Originally Posted by
EarlVolFan
Things got a little squirley with my scheduled late departure from TYS Monday afternoon, so I decided to SDC to an earlier flight. I tried on-line and got the changes had to be done over the phone screen, so I called the Diamond Line and was quoted a 2 hour wait, which would have put me past the departure time for the earlier flight.
Fortunately, my office is 5 minutes from the airport, so I just ran down there and had the agents at the check-in counter take care of it...easy peasy- it took about 20 minutes of my time!
I was AT the airport and the agents couldn't put me on standby for an early segment even though the gate confirmed there were seats too. I called and finally hung up after boarding was already completed for the flight I wanted--and this was after being hung up on by the ivr several times.
My wife builds contact centers for companies and call routing issues can automatically drop calls or route them in loops when things go wrong (happens much more often than you think), hence my asking.