Let me start by saying, any time I complete a flight safely, I'm happy. And, also, I have been a bit of a supporter of National Airlines. Although the service is uneven, a find the inexpensive direct flights and the easy-to-obtain upgrades to be worthwhile incentive to fly the airline. That said, here's a description of my miserable return flight from Las Vegas this past Monday, July 24:

12:40 pm flight to Newark was cancelled out of Vegas, due to mechanical difficulties (pilot's chair was not working mechanically, and though it was working electrically, FAA requires both to work -- true, JMT?).

Got tickets for 4:30 pm flight to JFK, was given $300 voucher and promised that bags would meet me in NY, along with transportation to Newark.

Got cab to Mandalay Bay. Before I could say anything, we were in the tunnel. The tunnel to Mandalay Bay, on a Monday afternoon at 1:30 p.m.! $11.50 fare, I gave the guy $12.00 and walked away.

Lost a bit at the tables, then we went to the bar at the House of Blues for some lunch. Enjoyed that. Cab back to airport, told the guy not to take the tunnel, to which he responded, "Why would anyone take the tunnel from here?" I told him about my ride there, and he just shook his head. Fare to airport was $7.00 -- to this driver I gave $10.00.

Flight to JFK was uneventful. On ground at around 12:30 a.m. It was then that things got "interesting."

The people working the gate were unable to attach it properly to the plane. (JMT - Are these airline employees, or airport employees?) First they tried the door by coach. Couldn't line it up. Then they tried to do it by the door near the cockpit. No dice. I was watching this from my window. 5 minutes, 10 minutes, 15 minutes. The USA-Soviet docking in space looked easier than this! (JMT -- Is there any reason for it to be that difficult to align the gate with the door?)

Many appologies from the flight crew. At one point, the pilot comes on the P.A. to appolegize, and says, "Watching this from my window reminds me of the story about monkies playing with a football!" Interesting, though I've never heard that story.

20 minutes pass, and someone starts ringing the flight attendant call button non-stop. Bong. Bong. Bong. Bong. Flight attendants walk to the back of the cabin. From what I understand, there's a scuffle. When they finally get the gate attached (about 35 minutes after landing), there are a few of New York's finest there to meet the offender.

On to the baggage carousel which, for National at JFK, is an endless, almost comical, walk -- a labrynth to "Domestic Baggage." We finally get there, and none of the Newark-bound passengers' bags are there. Surprise, surprise. Worse yet, there is only one person there from National, a young woman who clearly has just started with the airline, who doesn't know what is going on. As some of the passengers get upset with her inability to answer questions, words are exchanged. Unpleasant words. Finally, the young woman picks up the P.A. microphone by the carousel and starts screaming at the passengers, "I AM TRYING TO HELP YOU! I AM THE ONLY ONE HERE! YOU WILL NEED TO LEAVE ME YOUR ADDRESS, AND WE WILL SEND YOUR BAGS TO YOU."

I decided to get my own ride home, rather than taking the bus to Newark airport. Finally got home at about 4:00 a.m.

Next day, I began calling to find my bags. Could not get ANYONE to answer the phone at the "Baggage Customer Service" area. Left voice mails, got no return call. Finally spoke with someone in Newark, who told me, at first, "No, your bags aren't here." Then after dicussing the matter with him for a while longer, he asked, "What was your name again?" I told him. It was the same name I had when our conversation started. This time, however, his answer was different. "Oh, yes, your bags ARE here."

He promised to send my bags out to me right away, after which time they might arrive at my house anywhere within a six-hour window. I didn't ask him why it might take six hours for them to arrive. I just wanted my bags back.

7:00 p.m. that night, my bags arrived. They WERE my bags. I WAS surprised.

So ended the ordeal.

P.S. -- Still, I'll use my $300 voucher.




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Mark L. in NJ

It sounds like most of your National trips have been favorable, but we also need to hear about the bad experiences like this one.

I feel kind of sorry for that overwhelmed baggage agent, and I fault her supervisors for putting one inexperienced person in that position. I'm glad to hear you finally got your luggage.

Markl,

Thanks for informing all of us about your experience with National. We flew National in March and had a good experience. After hearing some reports lately such as yours and Lee's, I'm glad we're flying U.S. Airways on the next flight to Las Vegas. If I hear of many other bad experiences by TalkVegas members, I might have to rethink future plans of flying National. Wonder if they've grown too fast and it has affected the good service that some of us experienced on some of their earlier flights.

Thanks again for letting us know the good and the bad. That's the best way we can all help keep each other informed.





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Beth@talkvegas.com

Daisy --

I agree with you about the baggage agent. Frankly, she simply was not equipped to handle the task she was trying to handle. She clearly was incredibly overwhelmed, and it's hard to blame her. There is no excuse for not having someone who can actually deal with the situation on the spot to take care of things.

Beth --

You raise a good point about National maybe expanding too fast. They opened service in Philadelphia fast on the heels of their JFK service, and now have followed up in Newark. One of the flight attendants was talking about how they have movies on some planes, and are equipped with screens on others to show movies but don't have the video equipment installed. Not taking the time to install video equipment on otherwise "movie ready" flights seems to me an example of growing too fast. I definitely have seen a decline in quality on each of my flights with National, along with an increase in the price to upgrade to First Class. One thing is for sure, though -- National is forcing other East Coast airlines to offer competitive non-stop fares to Las Vegas.

[This message has been edited by markl (edited 29 July 2000).]

Mark,
Thanks for the info.on your "flight".I will definetly rethink my National plans for the future! On my next trip I'am going UA anyway I upgraded with miles to 1st Cl.I think someone else brought up some good reasons not to take these "New" airlines.The unprofessional employees was one of them.Also baggage problems and no back up planes in case of trouble.Sometimes a few bucks just isn't worth it!I hope they improve in the future.I wish SW would go out of JFK or LGA non-stop to LAS.They do go out of ISP but not non-stop.Too bad.Sorry your trip went bad in spots ie: cab ride and National problems.TTYL.
Bob NY.

Markl,
You got the same type of "stuff" I got on our National flight. The people arn't trained well enough to handle things when things don't go as planned. I feel, as Beth pointed out, alot of this might be growing pains (growing too fast), another might be the unemployment rate right now. Quite frankly, good employees are even harder to come by now, then they have been in the past. I know I would not leave a job that I've held for a number of years to go with a young start-up, like National, if I where in the business. M2C


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Lee-PA
Moderator, What's New Forum
lee@talkvegas.com

[This message has been edited by Lee-PA (edited 30 July 2000).]

Mark, WOW! Sounds like there are some people who need some more training. I hope the pilots are well trained.
On my return flight last month from Las Vegas we struggled to make it to 15,000 feet. Then all of a sudden the pilot decided we should go back to the 10,000 foot level sideways. I almost passed out. This was on Continental. 2 more times he did this and never once did he get on the intercom to tell us everything was ok. Even the Flight Attendants were scared.
Like you, I consider any flight that lands successfully to be a success.


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John
Moderator Dining Forum and Entertainment, Attractions and Sightseeing Forum
john@talkvegas.com

A GOOD flight is when everyone walks away from the plane.
A GREAT flight is one where they can use the plane again! <G>

jm

Jeff...or this one...

Take offs should equal landings!

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Lee-PA
Moderator, What's New Forum
lee@talkvegas.com