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From Kevin Colson
on 25-Jan-2019 |
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I've been here dozens of times. Service continues to deteriorate. Upon opening the door of the jet, several line service attendants were there to help. They appeared to take fuel orders and request. They really wanted to handle the passengers’ bags and hold their hands out for tips. After that they all vanished. I went in and confirmed that my request radioed in from 20 minutes out were in progress, a GPU, and fuel truck standing by. They said they don't honor request until on the ground and requested at the desk. After requesting a quick turn AGAIN, 5 minutes later a GPU arrived at the plane. 12 minutes later a fuel truck pulled up. Ten minutes later the fueler began pumping fuel. Watching from inside I witnessed that the fuselage tank was missed. After notifying the front desk the fueler stopped winding up the hose on the TWO over wing hose equipped truck and began to prepare to fuel the missed tank. 49 minutes for a quick turn requested 20 minutes out!Response from Rita Carrillo, General Manager, Signature Flight Support - LAS
Mr Colson, Please accept my sincere apologies for any inconvenience you or your passengers may have experienced. After reviewing the facts, it is clear that we failed to meet and/or exceed your expectations. It is our practice to fulfill all requests made in a timely manner and have "no excuses" for our failure. We should have been more pro-active in meeting your needs to ensure both you and well as your passengers are satisfied with all services. Please let me assure you that my management staff and I are dedicated to addressing and resolving the above issues to make certain that, in the future, you and your passengers receive a much higher level of service. You are a valuable customer, and any dissatisfaction on your part indicates an opportunity for improvement on our part. Thank you and again, please accept our apology.
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I've been here dozens of times. Service continues to deteriorate. Upon opening the door of the jet, several line service attendants were there to help. They appeared to take fuel orders and request. They really wanted to handle the passengers’ bags and hold their hands out for tips. After that they all vanished. I went in and confirmed that my request radioed in from 20 minutes out were in progress, a GPU, and fuel truck standing by. They said they don't honor request until on the ground and requested at the desk. After requesting a quick turn AGAIN, 5 minutes later a GPU arrived at the plane. 12 minutes later a fuel truck pulled up. Ten minutes later the fueler began pumping fuel. Watching from inside I witnessed that the fuselage tank was missed. After notifying the front desk the fueler stopped winding up the hose on the TWO over wing hose equipped truck and began to prepare to fuel the missed tank. 49 minutes for a quick turn requested 20 minutes out!