Originally Posted by
JohnnyP
Pretty disappointing. I recently switched to the US card from GBP and service has been night-and-day. Example: I called the number on the back of the card to change a travel reservation. After some quick banter, the woman realized she was “in my pod.” It became all about “how nice to meet you, tell me more about you, welcome to Centurion, etc.” And it’s brilliant, they wait on hold for me: “Sir, the online travel team is backed up right now. Why don’t I call you back when I get them on the line?” Brilliant. Actual service that cares about my time. That kind of service never happened in the UK, where half the time it felt like they were doing me a favor by just talking to me.
Since the recent change to the pod system I am feeling a very similar take on the service, really a roll of the dice as to whether the person who answers the phone has a clue or not. Got one last week who was fantastic and a great chat as we went into detail of an itinerary and she found a couple of real gem options. Called back to change one date and had done the research already re space and cost online before calling, took forty minutes for a truly simple change - by chance my old assistant was in the car and pointed out that my old RM would have taken the info and done it all offline with informed consent that I'd already accepted the charges and only called back with an issue - whole call would have been two mins absolute max due to extended hello goodbye