Originally Posted by
maalloc
As anything related to customer support, Ulti TAs are hit or miss.
Even with TAs, hang up/call again is a very valid strategy when you feel the agent is not efficient in answering your requests.
In my experience, it's more common to end up talking to less-than-ideally-trained agents when calling outside of office hours in France (09h00-18h00).
I agree with you. My personal experience with the French line:
- by phone : globally positive. Some good to excellent agents (majority), some bad ones. I noticed also a higher risk of having a bad one out of office hours. The TA team is not enough empowered IMO (I have the feeling they had more "freedom" at the beginning of the program, but it could just be a wrong perception from me. Does anyone here feel the same ?)
- by email : globally negative. I get a lot of wrong / approximate / incomplete / disappointing answers. This is really so frequent that I always wonder if the email team is the same as the phone team.
Among the things that surprise me in my interaction with the TA team is that they often just use the same basic ressources as us (app, website). A few examples:
- I can't check-in on the app because of a glitch, I call and they tell me "I try on AF website and yes I see the same glitch as you", while I expect they can use a more sophisticated internal AFKL system that may not be affected by the glitch
- despite our great lounge thread in this forum
, we have a few missing lounges and we all know how bad and outdated the Skyteam lounge finder is. Most of the time if I ask a lounge question to the TA, they just look at ST lounge finder on ST site, while I am sure AFKL have their own database of worldwide lounges they contract with.
Overall, hit & miss with room for improvement.