Originally Posted by
d00t
Am I the only person who thinks OWE should have access to the DM line?
Oneworld is all about continuity of service standards across the alliance.
OWE already gets everything which DM has access to... check in, seating, lounges, onboard greeting, upgrades etc.
If I'm OWE calling CX to modify a reservation and I'm on hold for an hour, I don't think "oh im not DM, therefore, its okay". I think - this is Oneworld, and EVERY OTHER touch point and interaction I have with CX is at OWE service levels -- but the call center is slow and takes forever.
All the individual OW airlines would have to agree to give the same top priority to OWE and execute together for this to work. CX would be stupid to do this without its partners reciprocating. It's what you get from an alliance as opposed to one single entity - just as we get different varying product quality across the airlines in OW.