Originally Posted by
hobo13
Yep, totally agree. And 25% seems about the odds. I've needed to split a reservation so I can make changes for one person. This is a pretty routine task on most carriers. But by golly, I've had Frontier agents that have absolutely zero clue what I am talking about. And then you get some that just do it. It's crazy.
I have to wonder how many chats they are fielding simulateously. They MUST be doing something, because it often takes a couple minutes for them to respond to each thing you say. The forced multi-tasking would be hard for anyone. But layer on English as a second language, and then a lack of subject matter expertise and it quickly becomes a not great customer experience.
Yeah, I've also noticed the lag and thought that they must be required to "multitask," and that's the cause (or at least a major contributory factor) to the braindead-ness of a lot of the communications. They're just not paying enough attention to YOUR problem to understand it.
Splitting a reservation? Yup, that's exactly the type of small problem that a major airline could address in a couple of minutes that would be a complete wildcard getting Frontier to fix.