I'm probably one of the most patient people around-my staff tell me this all the time. I give borderline employees the benefit of the doubt, and many of them come around and turn out great. I am willing to give service personel the benefit of the doubt when they are having a bad day, or are under stress. I can sympathize as I also serve the public for a living. I am doing my best to try & trust Mr. Milton's 180 day promise that things will get better. I understand there was a gigantic task to merge 2 computer systems, and 2 corporate cultures. I can see the good results of this already. What I AM having a problem with is why in hell they can't get the phones right. I know they've probably got 15 gazillion lines going to 3500 different agent stations, and dedicated lines for different levels, but it's now been 2 weeks, and the glitch in their automated system to check your points still has the message from Rupert Duschesne cut in at the same point. I tried probably 9 or 10 times to get through on several different numbers today to speak to a warm body. The rough scorecard went like this:
1) busy signal: 2
2) Cut off after reaching "please wait for the next available agent" :twice
3) Line rings after being on hold, but no-one picks it up, and I can hear all the agents talking in the background. "Hello, hello, hello?--Cut off): once
4) On hold for 10, 16, & 12 mins.-gave up
5) Got a live body after only 2 mins. on hold: once, the last call, of course.
The kicker: the reason for my call was to check on where my BONUS points are for my flight to HNL a month ago. (That's a double points route, remember, boys & girls?) The very helpful Aeroplan agent couldn't tell me why my bonus was not on my account yet, but she checked with her supervisor , and they said "those points should have been on the account immediately after the regular points, I'll send an e-mail (to someone?) right away-the points will be credited in 2-3 days. So, watch your summaries very closely, kids. It seems we can't trust the technology department just yet--it's only been 6 months! I just don't understand why they can't get these things right-I shouldn't have to chase after my points week after week. My company just installed a brand new IVR tel system across 850 locations across Canada , along with a computerized in-house Loyalty program last
fall ,complete with bonus points, and the whole deal, and its been a breeze. Am I asking too much here? Someone please tell me I'm not!! Surely they can fix these systems a bit better without spending piles of $$ on equipment or expertise!! I don't blame the employees one bit for this-they must find it frustrating to have to listen to customers like me complain about this. God help the regular "newbie" Non-Flyer talker who doesnt
know an upgrade from a bulkhead. They may never get the points they are due.
Mad as Hell in YYC
