Jet Call Center Reps...
Sep 25, 2011, 11:27 pm
#1
Original Poster
Join Date: Sep 2005
Location: BOM-SIN-EWR
Programs: UA*G (1K again), Sixt Plat, *was*: SQ QPP01 & SK EBS/EBG, LH SEN, AA EXP, 9wPlat
Posts: 8,606
Jet Call Center Reps...
Am I the only one getting connected to complete unintelligent call veterans reps?
They do not even know the codes for other airlines???
its basically *us* teaching them how to do their jobs, especially when "there is no senior available"!!
They do not even know the codes for other airlines???
its basically *us* teaching them how to do their jobs, especially when "there is no senior available"!!
Sep 26, 2011, 12:54 am
#4
Join Date: Apr 2011
Location: Goa, India
Programs: Marriott Titanium, IHG Plat Ambassador, Hyatt Explorist, Qatar Gold, Vistara Gold
Posts: 1,286
I also find it ridiculous that they have a separate set of reps for Premiere / Plats.. It's like Gold/Silver members don't matter anymore.
Sep 26, 2011, 1:20 am
#5
Moderator: GLBT travelers, India-based Airlines and India; FlyerTalk Evangelist
Join Date: Jan 2004
Location: Asia
Programs: Yes!
Posts: 15,512
The Premiere/Plat reps aren't all that they are cracked out to be! It is just a case whether you have to wait 30 secs or 3 minutes to get hold of someone incompetent!
Sep 26, 2011, 5:04 am
#7
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,653
i agree....i was on the phone with a rep just this morning regarding redemption on a partner airline & i asked her to check availability on a certain airline....she said they were not a partner so i told her they were & i had just flown then a few months ago....she kept insisting they were not partners with jet so i asked her to put me on hold & check....she came back a minute later apologizing....
Sep 26, 2011, 6:30 am
#8
Join Date: Feb 2011
Posts: 30
i agree....i was on the phone with a rep just this morning regarding redemption on a partner airline & i asked her to check availability on a certain airline....she said they were not a partner so i told her they were & i had just flown then a few months ago....she kept insisting they were not partners with jet so i asked her to put me on hold & check....she came back a minute later apologizing....
Sep 26, 2011, 7:36 pm
#10
Join Date: Feb 2011
Posts: 30
I doubt if this has anything to do with outsourcing. Regardless of in house call center or contracted, Training is must. There has to be proper quality control over service calls. Although it says "Your calls may be monitored or recorded for quality and training purposes", I doubt if they ever hear it.
Sep 26, 2011, 8:00 pm
#11
Original Poster
Join Date: Sep 2005
Location: BOM-SIN-EWR
Programs: UA*G (1K again), Sixt Plat, *was*: SQ QPP01 & SK EBS/EBG, LH SEN, AA EXP, 9wPlat
Posts: 8,606
Oct 1, 2011, 12:53 pm
#13
Join Date: Oct 2007
Location: LONDON
Programs: CX DM, BA G4L, QR PLT, EK PLT, Hyatt CourtesyC, HH DM, SQ PPS, BonvoyTit, UK, VS, UA, DL, AA
Posts: 1,715
Trust me the Plat / Premiere / First class reps are in no different and the 9W call centre simply stinks - even worse than Kingfisher. This is something they just can't seem to get right. In contrast the BA CC in India is among the finest they have systemwide and probably one of the best airline call centres I have experienced globally.
Oct 1, 2011, 1:20 pm
#14
FlyerTalk Evangelist
Join Date: Apr 2009
Location: India
Programs: Bonvoy Lifetime Titanium, IHG Plat, HH Gold, Trident Plat, DL Diamond, AI Maharajah
Posts: 29,653
Oct 6, 2011, 7:50 pm
#15
Join Date: May 2010
Programs: AA EXP, Marriott PLAT, Starwood PLT, Hilton Silver
Posts: 185
When I called to requets a seat assignment they actually were helpful but my biggest problem was that I had a hard time understanding the agent. Took a while to get everything across.