US Airways Dividend Miles - Frustration using Gold line

:td:Difficult with the language barrier. The agent couldn't seem to understand the correct dates of travel, couldn't understand seat requests, messed up our DM numbers---put mine on my husbands and none on mine. Is this normal for the Gold line? When I was a DM Silver I never seemed to have these issues. Are the Gold lines outsourced to another country or was it I made reservations on a holiday?

Might be the holiday or just your luck. I've had both good and not so good experiences with the gold line. My last call involved adding my middle name to my account and it took so long I was worried my account would be totally messed up (and my middle name is pretty easy) but she got it right. Just seemed like it shouldn't have taken about 10 minutes.

The Gold line CSR's I have spoken with have all been based in the US. Perhaps you are right, because of the holiday maybe fewer of the US based reps are working this week-end and the routing went to Manilla. My last dealing was quite complicated and took almost an hour and I do have to say she continued to check in with me, apologizing for my having to wait. As the resolution was quite positive, the wait was inconsequential.

Most likely the holiday.

I called today to sort out a damaged item and got two very foreign accents.

It had to do with the holiday. All preferred line agents are based in Reno, with the exception of the CP agents who I believe are based in Winston-Salem (correct me if I'm wrong, please). The general line is outsourced to the Philippines.

CP lines are indeed in Winston-Salem. There must have been a skeleton crew on over the weekend; I made about 9 calls to the CP line trying to sort out some award travel and managed to get the same agent twice which never happens during normal workdays, and got quite a few that weren't up to the normal CP line standards. Hold times were also a little longer than usual so I think calls were just being routed to wherever there was an available agent. The only times I see this happen is major holidays and during big irrops.

I called the Silver line yesterday and ended up being connected to the CP line.

I was okay with that.

I called the Silver line yesterday and ended up being connected to the CP line.

I was okay with that.

I had the exact same thing happen about 2 weeks ago. I really miss those wonderful folks in W-S. I'm back to flying regularly, so it won't be too long before I'm ringing their phones again.

There are three locations: Phoenix, Winston Salem and Reno. You might get connected to another country on a holiday or in the middle of the night.

I ended up having to call AGAIN because she overcharged me $50.00. I used one of my $99 companion certificates for my husband. Was quoted one price but charged another. Of course it will be up to 2 weeks OR 2 billing cycles for this to be corrected. So let's see.....wrong DM account info, no middle initials even though I gave them to her to make SURE, wrong seat assignments (I fixed that one myself but the agent told me one thing and then did another), wrong price, wrong date even though I had to tell her 3 times the CORRECT date for departure. Geez, thinking I should have hung up and tried again to get a different agent. The Supervisor got involved and supposedly corrected the problem but ended up putting my DM number on both of our reservations. Not sure how helpful the Supervisor was. I learned my lesson though---never to make reservations on a holiday again!