Old Mar 1, 19, 2:52 pm
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Join Date: Nov 2003
Location: South Florida
Programs: AA LTG (EXP), Hilton Silver (Dia), Marriott LTP (PP), SPG LTG (P) > MPG LTPP
Posts: 11,314
Originally Posted by demkr View Post
I was just treated very rudely by Titanium support. They don't even let you finish speaking before they start their shpeel.

Before this merger, if I made a mistake while booking I would be able to call CS and have them make a change no questions asked, regardless of the type of reservation it was.

I booked a non-refundable reservation today and accidentally chose the wrong room type before booking. In fact, I wanted to upgrade the room type. I call in explaining the situation. The first comment I get from the CS agent is in a very angry tone. "YOU ARE NOT GOING TO MAKE ME CANCEL THIS RESERVATION." I was flabbergasted by the anger. I said "Excuse me, I don't think I heard you correctly?" She said "oh, I'm just reading the rules of your reservation. I don't make the rules, I just read them." Refused to even touch it.

Are they really this strict now? Are things really this bad over there that they are openly rude and obnoxious to their callers? I wasn't asking her to cancel the reservation, I was asking her if I could possibly upgrade the room type after making an error. I couldn't even get that much out until she started reading the rules to me monotone.

Is it worth calling in again and getting a more friendly agent, or am I going to be out of luck?
Apparently there is no repercussion for poor support, so yes, things are that bad. I would suggest a second call to hopefully get a friendlier agent that will at least listen to the request, or you may be able to contact the property directly. I think Customer Service needs to be retitled Corporate Support where what the customer no longers matter.
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