cockerell. Always thought it was a must for people in harness racing but it appears the airlines need it too.

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