Towards the end of March, I was having multiple issues getting RUC’s applied correctly. I spoke with an agent who had no clue and then I asked for a supervisor who seemed very annoyed that they had to speak with me. Very rude and even they didn’t know the policies.

A few few days later, I called back and spoke to a nice agent who tried to help. She was pleasant and even gave me a voucher for the issues I experienced.

She told me that a whole new batch of agents at a center in Atlanta were training to take calls from
premium customers. This included both agents and supervisors. She apologized and said it sounds like you got one of them. She said that typical agents don’t normally handle RUC’s and that training was still occurring.

I hope that the Atlanta Diamond agents are better than their gate agents and flight crews which I find to be the most uncaring and sometimes rude.