I have experienced alot flying for 40 years on American Airlines- most flights fortunately are uneventful but every once in awhile, weather and mechanical delays or other problems arise. We have all got used to this.

But I have never experienced anything like this in leaving Phoenix last week.

Here is the set up:

The gate agent announced the boarding of our flight, but just as we started, a flight attendant came out and he closed the door at the gate. He then announced that the plane was too hot inside and they needed to let it cool down and then he said:

“I have no idea how long the delay will be so don’t ask me.”

He then left the counter at the gate and was gone for 35 minutes. When he came back, a few people approached the counter looking for an update. He then announced:

”I have no update, it’s not my fault, the next person that disrespects me or asks me any questions isn’t getting on the airplane after the delay”

What?

In all my flying years, I have never been threatened to be denied boarding because I was asking a question. As a Executive Platinum flyer with 3 million miles on American I was, let me say, outraged.

I understand this gate agent was having a bad day. This is why I hid his identity in the photo above because I believe we all say things we don’t mean.

But what part of his training with American Airlines in customer experience made him think it was remotely okay to threaten passengers over the loudspeaker to customers waiting during a delay.

I know that people get stressed (like me) during a delay, but the gate agent? And this was a relative minor delay (60 minutes). When we got a new plane, I reported him to other gate agents and the captain who of course apologized.

When it comes to giving the best customer experience, the rules are very easy:

  1. Empathize with the customer.
  2. Communicate even if you don’t have an update.
  3. Don’t threaten or be rude to the customer.

This gate agent broke all these rules.