Why I still hate apologies

 

Hey guys,

 

Yesterday I flew back to Austin from Phoenix via US Air.  I will never fly with those jokers again, no matter how many free trips they offer me.

 

I was in Phoenix to get some “prolo-therapy” done on my lower back (an MRI revealed 3 bulging disks), and prolo-therapy entails injections, causing the back to ache and swell for a day or so before it starts to get better.

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So, by the time I got to the airport my back was aching, and I was hoping for an on time departure, a quick nap, and I’d wake up in Austin.  Not too much to expect—Southwest accomplishes it all the time.

 

However, luck was not with me.  First off, the plane was later.  They apologized for that.  Didn’t make the plane show up on time.

 

Then the plane showed up, and they boarded us.  They apologized for the delay.  It did not speed up time.  They said we would leave as soon as a minor maintenance issue was fixed (they assured us we had a “good plane”).  Then they apologized for that.

 

The apology did not fix the issue.  In fact, it wasn’t minor.  It was major and we had to get off the plane.  They apologized for that.

 

They fetched us a new plane.  Told us it should be ready to board in 20 minutes. 50 minutes later it still was not.  They apologized for that.  It didn’t make the plane ready to board.  So, you guessed it, they apologized again for it.

 

We finally get on the plane.  There’s another maintenance issue causing a 30 minute delay.  They apologized for that.  Didn’t fix the issue.

 

We finally get airborne.  They keep apologizing.  We get there three hours late.  More apologies.  I guess they think it makes it OK, because they were very, very good at apologizing.

 

What they were not good at was getting results, just apologizing.  And I hate apologies.  They always mean, “we screwed up, and we’re about to do it again.”  If you’re truly sorry, show me, don’t tell me.

 

They told me.  They didn’t show me.  I won’t fly them again.  I’ll fly Southwest to Phoenix from now on.  They never apologize.  They just get me where I’m supposed to go.

 

On with the fun….

 

 

-John Alanis

“The King of Let ‘em Come to You”

 

 

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