Originally Posted by
Indelaware
Another way of saying this is that many of pmUA's agents were neither trained nor capable of using the system directly but were rather dependent upon technology to make the technology which they should have had expert knowledge of work.
That's a pretty creative statement.
How about this. UA agents used technology to improve efficiency and reduce processing time for repetitive tasks, resulting in cost savings in staffing and improved customer service delivery times while maintaining an older underlying platform. Indeed, FastRES and FastAIR were built to do just that, not compensate for agent's technical knowledge. The airline ultimately could do more with fewer people and customers waited shorter amounts of time for tasks to be performed resulting in better service metrics.
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Unduly personalized text deleted by Moderator per FT Rules.]