Originally Posted by
Anonba
I cant believe it took 40+ mins even with some problems 20 mins would be a long time really. Maybe new ish agent combined with problems possibly.
There were undoubtedly [system] problems as the agent told me everything was 'taking longer than usual'. When one considers the steps; a. key in record locator, b. verify the customer's ID, c. select seat on flights, d. save; I reckon that should take a couple of minutes.
I do feel for the agents when IT is working against them, but another 15-20 customers with similarly trivial issues could have been served on chat in the time my 'call' took. Even better, had I been able to select the seats myself an agent wouldn't have been involved at all.