America West FlightFund (Discontinued Program) - First annoying experience with HP ticket counter (SFO)

Yesterday, at around 6 pm, I went to HP ticket counter at SFO to purchase a ticket. I planned to use an Air Check Plus voucher so I had to personally go there to make the purchase.

There were only two HP employees behind the counter. One lady who wore a black blazer with an HP pin and a man wearing a grey polo shirt. After I told them I needed to purchase a ticket, the lady told the man to help me. He said, "Hmmm.. let me see if I still remember how to do it". I gave him my record locator and he asked, "What is this? Is this the record locator?". I started to roll my eyes and said yes. He tried to pull my reservation and failed. Tried again, failed, a minute or two passed. I finally asked the lady to help me instead.

She tried to book my reservation several times and each times she said the screen froze on her. While doing this, she said, "I'm not supposed to do this, you know" (like she's giving me a huge favor). She blamed the machine more and told me that she was not that dumb, that it's not her fault. I asked for an exit window seat because I'm an elite member. She said no, she couldn't do that. And that's fine with me.

After repeated tries and 40 minutes of headache, the transaction was finally completed.

Who was the employee in polo shirt? Pardon my ignorance, but he looked more like a baggage handler to me and I was so upset that HP allowed such an inexperienced person who couldn't even pulled a reservation to help out a passenger.

When the lady said, "I'm not supposed to do this, you know." What does she mean by that? Since they were the only two HP employees available, where should I go?

That is unfortunate. I am sorry you ran into so much trouble. I know from my experiences buying tickets at counters (PHX, LAS, SLC) that it has taken several minutes, and in all but one situation the agent knew how to complete the transaction with a voucher.

In one case the agent asked for preferred seating, but in the others I had to call the elite desk for seat assignments (this did not bother me because I knew the line was long and I did not want the agent to catch flack from the other passengers).

I am suprised they treated a customer, much less an elite, so poorly. I have had nothing but 100% great service from HP.

Thanks, AgtMulder. Yes, I was fine with the seating too, knowing that I could always change it later, but I couldn't believe it took so long to purchase a ticket. I have bought tix at HP counters in the past with satisfactory service from the agents too. :)

I have noticed the plain clothed people working the counters too. I think HP is a little behind the hiring curve in many cities and experiences high turnover in others so they are always training new people. I wouldn't be surprised if she was a new employee that was still waiting on her uniform. She probably never learned how to issue tickets in her initial classes.

I see this most often at LAX and New York.

The best people are at the Customer Service Centers in Phoenix and Las Vegas. If and when there isn't a huge line, these are usually the most experienced and efficient agents.

You may want to send a note to the airport manager in SFO to ensure that this is corrected.