Originally Posted by
hhoope01
As to the Plat line experience, I do agree that they definitely don't provide the same level of service they used to. Back in the day, they would call a hotel directly for me for various reasons (like staying at an RI and trying to get a 2-bedroom suite upgrade). They would call, talk with the hotel management and let me know if the hotel was willing. The Plat line doesn't seem to want to do those types of things any more. And in the distant past, I very rarely would have to wait to get an agent, but now, waiting seems to be the norm and actually getting an agent instantly is the aberration. So I definitely agree there has been a decline in service there.
I agree with this part as well, although I only need to call them once or twice a year. I'm not sure why the OP would look to find availability online and then call to book rather than just complete the booking online (but I digress).
There's no direct evidence to back this up, but I have to imagine there are a LOT more platinum members than there used to be "back in the day". Combine that with cost-cutting in call centers (probably justified by the projection that most members can perform tasks online that they used to have to call for), and we are now faced with hold times. And I guess it's just harder to get qualified customer service agents now who know the system and are willing to work hard.