Originally Posted by
SQ319
I think calling them lazy is unjustified.
If they are lazy they would have just left it as that, instead of going to many managers to find the correct costing.
You can't blame them as being lazy if they are not trained correctly by SQ in the first place. The root cause is the training (or the auditing to ensure that the correct policies are complied with) or the system (which is not able to give the correct pricing), not the character of the agents.
Fair point and I'm guessing SQ's crap IT has a lot to do with it. It is frustrating and judging from the number of posts on mixed-class redemptions on this forum and SqTalk, I'm sure there is some training inasmuch as mixed-class redemptions are not that uncommon of a request. It seems like every week we have a post with someone having an issue getting a ticket like OPs ticketed.
I have only once been able to book a mixed-class redemption on my first call. Last time I pressed the first agent told me SQ had "just changed the rules regarding mixed-class redemptions," three agents later the agent knew exactly what I was doing.
Training, IT or laziness, I expect more from SQ. I apologize if my post offended anyone.