Originally Posted by
UVAhoo06
I'm becoming increasingly disheartened by the fact that there are "search limits" to the number of itineraries or possible reroutings elite phone agents can look up. When I called the Elite line, one agent said that she was already over her limit for searches. She went further and said that the floor manager at the call center was walking around making sure that they weren't spending too much time on each passenger.
I asked her whether this was a new policy, and she said that this was operating procedure. I pushed a bit more and asked when this policy was implemented, and she didn't know. This is ridiculous. Even though I'm on a revenue ticket, no CSR, especially when it comes to searching for Award tickets, should tell a customer that she's over her limit and needs to let him or her go. I asked her whether this was, in fact, the Medallion line. She said yes.
I recall an earlier thread about this issue, and so if the moderators want to move this post there, that's fine.
Look, I'm not a DL or a NW apologist; rather, I am one who wants to be treated with some sense of respect and dignity as a paying customer, especially on the elite line. Being dismissive on DL's end is NOT the way to go.
if this is a new policy. What kind of crap is this? Sorry to bring it up, but I never had issues with wait times with NWA and almost every agent I spoke to would do whatever it took to get me the itin I wanted within the constraints. I once spent 45 min over the phone researching itins til we found what I wanted. That is what I define as good CSR. If this is a new policy by DL, then
to more beancounters losing sight of what is good CS.