People Express Encounters ‘Perfect Storm’ of Delays and Cancellations
People Express, an ultra low-cost carrier that started flying in late June from Newport News, Virginia, to Newark, Boston, and Pittsburgh, suffered a service meltdown over the weekend.
According to the airline’s Facebook page, several crew members at the small airline, which flies under the same name as an unrelated low-cost carrier that operated in the United States in the 1980s, had emergencies that kept them from flying.
The airline’s president, Mike Morisi, posted a mea culpa on Facebook saying, “We have had a day we wish would never happen…a day where we disappoint our customers,” and promised that all passengers who were impacted by the delays and cancellations were accommodated in hotels and given meal vouchers.
The message was well received by many as the right way to communicate with customers, although some passengers were nonetheless quite upset.
Morisi went on to say “we are all truly sorry about all of the inconvenience today’s delays and cancellation caused and we are working very hard to add additional crews and work out the kinks,” while also asking passengers not to scream or curse at a “25 year old customer service representative in an airport lobby.”
Some customers were not convinced. “I don’t think people express will be in business much longer,” said Andrew A Mosher on the airline’s Facebook page, while another, Sid Solomon, said, “This is what you call a non-apology apology. Good customer service means not insulting your (understandably frustrated) customers as you apologize to them.”
Still, at least one person saw a brighter side: “At least we got dunkin donuts,” said Emily Holoman.
(Photo: Accura Media Group)