So, having given them the benefit of the doubt time and time again, I had finally given up on Air Jamaica. I flipped them the proverbial finger, and verbally told the airline to kiss kitty’s left nut. The straw that bruk my back occurred when I boarded my flight, en route to Grand Cayman, after a long and harrowing day of traveling. I stored my luggage in the overhead compartment; buckled up; shook off my slippers; took out my novel and eased back, well prepared for my flight to depart. Then, the announcement:
“Ladies and gentlemen, this flight has been cancelled”.
No explanations, no apologies, and I was stuck in Montego Bay for seven hours, as the airline worked to get their shit in order. Despite having the more convenient flights for my travels in and out of Barbados, I decided that I would now deal exclusively with Caribbean Airlines and Cayman Airways. I would show them!
Having now implemented my self imposed boycott for my recent journey, I was relatively pleased with the Cayman-Jamaica-Barbados leg of my trip, and am able to praise the level of service that I received with Caribbean Airlines. ‘Twas not perfect, as there is always room for improvement, but I found them to be efficient, pleasant, and apologies were rendered if and when a hic-cup occurred. Sometimes, as the recipient of customer service, all that is required is a simple explanation and acknowledgement of things gone wrong, and a ‘thank you’ for our patience and perseverance. It all comes down to manners and common sense.
Then, I encountered the Cayman Airways check in counter in Jamaica. In all my years, never have I encountered such a customer service travesty! I was frothing at the mouth, and eventually resorted to the common denominator by flinging a few bad-wuds in the general direction of the Customer Service Agents, accompanied by the relevant explanatory hand gestures. This seemed to be the only language that they could understand, as rational behavior and reasoning obviously eluded them. Now, I ain’t proud, but I ain’t shame either. I am just VEX!
It is a fact of life that not everyone is suitable for customer facing jobs, having regard to a person’s disposition. Having said that, I cannot begin to fathom which end of a jackass’s backside Cayman Airways dug those cretins up from! It appears as if they outsourced the management of the Cayman Airways desk to another agency, and even if this is the case, someone must be accountable. The agents were rude, unapologetic, dismissive and uncaring of the passengers' feelings and / or comfort. For example, a matter was elevated by a passenger to the supervisor on duty, and the supervisor’s body language said it all. She rolled her eyes, and sighed in disgust and frustration at the bother, all evident for the passenger to see. It was obvious from the outset that she would in no way empathise nor sympathise with the passenger’s issue. She, and her subordinates as a whole, entertained and supported disorder, and offered no customer focused solutions to problems that were created, but for aggression and agitation.
As I fumed in the line, staring daggers, bullets, and fecal matter at a particular screw-faced agent’s head, face, neck and general arteries, I also looked yearningly at the Air Jamaica ticket counter and remembered my self imposed boycott. I then sighed with disgust, as I am now left to wonder: am I truly stuck on the Island? Must I resort to chartering a boat or building a raft to get to the Eastern Caribbean? Should I not support my Caribbean airlines and resort to the more expensive North American carriers? Is there no possible recourse for me?
Those agents acted as if I was forced to take their level of service, or leave it, and there could be nor would be no possible repercussions for their actions and / or inaction! I will be sure to elevate my level of complaint to the Minister or Tourism if necessary, for this is plainly unacceptable! I am a paying passenger, and I will not be dismissed!
As of this morning, I have contacted the airline providing them with a synopsis of my issue. I will wait to see if I they return my call and advise you of the outcome. This will assess if this is an isolated incident, or reflective of the airline as a whole. I want to sit in on the meeting whereby those flicking cretins lose their jobs if necessary. Be careful of who you piss off, for one day it may come back to bite you in the arse!
On that pissed off note, I shall now exit.