Let’s face it. For lots of reasons, the hospitality industry hasn’t been exactly killing it when it comes to customer service these last few years. Between a nasty pandemic, a shortage of workers, and a shaky supply chain, traveling has been about as enjoyable as a high colonic. However, at somanystadiums, we know that to some degree we have to grin and bear it.
Just like spring practices, I take this time to re-evaluate vendors who have fallen off my preferred list for one reason or another. My travel during this time of the year is less time critical, so I can usually ride out the bumps of bad service. I share these recent experiences so that others may not suffer the same pain.
First up – Hyatt Hotels. Hyatt has always been a second tier hotel for me except for their Singapore location. (If you know, you know). I found a great location near Duke but their rate wasn’t matching the rates of third party hotel brokers (Expedia and their ilk) for the same hotel. However, Hyatt had a simple banner advertising that they would match any of those rates in a process that would be clean and easy. Like the aforementioned colonic, it was neither clean nor easy. They rejected my claim faster than a communications major picking up their diploma at graduation. Despite a great room, Hyatt’s getting the Heisman stiff arm from me. Fool me once, shame on you. Fool me twice, etc.
Second – Allegiant Air. I almost fly United exclusively. It’s where I have the most points and at least some level of decent status. However, this was a short trip down to Florida and it gave me a chance to check out both Allegiant and a smaller, local airport. The flight out was delayed five hours. No reason was given. Instead, we were all treated to extensions of the departure time roughly every half hour sans explanation. The pilot, when we eventually did board, explained it was dodgy weather in Fort Lauderdale causing the delay. I am a reasonable guy, and I was like fine – even if it meant I would have to drive across Alligator Alley at two a.m. fueled only by Red Bull and Reese’s Pieces. Two a.m. turned out to be the critical point of the trip. Critical in that National Rental Car closes at two a.m. Despite the marvels of technology, apparently National has not figured out a way to separate late night customers from thieves. They did offer to pay for a hotel. It was a nice gesture, but ultimately a hollow one as it was Memorial Day weekend. The Marriott clerk had to stifle a laugh when I asked for a room. Instead, I spent three hours sleeping in the National seating area. Maybe none of this was Allegiant’s fault, but they were now in my doghouse.
Sunday, I was to fly back to Virginia. It all went well until we had to land. The weather was bad and the pilot had to abort. He then explained that no one had been able to land at Norfolk for at least two hours. Given that the flight up is barely two hours, it begs the question as to why we didn’t stay in Fort Lauderdale and ride the weather out for a couple of hours then go to Norfolk. Instead, we were forced to land at Myrtle Beach. This too begs the question, why not Richmond or even DC? Both of which were much closer to our ultimate destination. The kicker, however, was that when we got to Myrtle Beach, we were informed that they were going to refuel and go back to Fort Lauderdale! If you stayed at Myrtle, you were on your own. If you went back to Fort Lauderdale, they would put you on the next flight to Norfolk, which was happening, oh….four days later. Talk about a rock and a hard place.
I had seen this movie before and booked a rental car even before I was able to disembark plane. It was here where National Car Rental exemplified what good customer service is. If you have tried to rent a car on short notice in the last couple of years, you know it is as reliable as the Big 12 Conference winner in the national playoffs. They may promise to show up, but when it actual comes time to perform, it is anyone’s best guess as to how it will turn out. National has a policy of not doing one-way rentals out of that location, but they took pity on everyone – waiving that restriction even for non-Emerald club members. For me, it meant nearly six hours in a rain soaked drive to get back home. Having already spent one night in an airport, it was no contest and climbing into my own bed at 3 a.m. felt sooo good.
Epilogue
Allegiant wasn’t all bad. It only took one follow up email for them to credit me back half my flight. They also threw in a $50 voucher. That’s the equivalent of the Cleveland Brown’s front office offering to make all your future quarterback picks for free. It’s a nice gesture but one you will never take advantage of. In the end, Hyatt and Allegiant just didn’t make the cut. They need to see coach and turn in their playbook.