Excessive Hold Times for MVPG Reservations Line?
Mar 14, 2017, 12:16 am
#16
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
Mar 14, 2017, 12:59 am
#17
FlyerTalk Evangelist
Join Date: Dec 2007
Location: BOS/ORH
Programs: AS 75K
Posts: 18,323
My couple interactions with VX phone staff have been cordial but laughable when compared to AS. Really astonishing how fantastic (and well trained) the AS reps are compared to VX. I smiled and laughed off the VX calls but thought to myself, seriously? They operate an airline with that level of service / knowledge. Oh, brother.
Mar 14, 2017, 11:26 am
#18
FlyerTalk Evangelist
Join Date: Jul 1999
Location: Over the Bay Bridge, CA
Programs: Jumbo mas
Posts: 38,628
The "good news" is that soon enough, after an insanely long hold time, when you tell the agent "I've been on hold so long it was still light outside when I called," the reply will be "sir, it is still light outside."
Mar 14, 2017, 1:29 pm
#20
Moderator, Delta Skymiles and Mileage Run
Join Date: Dec 2009
Location: Seat 2A
Programs: DL Diamond/MM, Hyatt Diamond, former AS MVPG 75K, Marriott Titanium, Hilton Gold
Posts: 2,940
The past 3 times I have called in during non weather events and had 30-45 minute holds as a 75K.
I am starting to think that there really is no priority outside of "Elite." I think all elites are in a singular queue, not prioritized by status.
I am starting to think that there really is no priority outside of "Elite." I think all elites are in a singular queue, not prioritized by status.
Mar 14, 2017, 3:16 pm
#21
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
Agree, doubtful that there is any elite queue prioritizing.
Mar 14, 2017, 7:13 pm
#22
Join Date: Oct 2010
Location: SEA/ORD/ADB
Programs: TK ELPL (*G), AS 100K (OWE), BA Gold (OWE), Hyatt Globalist, Hilton Diamond, Marriott Plat, IHG Plat
Posts: 7,763
Mar 14, 2017, 7:54 pm
#23
Join Date: Apr 2009
Location: YYF/YLW
Programs: AA, DL, AS, VA, WS Silver
Posts: 5,950
Never mind elites; until last year, as a non-elite, <5 minute holds was the norm. That may well be why they didn't bother with prioritization amongst elites.
Mar 14, 2017, 8:06 pm
#24
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,068
Mar 14, 2017, 11:29 pm
#25
Join Date: Jun 2004
Location: Anchorage, AK
Programs: Lifetime AS 1MM & MVPG, AS MVPG100K, AA, DL, HH-G
Posts: 8,259
4:30 AM call
I called at 4:30 AM AK time this morning, 5:30 AM SEA time and was on hold less than 5 minutes and had my issues resolved, so.....call in the middle of the night
Mar 15, 2017, 1:22 am
#26
A FlyerTalk Posting Legend, Moderator, Information Desk, Ambassador, Alaska Airlines
Join Date: Dec 2006
Location: FAI
Programs: AS MVP Gold100K, AS 1MM, Maika`i Card, AGR, HH Gold, Hertz PC, Marriott Titanium LTG, CO, 7H, BA, 8E
Posts: 42,953
Annoying as it was...
Mar 15, 2017, 1:28 am
#27
Join Date: Dec 2012
Location: YVR, HNL
Programs: AS 75k, UA peon, BA Bronze, AC E50k, Marriott Plat, HH Diamond, Fairmont Plat (RIP)
Posts: 7,832
I had to call twice today (IT glitch - when I tried to check in for my flight tomorrow, it said my international travel documents were invalid. What? I travelled on the same passport last week and the same passport and KTN have been in my profile for 6 years. And they are showing on the res but the system is kicking it back. But I digress).
First time, I got the option for a call back in 38-43 minutes. I think it took a bit longer than that, closer to an hour, I'd say. The rep thought she fixed it but I had to call back again. This time, no option for a callback but the wait was a bit quicker - was on hold for about half an hour or so.
First time, I got the option for a call back in 38-43 minutes. I think it took a bit longer than that, closer to an hour, I'd say. The rep thought she fixed it but I had to call back again. This time, no option for a callback but the wait was a bit quicker - was on hold for about half an hour or so.
Mar 15, 2017, 2:44 am
#28
Join Date: Jan 2017
Location: ANC
Programs: AS (75K+ miles flown) | Marriott Rewards | MLife Sapphire | Identity Silver | Hertz Gold Plus |
Posts: 209
You think a unknown number gets bumped up in the queue? That would be interesting.
Mar 15, 2017, 2:47 am
#29
Join Date: Jan 2017
Location: ANC
Programs: AS (75K+ miles flown) | Marriott Rewards | MLife Sapphire | Identity Silver | Hertz Gold Plus |
Posts: 209
Night!? 4 am that's a prime time to hit the road for a good fishing spot.
Mar 15, 2017, 6:51 am
#30
Join Date: Aug 2009
Location: PAE
Programs: AS MVP Gold 75k / AS Boardroom
Posts: 168
I can't see AS prioritizing the phone queue by elite status. They rarely even prioritize elite groups during the boarding process. All elites MVPs, Gold, 75k, partners, people wearing Russel Wilson jerseys are all lumped together.