CX Phone Priority for OWE?
#1
Original Poster
Join Date: Nov 2015
Location: JFK
Programs: DL DM; BAEC Gold; Hyatt Globalist; Hilton Diamond; Marriott Titanium
Posts: 39
CX Phone Priority for OWE?
Is there any way to get priority in the long CX reservations telephone queue as an AA EXP? Or is that only reserved for CX GO/DM? I've generally had hold times of 30+ minutes.
#3
#5
Join Date: Mar 2004
Location: London
Posts: 224
For shorter wait times, try calling different regional/language call centers. I have had good luck with their Mandarin-speaking lines - even though I speak Mandarin, most agents can actually speak English. Their UK line usually also have fairly short waits, but the quality of the agents are appalling.
#6
Join Date: Jun 2006
Location: NYC/SIN
Programs: CX DM, SQ KF
Posts: 2,176
#7
Join Date: Apr 2001
Location: HKG/HND/OOL
Programs: QF Emerald. SQ Gold.
Posts: 3,175
i just want a dedicated J or F reservations number to call when i need to change my premium class booking... MPC line is hopeless beyond most vanilla date changes... in the old day i remember there were premium reservations line.
#8
#9
Join Date: May 2007
Programs: UA 1K, Hyatt Globalist
Posts: 5,525
I don't think this is the case. Incoming calls to AA get screened and routed to the appropriate desk (EXP or general--in practice even though AA advertises separate "desks" for PLT and GLD, they are all answered by the same agent pool as general members) based on the phone number and the linked AAdv account. AA does not have access to the phone numbers of partner FF programs, so it will route them to the general desk. And once you have an agent from that desk on the line, it's moot point to ask to be rerouted to the EXP desk on the basis of your OWE status, IMO.
#10
Suspended
Join Date: Nov 1999
Posts: 24,153
been on Hold forever close to 1 hr, wanted to chose seats, change FFB# and order special meals, if I go to a CX counter at an airport will they beable to help me? Its for a tkt within Asia w/o a US flight attached to it
would still like to have the answers to the above, but thankfully they finally picked up 1hr 13mins, they were able to do everything ist nice getting an exit row w/o being fleeced to death for it
would still like to have the answers to the above, but thankfully they finally picked up 1hr 13mins, they were able to do everything ist nice getting an exit row w/o being fleeced to death for it
Last edited by craz; Jul 24, 2017 at 1:09 pm
#11
Join Date: Feb 2003
Location: 1A
Programs: Elite Diamond Purple Dot Gold Silver Titanium for life
Posts: 1,822
Am I the only person who thinks OWE should have access to the DM line?
Oneworld is all about continuity of service standards across the alliance.
OWE already gets everything which DM has access to... check in, seating, lounges, onboard greeting, upgrades etc.
If I'm OWE calling CX to modify a reservation and I'm on hold for an hour, I don't think "oh im not DM, therefore, its okay". I think - this is Oneworld, and EVERY OTHER touch point and interaction I have with CX is at OWE service levels -- but the call center is slow and takes forever.
Oneworld is all about continuity of service standards across the alliance.
OWE already gets everything which DM has access to... check in, seating, lounges, onboard greeting, upgrades etc.
If I'm OWE calling CX to modify a reservation and I'm on hold for an hour, I don't think "oh im not DM, therefore, its okay". I think - this is Oneworld, and EVERY OTHER touch point and interaction I have with CX is at OWE service levels -- but the call center is slow and takes forever.
#12
Join Date: Dec 2008
Location: Hong Kong
Programs: CX DM
Posts: 1,140
Am I the only person who thinks OWE should have access to the DM line?
Oneworld is all about continuity of service standards across the alliance.
OWE already gets everything which DM has access to... check in, seating, lounges, onboard greeting, upgrades etc.
If I'm OWE calling CX to modify a reservation and I'm on hold for an hour, I don't think "oh im not DM, therefore, its okay". I think - this is Oneworld, and EVERY OTHER touch point and interaction I have with CX is at OWE service levels -- but the call center is slow and takes forever.
Oneworld is all about continuity of service standards across the alliance.
OWE already gets everything which DM has access to... check in, seating, lounges, onboard greeting, upgrades etc.
If I'm OWE calling CX to modify a reservation and I'm on hold for an hour, I don't think "oh im not DM, therefore, its okay". I think - this is Oneworld, and EVERY OTHER touch point and interaction I have with CX is at OWE service levels -- but the call center is slow and takes forever.
#13
Join Date: Nov 2007
Location: Hong Kong
Programs: CX, UA, Shangri-La, Hyatt, Starwood
Posts: 7,708
Am I the only person who thinks OWE should have access to the DM line?
Oneworld is all about continuity of service standards across the alliance.
OWE already gets everything which DM has access to... check in, seating, lounges, onboard greeting, upgrades etc.
If I'm OWE calling CX to modify a reservation and I'm on hold for an hour, I don't think "oh im not DM, therefore, its okay". I think - this is Oneworld, and EVERY OTHER touch point and interaction I have with CX is at OWE service levels -- but the call center is slow and takes forever.
Oneworld is all about continuity of service standards across the alliance.
OWE already gets everything which DM has access to... check in, seating, lounges, onboard greeting, upgrades etc.
If I'm OWE calling CX to modify a reservation and I'm on hold for an hour, I don't think "oh im not DM, therefore, its okay". I think - this is Oneworld, and EVERY OTHER touch point and interaction I have with CX is at OWE service levels -- but the call center is slow and takes forever.
Check in....mostly yes, but not 100pct. DMs are issued buggy vouchers are check-in for far gates. OWE isn't.
Upgrades....no. Golds are still ahead of OWE for upgrade priority.
Lounges....not 100pct (DM can bring +2, OWE +1).
Onboard greeting: no. OWEs get the lame ISM greeting, true. But they usually miss out on the additional (and more useful, IMO) follow up by the SP and FPs.
An airline would be foolish to give its OWE peers identical treatment as its own. Makes 0 business sense. CX complies above and beyond with the OW rules, but there is nothing prohibiting them giving better treatment to their Diamonds, and they do. It's the only thing keeping some of us, barely, here. Because others have better earn/burn ratios.
#14
Join Date: Jun 2006
Location: NYC/SIN
Programs: CX DM, SQ KF
Posts: 2,176
I don't think this is the case. Incoming calls to AA get screened and routed to the appropriate desk (EXP or general--in practice even though AA advertises separate "desks" for PLT and GLD, they are all answered by the same agent pool as general members) based on the phone number and the linked AAdv account. AA does not have access to the phone numbers of partner FF programs, so it will route them to the general desk. And once you have an agent from that desk on the line, it's moot point to ask to be rerouted to the EXP desk on the basis of your OWE status, IMO.
Could well be- but I did read something to that effect on here and at least one of my calls to cancel a booking last year got answered with a 'Welcome to the the Americans Airlines Executive Platinum Service Desk'.
http://www.flyertalk.com/forum/briti...ial-lines.html
Post#10
#15
Join Date: May 2007
Programs: UA 1K, Hyatt Globalist
Posts: 5,525
Could well be- but I did read something to that effect on here and at least one of my calls to cancel a booking last year got answered with a 'Welcome to the the Americans Airlines Executive Platinum Service Desk'.
http://www.flyertalk.com/forum/briti...ial-lines.html
Post#10
http://www.flyertalk.com/forum/briti...ial-lines.html
Post#10
If my original claim holds true, then you got lucky in reaching the EXP desk. Very rarely, if EXP agents are free, the computer will route them calls from the non-EXP queue, thus why they answer with "welcome to the EXP desk" out of habit, as they rarely get non-EXP calls in the first place.