Super Rude DME phone person

[SarahInMN]

I really need to vent and ask has anyone else had this happen?

We're going in January for our wedding (staying for 10 days at the GF) and just added a day to our stay because we got the Chef's table at V and A's.

So, I call to update the DME reservation info. I give him our flight info and he says "Now, you're booking way in advance and flights will change. Plus you're flying Northwest which will probably be bankrupt and not flying anymore by January. So, when you have your new flight and airline info be sure to call us."

What? Yes, Delta and NWA are merging. We live in the Minneapolis area which is the corporate HQ of NWA so we know about the merger and how it will going to affect flights. The merger is highly likely but not yet locked in (stockholders vote at the end of Sept) which pushes out when consumers will see the effects. The time may change, the flight number will change, but there will still be flights from MSP to MCO. MSP will very likely still be a hub with either Memphis (NWA) or Cincinnati (Delta) hubs being eliminated.

I realize it's possible we won't be on an NWA flight BUT he didn't have to say it that way. He could have said "Certainly, your flight information may change. Be sure to update us."

Not nice and not funny.

I have a call in to the supervisor.

 

[TDC Nala]

Still trying to figure out why that was rude.

 

[SarahInMN]

Umm, I thought the "northwest will probably be bankrupt" part was rude. Because it may not be true and in someone (like my mom) who doesn't read about the merger in the papers everyday could send them into a panic of "I won't have a flight." Which is not entirely accurate and could have been phrased in a more benign, less panic-inducing way like "With changes in the airline industry, your flights may change and please let us know if that happens."

 

[jodifla]

Umm, I thought the "northwest will probably be bankrupt" part was rude. Because it may not be true and in someone (like my mom) who doesn't read about the merger in the papers everyday could send them into a panic of "I won't have a flight." Which is not entirely accurate and could have been phrased in a more benign, less panic-inducing way like "With changes in the airline industry, your flights may change and please let us know if that happens."

ITA! Totally unnecessary.

 

[DISNUT21]

What that DME agent told you was completely out of line. What people need to notice is that these agents are employed via contract by Disney to provide a service for Disney's future and present resort guests, and these people should follow the same protocol that CM's do. I would definitely call DME to complain about that agent, along with calling Disney to do the same. In also reiterating what SarahinMN said anyone who is not kept abreast of the mergers and bankruptcies currently going on in today's economy would freak out at the thought of their WDW vacation being held up by a flight change. Call and complain, no one should be treated with such blatant disrespect as you were.

 

[Brian Noble]

Yes, the agent was rude. But if I had that conversation, I would not personally find it vent-worthy, and certainly wouldn't spend my time figuring out who to complain to.

But, that's just me. If you're that unhappy about it, have at it.

 

[TDC Nala]

No, they shouldn't be expounding on the future of airlines with guests, but I still don't see "super rude." "You are out of your mind to fly that airline" would have been "super rude." I see nothing disrespectful in the conversation as reported.

 

[SarahInMN]

Maybe I should have chosen a different word than "super rude." Perhaps blatantly unprofessional?

I'm actually really worried about our guests being told something along those lines and then having them worrying that they won't get to Orlando in a timely fashion.

I did speak with the supervisor and she is going to reiterate to not expound on airline or merger info as that does change every day.

Sorry if some people don't think I should be upset by this.

 

[lilyv]

Maybe I should have chosen a different word than "super rude." Perhaps blatantly unprofessional?

I'm actually really worried about our guests being told something along those lines and then having them worrying that they won't get to Orlando in a timely fashion.

I did speak with the supervisor and she is going to reiterate to not expound on airline or merger info as that does change every day.

Sorry if some people don't think I should be upset by this.

Hope you have a good trip. About the "merger", it's not quite big deal it's made out to be. Delta and Northwest have had a partner-type relationship for awhile. When I flew on Delta points earlier this year, most of my flights were actually on NW.
An airline declaring bankruptcy can mean a lot of things, by the way. Sometimes it means the airline is going away, often it just reorganizes and is open for business the next day.
Personally, I wouldn't be bothered by the comments you heard. I'd just chalk them up to someone who really doesn't know much about the airline biz.

 

[goofy4tink]

This is why I always suggest that people call whomever they booked their trip through....most times it's Disney directly. DME doesn't seem to like to deal with the general public. They don't really have the information at hand because Disney doesn't turn it over to them until several months before the departure date.
Does that excuse the reps attitude? No, it doesn't. Small talk is one thing but to say some of the stuff that was said is out of line.

 

[bab31]

Yes, the agent was rude. But if I had that conversation, I would not personally find it vent-worthy, and certainly wouldn't spend my time figuring out who to complain to.

But, that's just me. If you're that unhappy about it, have at it.

I agree and I certainly would not try to get an employee in trouble over an off handed remark. Probably should not have said it but believe me every person has said something sometime that gets taken the wrong way or gee- I should not have said that, etc. I say have a little empathy and let it go.

 

[localdriver]

Try some DECAF.

 

[kaytieeldr]

Maybe I should have chosen a different word than "super rude." Perhaps blatantly unprofessional?

I'm actually really worried about our guests being told something along those lines and then having them worrying that they won't get to Orlando in a timely fashion.

I did speak with the supervisor and she is going to reiterate to not expound on airline or merger info as that does change every day.

Sorry if some people don't think I should be upset by this.

Fair enough. He should not have opined on the future status of any given airline. HOWEVER, the "Now, you're booking way in advance and flights will change." was entirely reasonable.

 

[bnlbebes]

Try some DECAF.

LOL

I work with customers at a casino here in NJ, and you never know how a customer is going to take what you say. For example - I am NOT supposed to ask them "How are you today?" because they may have just lost a few thousand dollars gambling.

It's difficult to know what to say, but the OP's reaction to what was said to her was IMO over-the-top. I don't believe the representative was trying to be rude or spread panic, but was actually trying to be helpful. Could he have used different wording, yes, I agree, but to report him for trying to bring a customer's attention to a potentially difficult future situation? ... I would have said "Thank You" and been on my way.

 

[LoveToDisney]

(In my opinion) one should wait to call your DME reservation in closer to your actual trip date. For a January trip, I wouldn't call DME to reserve until closer to the 60 day mark. Why have to call and call again to change things and call again to change things....just call with the correct information in plenty of time to get your DME tags closer to the trip.

 

[Hibernians]

Wow !

Talk about "Much Ado About Nothing". So the DME phone person advised you that flights are likely to change and also speculated that NWA may go out of business.

So what's the deal ? Why the need to call the supervisor ?

This is way too much drama.