Hello fellow FA’s
Based on all the feedback we have received we decided to follow up on the ones with the highest frequency and highest rates of repeat occurrences.
The Hotel committee in conjunction with the company and travelliance continues to work tirelessly to ensure our FA group is provided the highest levels of comfort and ease when on an overnight. It remains our goal to try and resolve and issues you may have as long as they are well documented and brought to our notice in a timely manner.
The list below includes the hotels that we have received the most number of complaints regarding a variety of issues.
For the rest of the feedback we will continue to follow up with the hotels and keep the FA group in the loop as and when we learn of new information.
Below are the findings in regards to feedback received:
MGM- The hotel was assigning transportation to accommodate crews that are scheduled to leave 20 min apart. The hotel will no longer adjust the times, and if they are unable to accommodate shuttle for both crews, they will pay for a taxi for one of the crews to get to the airport on time. If this does not happen please contact travelliance and send us a feedback with the screenshot of your travelliance complaint, They are aware of the issues and will work with you.
IAD- The front desk is aware of all flight arrival/departure times and keeps track online as well. The general manager started working with the drivers to ensure they leave promptly and on time. Also stated that if there are going to be shuttle concerns, that the front desk will provide cab service to minimize any inconvenience to the crew members.
HVN-. The hotel had some trouble with some late and no show drivers, management has stated that when they have an early hotel departure, they will have one manager show up and if the shuttle is not ready, the manager will take them to the airport. Also, if the hotel knows there may be an inconvenience, they will arrange transportation for the crews.
MSN- General Manager working with the housekeeping supervisors to ensure rooms are properly cleaned. Received feedback this last weekend stating that mattresses feel new and comfortable, but curtains were noticeably old, and the AC had a hard time cooling the room. (GM stated that with the temperature fluctuation in the early spring/late winter, that the AC’s need adjusting in which they stated maintenance is going room to room making sure they are programmed correctly)
DTW- Hotel management stated that the hotel has procedures to properly treat stained mattresses. In regards to the feedback, and multiple rooms with stained mattresses, the hotel has gone through inspecting beds in each room to treat any that are stained. Housekeeping manager and General manager are the ones that followed up on the mattresses for treatment.
TLH- The season for the Palmetto bugs is almost over per the hotel. They have had a 3rd party pest control in to spray for the bugs multiple times in the last few months, and mentioned it has been an incident in many hotels in the area. Last feedback received was May 2nd.
GSP- Transportation at the Fairfield will be on the 10th and 40th minute on the hour. The Courtyard transport will be on 05 and 35 minute on the hour. For any reason the hotel shuttle won’t be available, they will reach out and have a taxi ready for the crew to avoid any delays. I have received two responses from crew in the last few weeks, one of which was a shuttle overbooking, that the hotel had set up transportation right away. The hotel will sign the crews up for the shuttle immediately to avoid any overbooking.
DAB- Reached out and employees are able to bring beverages in the van (coffee, water, etc). Currently, there are two restaurants next door to the hotel, and multiple within a mile, but it looks like the other restaurants are on the far side of a divided road. Only received two feedback reports and none regarding transportation in the last two months.
PHL- Transportation arriving late has been followed up with management to ensure that the driver leaves at an appropriate time to arrive at the airport as scheduled to pick up and drop off crew. There has been some complaints as well about food options. There is a restaurant on site, and was noted when the hotel was selected, that there is a shuttle that can take employees to and from restaurants by signing up.
CLE- 8 guest room renovations left and will be done by 6/1/18. We are currently not in CLE this month and will return in June. They are also doing renovations to the decor in the restaurant and parts of the exterior which will all be completed in July.
FLO Trans- When the Hotel was set up in our system, we had failed to factor in the time to and from the airport so the accurate hotel departure time was incorrect on the manifest. . We have gone through each market to ensure the time to and from the hotels are accurate to avoid the issue of incorrect van times on the manifests. Travelliance has regularly kept in touch with the transportation company on departure times for the crew members.
We still continue to receive multiple complaints about transportation. Please know that crews are now authorized to take cabs and ride share services at Block IN + 30. Even if the van is there and is waiting on another crew. If the driver refuses to leave you are still authorized to take alternate means of transport. The hotel when providing a shuttle will not reimburse crews, this has to be done through the CPO, Please fill out the expense reports and submit copies of your travelliance feedback form along with evidence of call history to prove the timeline.
Van Drivers are not required to have keys for crew members on the van. If they have them it’s a plus but it is not a requirement. And it definitely does not disqualify a hotel from being a good one and contractually compliant.
New hotel in LIT should be active. More details to follow on the next update
As always we appreciate all the feedback we receive through the correct channels. Please continue to do so in order to help us make your overnights at least a little better !