Rant-Why doesn't HH phone line have caller id to identify members calling?
May 22, 2017, 8:58 am
#1
FlyerTalk Evangelist
Original Poster
Join Date: Sep 2006
Location: Toledo, OH
Programs: Delta DM & MM, Hilton DM, Marriott gold, Hyatt Globalist, Alaska 75K, Wyndham Diamond,
Posts: 15,399
Rant-Why doesn't HH phone line have caller id to identify members calling?
I know this is going to sound petty to some but I get irritated every time I have to call Hilton and enter my HH Number and zip code and then give the live rep my phone number and email every time (not to mention if someone is driving it's dangerous they don't offer the option to give the info via voice).
I have an upcoming trip and had to call both Delta and Hilton over it since it involved some things that couldn't be done online.
When I called Diamond their caller ID recognized my number and I was greeted with a computer message "welcome back xxx" Talked to the diamond desk agent and they got everything handled without being asked any info. Only info they asked was if the email on record was good to mail the receipt to.
When I called Hilton about the availablility for using a citi cert from the phone number they have one file I had to type in my HH number and then my zip code. After being connected to an agent even though I had just put in my HH number and zip code the agent required me to verify my phone number on record (which is the phone I was using) and my email.
It would definitely save me a lot of time if their system worked like Delta's and some other companies I have to call and just have caller ID and if you are calling from that number on your account leave it at that. Seems like it would save the HH agent time as well by not having to verify that info.
I have an upcoming trip and had to call both Delta and Hilton over it since it involved some things that couldn't be done online.
When I called Diamond their caller ID recognized my number and I was greeted with a computer message "welcome back xxx" Talked to the diamond desk agent and they got everything handled without being asked any info. Only info they asked was if the email on record was good to mail the receipt to.
When I called Hilton about the availablility for using a citi cert from the phone number they have one file I had to type in my HH number and then my zip code. After being connected to an agent even though I had just put in my HH number and zip code the agent required me to verify my phone number on record (which is the phone I was using) and my email.
It would definitely save me a lot of time if their system worked like Delta's and some other companies I have to call and just have caller ID and if you are calling from that number on your account leave it at that. Seems like it would save the HH agent time as well by not having to verify that info.
May 22, 2017, 9:39 am
#3
FlyerTalk Evangelist
Original Poster
Join Date: Sep 2006
Location: Toledo, OH
Programs: Delta DM & MM, Hilton DM, Marriott gold, Hyatt Globalist, Alaska 75K, Wyndham Diamond,
Posts: 15,399
I know, but is someone going to really spoof a number to call Hilton? And even if they did if they know the persons HH Number through fraud they'll surely know their phone and email
May 22, 2017, 12:05 pm
#4
Join Date: Dec 2016
Posts: 246
Hilton is in the final stages of arranging for Honors points to be redeemable for virtually anything on Amazon. The bad guys (who have until now been limited to using stolen points to buy electronic goods on the current Hilton shopping mall, which is run by Maritz and is pretty crappy) can't wait. The security around Honors accounts is pretty weak. As others have pointed out, spoofing Hilton's phone system is trivial. Asking members to repeat their details is tedious (and not terribly secure), but in the absence of a robust PIN based system, etc is better than nothing.