vxlax

I understand that VX launched SFO-DEN, and as part of that, they "created jobs" by launching a Denver-based call center in Aurora, CO. The problem is that this new call center is incompetent beyond belief! Their staff do not know a single thing about VX! I just called now and the person asked for my record locator. Had I never flown a legacy, I wouldn't know what she's talking about! It's called a confirmation code! Or a PNR... The same person also told me that complimentary upgrades to MCS were available a week before departure. But of course, when i pushed her to do it, she said "no available" (perhaps, only perhaps, because it isn't actually available until T-24 for golds and T-12 for silvers...). Pathetic. I could rant on and on about this, but I had to share it.

To be sure: the folks based on Dallas and Seattle are fine. But my problem is that 8/10 i get connected to a Denver-based incompetent. Totally unacceptable!

flyingcat

Wow that's saying something. The Xerox people in SEA used to be considered the least bright when compared to DAL.

In the end maybe they know Alaska will cut them all loose so they don't care.

sfozrhfco

This has been noted several times in other threads. The SEA office was never great either but these new people seem like they were just pulled off the street minutes before the call started. The training they seem to get is "good luck". Make up any answer you think would be logical and hope the customer believes it. Terrible degradation of the brand.

Ace Cdn

In my years working for an airline it has been called many things Record Locator, confirmation code, file number, PNR locator etc. So just because they don't call it the same thing that you do to me isn't something to get worked up about. The fact that they don't know the policy of upgrading is just bad training.

ymx

I've had the pleasure of calling the Elevate Gold line a few times in the last week to get clarification on the Gold Status Challenge and each time the CSRs were incredibly clueless. I don't know which call center I was passed to. I thought VX was known for it's great customer service?

1K-SFO

Similarly, I called the Gold line last week to ask about the upgrade window -- and was told it was 6 hrs for Golds. It seems like a basic thing for the Gold line to know the ins and outs of the Gold status level...

cringle

It's a bit of a ruse. You reach the same agents, no matter which number you call.

writerguyfl

I agree. When I worked at the Disney Reservations Center, we sold packages with airline tickets. Different people would use different terms. That was especially true of travel agents. Some were adamant that it was a "PNR". One or two calls later, a different travel agent would insist on calling it a "Record Locator".

bevnetcraven

Called into the Denver call center for the first time today.

Definitely a downgraded experience. Totally clueless on procedures and basic stuff about the airline.

Oh well. RIP VX.

vxlax

My point is that VX made a branding decision to call it "confirmation code" -- presumably because its the most customer-friendly term. Infrequent fliers might not know what a PNR or "record locator" is. So when they send out emails containing confirmation codes, the agents should use the same terminology to ensure brand consistency/unity.

Yes, I know this is a very minor point -- but it just underscores some of the brand problems being caused by the Denver call center.

Ace Cdn

If that is what they are doing then I agree. But again it all boils down to bad training.

vxlax

The training is atrocious. They're trained to say "it's a great day here in Denver" and also to remind elites to bring their headphones but they don't seem to be trained at much else. I think an Indian call center would do the job better.

jamesreggio

This.

It's ridiculous that they're marketing their in-flight amenities at you when you call the elite line. I'm always tempted to say "ma'am, I flew with you 30 times last year; I'm quite aware of the (crappy, slow) in-flight entertainment system."

The AS elite lines are incredible. Their people are super well-trained, and I often spend less than one minute from dial to hang-up with them. Can't wait for the transition.

RedwoodA320

This Denver call center is abysmal. These people have no idea what they're talking about — although admittedly, they've gotten *somewhat* better since April.

Does anyone know if the Dallas contact center is still open? Has anyone spoken to a VX rep recently who said they're from Dallas?

Also, has the elite silver/gold email responses also been shifted to the Denver flunkies? I sent them an email inquiring about getting more ViaSat codes (which I did b/c VX's initial ViaSat email said "email the Gold Desk" to get more). Some idiot responded saying "Hey its XXXX from the BURN team" ... "below is some information that you'll find useful for ViaSat" and then he pasted the instructions to either (1) use the ViaSat chat to launch a free session [it doesn't work, they direct you to VX] or to email VX Gold [which apparently doesn't work, because you get an idiot telling you to email them].

ptownca

Dallas is very much open as of yesterday, as I now ask when I call in. Not sure of Seattle, where I find the best experience.