I've posted here of my wife's 40+ calls to US to book a single award flight to Oz for the three of us. Unbelievably poor service from the Mexican call center and NC. We had a few shining jewels based in Tempe, Reno and Winston Salem that finally got us where we needed to be.
This past Sunday my wife called to book a flight with the Juniper Annual Companion Cert. The first call was to NC and the agent ended up throwing her back into the queue, ala Mexican call center style. The second one was in NC and she may have well been speaking to someone in Manila and I don't mean a Spanish accent. She got the flight booked after a long time but had us spread across the plane even though I jumped in when my wife was at a point of getting ready to yell at her. I told her exactly what seats were open. IMHO she was dumber than a box of rocks. Finally I gave up and figured I would change it on line. I asked her for the confirmation number and she sighed out loud and made a comment of "I gotta go back in troo all dis stuff and find it." I hung up on her. I called back in 30 mins later and got a very professional and friendly CSR in Tempe who provided the confirmation number to me. I decided to change seating on line and didn't ask her to do it.
Surprise! The website didn't work....
I called in again and got Mexico City where the CSR told me that only Preferred could have the seats I wanted. DUH! My and my wife's profiles say Gold. I point that out to him and finally get the seats.
- Does US realize how much this cost them?
- Does US realize how honked off my wife and I are when we have to go through this BS?
- Does US realize their broken website is costing them operational dollars right up to the point where the customer walks off for life?
The answer to all three questions apparently is
NO!