Originally Posted by mtofell

Or was I just unlucky? I'm a pretty frequent Alaska flyer and know their routine well. Aside from weather and other occasional problems, the phone system is pretty reliable and you can talk to a friendly agent on the phone to help you out or, in the rare instance they can't, they immediately get you to someone that can.

I had to call into AA about some miles that were improperly credited to AA when I had given my AS FF#. They got the miles properly credited on one leg of the flight but not the second. I'm not even that upset about that as I get it that things go wrong. My beef is that the phone system is absolutely horrible and the reps are rude. I ended up in a loop of being transferred, having to wait 20+ minutes each time for a callback. The automated system to get a live person is a total joke. It can't understand what you want (and even admits it) but then just keeps asking the same questions. After three or four tries, get me to a live human!! At one point before I could even explain what I needed the lady barked that she was transferring me and was gone.... yep, then another 20 minute callback wait. When I finally got a live person (on the 4th call btw) in the right department she just immediately said, "there's nothing we can do" before I even finished telling her my situation. Yeah, that's a great response to a customer that you made a mistake with.

Maybe AS has just spoiled me? I just can't believe this is the way they treat people everyday. I hope my experience was out of the ordinary.