It seems like I have been fighting a lot with big corporations lately. First it was Comcast about by internet bill, and now it is US Airways/America West.
The gist of the story is this, I was one minute late to the ticket counter (29 minutes early rather then 30) so they wouldn’t let me check in. They put me on standby for the next flight and I raced through security and get up to my original flight to try and get on it. It was still there, they were still boarding, I asked if I could get on they said nope you were late. I looked at the people still filing onto the plane and looked back at them and realized they were serious. As I stood there for the next 15-20 minutes they gave my seat away to a stand by.
After the trip I called customer service to complain, mostly because when I did get booked I was given first class for three of the flights and only got it for one. All she would say was “failure to comply”, we aren’t going to do anything, and you are lucky you got one first class upgrade. I tried questioning the policy and all that got me was a startled “I’m pretty sure God inscribed our policy on stone tablets”.
I cannot imagine a policy more calculated to piss someone off then giving their seat away while they stand two feet away and watch. I for one will be making every effort to take my business elsewhere. US Airways, tell your friends.
This makes me think about corporations in general. Policy makers seem to be so removed from the actual business that there appears to be no connection between the two. Add to this the fact that the people enforcing the policy seem to be frightened that if they use their brain it might get used up and you have arbitrary policy that is rigidly enforced in absurd ways.
The bureaucracy is expanding to meet the needs of the expanding bureaucracy.