Excessive Hold Times for MVPG Reservations Line?
Mar 13, 2017, 12:17 pm
#1
Original Poster
Join Date: Jan 2005
Location: Portland, OR
Programs: AS MVPG, Hyatt Platinum, Hilton Silver, Hertz Five Star
Posts: 129
Excessive Hold Times for MVPG Reservations Line?
Just tried to call into the MVPG Priority line, and was told by the automated system that it would call me back within 36-53 minutes. I recall fondly the days that being MVPG mattered and I got a live person every single time within a minute, and even that was a rare long wait time. What happened?
Mar 13, 2017, 12:26 pm
#2
Join Date: Feb 2005
Location: JNU
Programs: HH D, AS MM/MVPG for life/AL, Awesome Wipes VIP Club, NEXUS, Hertz 5-Star Gold
Posts: 2,893
Just tried to call into the MVPG Priority line, and was told by the automated system that it would call me back within 36-53 minutes. I recall fondly the days that being MVPG mattered and I got a live person every single time within a minute, and even that was a rare long wait time. What happened?
Mar 13, 2017, 12:29 pm
#3
Join Date: Oct 2001
Location: SW WA
Posts: 3,884
I'm guessing weather has some part to play, but I've noticed hold times increasing. Last week I called to change a reservation that I couldn't change online, and I waited 32 minutes on the MVPG line. There was no weather issue at that point, so I think wait times are just creeping up.
Mar 13, 2017, 12:48 pm
#5
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,067
East Coast flights are only a small fraction of AS's schedule. The current waiver impacts 7 airports (4 markets), a couple of which have just 1-2 flights a day.
This storm has been forecast for days. You would think AS could mobilize their res folks and schedule overtime in advance to accommodate a blip like this with minimal impact to their call center holds.
This storm has been forecast for days. You would think AS could mobilize their res folks and schedule overtime in advance to accommodate a blip like this with minimal impact to their call center holds.
Mar 13, 2017, 1:54 pm
#6
Join Date: Jan 2001
Posts: 2,834
The weather just adds a small amount to what has become a very overwhelmed customer service structure, particularly the phone agents. I've had several conversations with apologetic agents that have explained they're completely buried and understaffed. I have several email requests for various issues related to IROPs in queue, some of which haven't been answered in five weeks. If that's the response time for their better customers (75K), I wonder how long the response time is for a one-off customer?
Mar 13, 2017, 1:56 pm
#7
Join Date: Apr 2009
Location: YYF/YLW
Programs: AA, DL, AS, VA, WS Silver
Posts: 5,950
I've only been MVP/MVP Gold for a few months. One of the things that has, in the past, always stood out to me about AS is that a very competent and friendly reservations agent answered almost immediately most of the time when I called with no status. Now, as a Gold, I typically get 10-30 minute waits.
Mar 13, 2017, 2:37 pm
#8
FlyerTalk Evangelist
Join Date: Jun 2001
Programs: DL 1 million, AA 1 mil, HH lapsed Diamond, Marriott Plat
Posts: 28,190
East Coast flights are only a small fraction of AS's schedule. The current waiver impacts 7 airports (4 markets), a couple of which have just 1-2 flights a day.
This storm has been forecast for days. You would think AS could mobilize their res folks and schedule overtime in advance to accommodate a blip like this with minimal impact to their call center holds.
This storm has been forecast for days. You would think AS could mobilize their res folks and schedule overtime in advance to accommodate a blip like this with minimal impact to their call center holds.
Mar 13, 2017, 5:51 pm
#10
Join Date: Jun 2016
Programs: AS MVP Gold, Marriott Lifetime Gold, National Executive Elite
Posts: 247
I typically call the MVP/Gold line with my recognized number and the standard line with a work phone simultaneously. Surprisingly, my call to the standard line is often answered immediately, while the MVP/Gold usually has a wait.
Mar 13, 2017, 10:49 pm
#11
FlyerTalk Evangelist
Join Date: Dec 2007
Location: BOS/ORH
Programs: AS 75K
Posts: 18,323
Mar 13, 2017, 10:53 pm
#12
Join Date: Jun 2004
Location: Anchorage, AK
Programs: Lifetime AS 1MM & MVPG, AS MVPG100K, AA, DL, HH-G
Posts: 8,250
Currently at 52 minutes and counting. That music is getting really, really annoying. No option offered for a call back.
I need to make a schedule change for a flight tomorrow that cannot be done online.
I need to make a schedule change for a flight tomorrow that cannot be done online.
Mar 13, 2017, 11:14 pm
#13
Join Date: Jul 2004
Location: Seattle, Wa
Programs: AS 75K & BR Member- HHonors Diamond - Hertz PC - Marriott Titanium - IHG Ambassador
Posts: 2,379
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.
