FlyerTalk Forums - View Single Post - Unbelievably poor customer service experience
Old Feb 26, 2019, 7:14 am
  #11  
Danwriter
 
Join Date: Jul 2007
Location: NYC-BNA
Programs: Lifetime Plat/4mm miles, Starwood, HiltonHonors
Posts: 655
Originally Posted by MitchR
IHG must be reading FlyerTalk. I called again on 2-25 and I was transferred immediately to a Case Manager. She understood the issue instantly and fixed it. Credits are now on my card. It was resolved but still a bit upset that I had to spend nearly two hours on this.
The coda to this thread is that front-line customer service is increasingly useless and mostly there for show. To get actual resolution of problems, you have to find your way to the top of the food chain (such as by intuiting CEO email addresses) or seeking alternate routes, such as Twitter (which actually is a good way to accelerate response in many cases). But I'd prefer to put the ingenuity and effort thus expended into something more useful, like, say, finding a cure for cancer.
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