2-3 hour phone wait, Aug 23???

Old Aug 23, 19, 4:08 am
  #1  
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2-3 hour phone wait, Aug 23???

Recording says “connectivity issues.” It then tells me I have a hold time of between 1 hour and 57 minutes and 2 hours and 57 minutes.
zrs70 is offline  
Old Aug 23, 19, 4:53 am
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Originally Posted by zrs70 View Post
Recording says “connectivity issues.” It then tells me I have a hold time of between 1 hour and 57 minutes and 2 hours and 57 minutes.
WOW! You must be special! Is it something that could be done via text message? 82008.

James
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Flying for Fun is offline  
Old Aug 23, 19, 7:16 pm
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I got through on the Gold line very quickly and then had an agent who despite my elite status insisted she is now required to read to me every condition for booking and for changing an awards ticket as well as every possible option for handicapped services as well as to explain in great detail the BA fees....all in all a call that would usually take about 8 or 9 minutes took almost 25. Wondering if she is a trainee or is this, as she said when I asked, truly a new requirement? If it's a new requirement, they'll have long hold times!

Last edited by kileysmom; Aug 23, 19 at 7:17 pm Reason: wording
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Old Aug 25, 19, 12:45 am
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Originally Posted by kileysmom View Post
I got through on the Gold line very quickly and then had an agent who despite my elite status insisted she is now required to read to me every condition for booking and for changing an awards ticket as well as every possible option for handicapped services as well as to explain in great detail the BA fees....all in all a call that would usually take about 8 or 9 minutes took almost 25. Wondering if she is a trainee or is this, as she said when I asked, truly a new requirement?
It's true, actually, although it's not a new requirement. U.S. Department of Transportation regulations require that agents disclose all conditions/fare rules when selling a new ticket, changing/reissuing an existing ticket, disclosing operating carrier information, along with all airport accessibility information at origin, destination, and connecting points if you request a wheelchair or mobility assistance. It can take a little more time when inquiring about an award with Global Partners, as the all of the required operating carrier information must be disclosed at the time the flights are even offered for sale, let alone booked. Alaska can be fined if all of these are not properly disclosed, and all agents are routinely coached to ensure compliance.

Of course it's not their intent to sound robotic,though! The agents are coached to make these disclosures as quickly and thoroughly as possible, acknowledging they're required by the DOT.
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Old Aug 26, 19, 2:12 pm
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Join Date: Jun 2015
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I thought it was odd when I was speaking to an agent at the awards desk and she had to read out all the fare rules regarding change fees and then basically said "of course since you're Gold you don't have to worry about that".
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