The pilots are excellent, friendly, knowledgeable, and skilled.
But, don’t get your weight estimate wrong or Keith at the front desk will talk down to you as if you lied on purpose. I have family in aviation, so I understand the importance of weight distribution on an aircraft. But, when my wife’s weight came in above the number I had sent in, Keith had little to no sensitivity about it.
So, in the end my wife and I were not able to be on the same helicopter. I was upset about that, but I understand. They want to keep us safe, and flying in high heat can be dangerous. But, what I don’t appreciate is the way Keith handled the situation. Repeating statements like “This number is WAY over the estimate given to us.” is nothing short of an emotional punch in the face to anyone who has ever struggled with weight issues.
So, in the end, the stars I give are for the pilots. They are truly the 5 star champs of this company. But, my experience with Keith’s lack of sensitivity at the front desk quite literally ruined the experience for both of us. So, I would recommend that management coordinate some much needed sensitivity training for Keith. It would be a great improvement for your customer service.
Ответ от хоста
Jun 2021
Thank you for your feedback. As you mentioned, weight distribution is very important in keeping everyone safe, and it is very important that the weights provided are accurate in order to accommodate all of our guests. That said, we also understand how discussions like this can be uncomfortable and ask that our team members engage in these discussions in a tasteful manner. Your review has been forwarded to the appropriate managers and will be addressed accordingly. Again, we thank you for your feedback, and for flying with Maverick Helicopters.