FlyerTalk Forums - View Single Post - Citi retention offers (2018

Mar 16, 2020 | 4:51 pm

#1008

mia

Flyertalk Posting Legend Moderator: Credit Card Programs, American Express, Capital One, Chase, Citi, Diners Club, Eco Travel, Signatures

Join Date: Jun 2003

Location: Miami, Mpls & London

Programs: AA, IHG & Marriott Platinum; DL & HH Gold

Posts: 51,833

Quote:

Originally Posted by anabolism

.... I wonder if the high call volume might be impacting how agents are handling retention calls, e.g., maybe they are too swamped and just cancelling/converting?

I have a vague recollection that some years ago Citi assigned agents from the retention department to general customer service duties, and there were no retention offers for a stretch. I am not sure if this was in the ~2008 financial crisis, or some other time. I will search for it, but I am not optimistic that I will be able to find because my recall is very hazy.