Originally Posted by ATLonthebrain
This has been quite an interesting discussion. I'm glad someone decided to bring up their personal feelings about ATL's shortcomings to initiate a spirited round of posts. One question I have about the employees on Concourse E is whether they are paid or volunteers? I know for a fact that the Airport has a fairly extensive Airport Customer Service Program, but believe those employees are volunteers. And, if they are paid, you can bet they are not highly paid positions. As for the DL Conn and AirTran employees on Conc C, I have encountered both rude/nonchalant attitudes as well as pleasant/cheerful ones. And, yes, most of those faces were black, and largely female. Also, I recall during the Olympics there were dozens of volunteers staffed at periods throughout the day to assist those arriving into ATL internationally via Conc E. And, there are far more passengers utilizing that facility today than in Summer '96. I think those bodies are out there on Conc E for a reason, and it could very well be in collaboration WITH Delta and other carriers operating internationally @ ATL.
I fly through DEN quite regularly and it's a flip of the coin as to how the UA gate agents are going to "handle" me if and when I have a question. It just so happens that most of these agents are white or hispanic. Does the color of their skin dictate the attitude and helpfulness I can expect? I don't think so, personally. As for why the vast majority of these agents of note in ATL are predominantly black, I say look at the population within a 10-mile radius of the airport. The majority of those residents are black, and I suspect it is because they live in relative close proximity to the Airport that they seek jobs there. Also, if they don't have transportation, they can take MARTA to get to work @ ATL rather easily and cheaply.
I firmly believe in great customer service, and I think that the Airport itself (City of Atlanta, Department of Aviation) has been striving to deliver on a more consistent basis. I've noticed changes in my airport experience @ ATL over the last couple of years in comparison to previous instances. These changes are largely for the better. Of course there's room for improvement, but seems the Airport is largely on the right track. We can post here and gripe about what's wrong and needs fixing, but I suspect most of us have no idea whatsoever of what it takes to run the World's Busiest Airport, or any airport for that matter. I have extensive experience in this arena, so perhaps my perspective is slightly different and at least a bit more informed.
I am a black man, and I cringe just as much, if not moreso, when I encounter someone of my own ethnicity falling short of the mark in giving subpar customer service than with any other race (sadly, I witness this "falling short" event far too often...). Why is that? It's because I firmly believe that my race is often held to a higher standard of expectations, generally speaking, by those of other races. It goes all the way up the chain throughout socioeconomic status and professional rankings. I read online posts, watch body language, listen to comments made by people around me (whom I know and whom I simply observe), and it seems there is a different standard when the person(s) is black. As I said, even I do it, so I am not immune, but it's because I want to see others who look like me do better and strive for more. At the end of the day, I don't really care what color the person's skin is. The standard should be the same for all.
There are surely some who have been misplaced into positions with regular public interaction. It doesn't begin and end at the airport. It's everywhere. All I can hope for is that people generally feel more thankful for the fact they have a job in the current economic environment and that they put their individual and collective pride on display more regularly so it can be seen, felt, and heard. I might be living in a fantasy world, but I for one am grateful for and love my job and try to show it often. I wish more people could feel that way and be more positive.
|