Alaska Airlines Mileage Plan - Rez Disappears & limited resources

View Full Version : Rez Disappears & limited resources

Nobbi

Dec 6, 06, 7:40 pm

So, I have a reservation for next May, made back in August, to fly from OAK to EWR and back. Bought the fare that got the immediate Gold upgrade. (We'll be taking the QM2 to England, spending some time in Europe, and then flying back to the east coast on another all C/j carrier.)

I finally realized that it would be advantageous to fly back the day after we get into NYC rather than spending 2 extra days on hotel rooms. I called the MVPG res line and got a very pleasant but ditzy male agent. Told him I wanted to change the return, and that I was aware there would be a $50 fee for my partner who is a merely MVP, not a GOLD.

The agent was quite off balance, asked when I would like to return (no, we're changing the return), and confirmed that it was only one traveller (no, we are two!).

I had checked that U space was available. But he could only put us on the waiting list.

I had forgotten about the change in what fare classes were ok for an immediate upgrade. :rolleyes: :( :mad:

So I told him to use my mvpg coupons for the upgrade.

After an hour or so, the reservation change appeared on "my trips" on the AS web site.

Fast forward one day. I try to pull up the rez tonite and it gives me an error. Call AS. I did. The woman couldn't help me; told me to call web support. I did at 6 pm. Too late by 5 sec. Closed. Go to live chat.

Please wait for a representative to respond. We are handling multiple chats, and we thank you for your patience.
Hello my name is Ricky. How may I assist you?
Stefan Lampe-Strang: Hi! I just wanted to pull up one of my reservations and was told I had to call in. I called the MVPG desk and they said it was a technical question.
Ricky: Do you have the confirmation code for the reservation?
Stefan Lampe-Strang: Yes, *****
Ricky: One moment please.
Ricky: I have checked that you will not be able to view this reservation online. There are some reservations that cannot be viewed online due to a group booking, vacation package, schedule change, etc. Please call MVP Gold Reservations directly at 1-***-***-****, between 5:00 a.m. and 12 a.m. (PT), 7 days a week to reconfirm your reservation.
Stefan Lampe-Strang: I was able to see it until there was a change in my return. It makes no sense not to be able to see it. I saw it after I made the change. Now it's gone. Please explain!
Ricky: Stefan, I apologize; I have limited resources here on chat. I would suggest you to call Alaska Airlines Customer Care at 1-800-654-5669 (Option 3) during the business hours of 8:00 am-6:00 pm PST, Monday through Friday, excluding Holidays. A representative will be able to assist you.
Stefan Lampe-Strang: Thanks, anyway! I'll email Rick Rasmussen!

Anyone care to tell me why I can't pull up a paid for, made on AS.com, totally AS metal, flight number, etc, booking?

westcoastman

Dec 6, 06, 9:17 pm

COpltASgldPHX

Dec 7, 06, 5:51 pm

No one on Flyertalk has any business using online chat. You are talking to someone in India who has limited power in fixing anything even remotely complex. Don't me wrong CS from India can be great for certain support but with AS online chat if you have anything out of the ordinary it is a waste of time. As far as it disappearing it could be many issues but web support use to be great with any issue before we were banned from calling them direct. Did you check under "Other" in your "My Trips"?

Firstly, Alaska does not nor has plans to outsource any call center or online chat agent positions. When you select the chat option you are in contact with someone in Seattle.

Secondly, you can still contact web support by phone. The toll free numbers for web support, consumer affairs, and mileage plan were all consolidated under the "Customer Care" toll free number which was the mileage plan contact number.

http://www.alaskaair.com/www2/help/contacts/HelpWeb.asp

Customer Care
For questions regarding our Web site:

Live Chat:
For 24-hour-a-day, 7-day-a-week assistance with our Web site, chat with Customer Care

Telephone:
Toll free: 1-800-654-5669

===First select option 3, then option 2=== The hold time is usually long but you will get to speak to someone and they will NOT be in India!

johnp012001

Dec 7, 06, 8:09 pm

Firstly, Alaska does not nor has plans to outsource any call center or online chat agent positions. When you select the chat option you are in contact with someone in Seattle.

Secondly, you can still contact web support by phone. The toll free numbers for web support, consumer affairs, and mileage plan were all consolidated under the "Customer Care" toll free number which was the mileage plan contact number.

http://www.alaskaair.com/www2/help/contacts/HelpWeb.asp

Customer Care
For questions regarding our Web site:

Live Chat:
For 24-hour-a-day, 7-day-a-week assistance with our Web site, chat with Customer Care

Telephone:
Toll free: 1-800-654-5669

===First select option 3, then option 2=== The hold time is usually long but you will get to speak to someone and they will NOT be in India!

Well, then something must have changed. According to http://flyertalk.com/forum/showthread.php?t=504612&highlight=india
Chat and password resets most certainly is outsourced to India. Thankfully only these 2 functions!

missydarlin

Dec 8, 06, 9:19 am

Nobbi-

I'm a little confused by your post -

The agent was quite off balance, asked when I would like to return (no, we're changing the return),

if you were changing the return wouldnt he need to know when you wanted to change it to?

Thanks, anyway! I'll email Rick Rasmussen

Rick is the director of loyalty marketing. If you wan't to know whats wrong with your reservation, you're best off calling reservations. It's likely there was a schedule change or something in your res thats keeping the website from reading it which is why online chat recommended that you call Gold Reservations as they are the only ones who could fix it if necessary

missydarlin

Dec 8, 06, 9:28 am

.....and i would strongly suggest removing all of your personal information out of your post.

Nobbi

Dec 8, 06, 6:50 pm

Nobbi-

I'm a little confused by your post -

if you were changing the return wouldnt he need to know when you wanted to change it to?

Rick is the director of loyalty marketing. If you wan't to know whats wrong with your reservation, you're best off calling reservations. It's likely there was a schedule change or something in your res thats keeping the website from reading it which is why online chat recommended that you call Gold Reservations as they are the only ones who could fix it if necessary

Thanks, for your answer, Missy. I'm sorry, I didn't make myself clear. After I had given the agent the confirmation code, I told him that I wanted to change our return to two days earlier and I gave him the date. After he rebooked it, he THEN asked me when we wanted to return.

And I did call reservations first as I have always done when there a reservation doesn't show up (as when the schedules has changed and they need to somehow reset it). They told me to call web support and gave me the number. It was closed since I called at 6 pm.

And thanks for the removing my info suggestion. Cholula already did do. I guess I'm just a little too naive to think that putting my name and a PNR on FT would cause me harm. :(

missydarlin

Dec 8, 06, 10:49 pm

And I did call reservations first as I have always done when there a reservation doesn't show up (as when the schedules has changed and they need to somehow reset it). They told me to call web support and gave me the number. It was closed since I called at 6 pm.

Did you get the problem resolved? If not, send me a PM.