Originally Posted by
YOWkid
Maybe it's time that you do Doctor.
Well I have news for you, there is no regulation that says, "AC Regulation 2.1.6.2, thou shall tell a customer where his/her incoming plane is".
And I never said all agents are knowledgeable in getting this information. I just questioned as to why you think you are entitled to know what the regulation is so you can read it back to them if they don't get your way. Agents who know the system well enough will know how to get the information. And those that don't won't. Simple as that. Like others said, call back.
And frankly, I'm surprised you never called a Super Ego concierge to find out that information.
In terms of your comment on my not carrying a laptop, so what if I do not have one. I challenge you to describe as to how a laptop would necessarily improve a doctor's or a frequent flyer's ability to function.
My goal, in part, by bring this issue for discussion on this forum is discuss ways as to improve AC customer service.
When an agent says, as this one did, that the agents do not have the ability - yes, she would not be knowledgeable; yes, I could call back - but no, in the future I do not want to do that - in the future, I want to go over with that agent that she/he is in error, without going into a back and forth argument on the issue. I will not win the argument, if I do not have facts (ie regulations, if such exist) to support my argument. One way of correcting the agent is - yes - quoting published regulations or standard of practice - which is how we work in medicine (quoting published study data or published practice patterns) - it is very hard to argue with published statements/regulations. (if you came to me with a argument in my field and you felt you were right but I knew you were wrong, I may not be able to win the argument with you (even as the specialist in my field) - if it went that far, without published data to refute your argument).
The goal for me is that all such agents, when asked the next time, will correctly respond to the customer, if they have the ability to retrieve the infromation. If they can not retrieve the information, and if they quote to me that the agents do not have the ability to perform this function, then by quoting regulation, it would be easier for me to ask that agent to ask a colleague/supervisor for the information (and subsequently learn how to retrieve that information).
And frankly, I am surprised at your last statement. There is no concierge in LAS (and don't tell me I could have called the concierge agent in YVR for that information).
In terms of your 3 letter word that you repeatedly characterize me - we can get into a debate on that. I would argue that you are the one with that characterization - and part of my argument is precisely that you characterize me as such.