02-04-2009, 10:36 AM
Tom, it was an unfortunate situation. Hawaiian Airlines does appear to be acknowledging poor customer service (not to be confused with a violation of any laws or regulations). They are compensating the traveler for the poor customer service with a credit, something airlines do not have to do. So they are extending a hand of apology.
Their letter is well crafted to comply with laws and regulations to provide their responsibility under ACAA which included telling you the dispute resolution process and your rights to disagree with their handling and take it further. However, it does draw the line between regulatory violation and customer service. They placed this squarely into customer service not for what happened, but for the solicitation of a tip.
Now, as tempting as it may be (and easy for people to advocate) taking this further, take a small step back, breath a bit and look at what they also said in their response. Their responsibility is from gate to baggage, between gates, and boarding and disembarking the aircraft. At best, the porters are told of their responsibility to treat passengers with respect and not solicit tips or face disciplinary action. But in forcing the issue they most certainly will instruct the porters (if not done so already) they are not to go any further than the baggage area with a wheelchaired passenger.
Not an easy decision on what to do next.
Their letter is well crafted to comply with laws and regulations to provide their responsibility under ACAA which included telling you the dispute resolution process and your rights to disagree with their handling and take it further. However, it does draw the line between regulatory violation and customer service. They placed this squarely into customer service not for what happened, but for the solicitation of a tip.
Now, as tempting as it may be (and easy for people to advocate) taking this further, take a small step back, breath a bit and look at what they also said in their response. Their responsibility is from gate to baggage, between gates, and boarding and disembarking the aircraft. At best, the porters are told of their responsibility to treat passengers with respect and not solicit tips or face disciplinary action. But in forcing the issue they most certainly will instruct the porters (if not done so already) they are not to go any further than the baggage area with a wheelchaired passenger.
Not an easy decision on what to do next.