Monday, September 1, 2008



Ladies and Gentlemen, meet "Surly Shirley," the scourge of the United Airlines check-in desk at Boston's Logan Airport.  Shirley specializes in making Frequent Flyers feel like Pond Scum ... and here's how she does it.  First, she stares at you as if you are beneath contempt.  Then, without saying a word, she gestures to one of the Self-Service Kiosks that allow travelers to check themselves in.  Finally, as if to say "You're on your own, Moron," she glares at you and storms off.  I put Shirley to the test this afternoon when I checked-in for my flight back to Los Angeles.  "Excuse me," I said, as she tried her best to ignore me, "Nothing against your Computers, but I prefer to deal with an Actual Human Being."  Believe it or not, she continued ignoring me for an additional five minutes until finally one of her colleagues stepped-in to help me out.  This, I might add, was at the "Premium" Check-in Area United reserves for its most Frequent Flyers.  As I was leaving, I went up to Shirley, smiled broadly and commended her for her Outstanding Service.  She looked at me, dumbfounded, as if to say ... "Surly, You Jest ...!"


mereel2005 said...

Her twin works at Norfolk International.

garnett109 said...

my hat is off to shirley at 6 bucks an hour and no union, man youd be looking at a 3 hour delay, happy laborday

gazker said...

She's have been looking at a knuckle sandwich if she'd done that to me!
Gaz ;-)

gazker said...

I mean, she'd have been looking at a knuckle sandwich..........Its 5 am here and I just woke up all bleary eyed.

emikk said...

"Whatever you do, do it with enthusiasm"-John Templeton.  Shirley doesn't seem to heed these wise words, and Karma is going to pull the rug out from under her small little life.

susansophia said...

I believe United is unionized, employee owned and employees earn more than $6.00 per hour.  It always been a puzzle as to how this particular airline offers the worst in customer service, delays, etc.  Although easy to point a finger and say, "It's the union, stupid!"...the answer couldn't possibly be that simplistic.  Other unions do an outstanding job for their employees.  Meantime, Marty...exhaust those frequent flyer miles and move to another airline...or make sure to take the duct tape and bailing wire with you for emergencies!

deshelestraci said...

Sounds like customer service at it's best.  Gotta love those friendly Bostonians!

mpnaz58 said...

Kill 'em with kindness!  I don't know why people have to be like that.  Geez, get a different job if you don't like to deal with the public!
xoxo ~Myra

beckiepainton said...

If i had an attitude like that i would of been sacked, plus slapped by many a customer.beckie x

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