Does Alaska recognize your phone when you call?
 

Every time I call the MVP line, Alaska says 'Please enter your mileage plan number', and I have to manually key in my number.

I just called customer care to fix this, and the rep said 'they don't have the technology' to recognize a customer's phone number, and all customers need to manually enter their mileage plan number every time they call.

True? Given that its (almost) 2020, this seems like a simple capability to have.

This sounds very strange. I believe they recognize you and your status when you call. I've never been asked for my mileage plan number...

I hadn’t thought about it, but I don’t believe I’ve ever given that information to begin a call (either by typing it in or verbally). Every agent I’ve spoken to seems to have a quick grasp on my upcoming flights and can navigate to them without any hassle or even confirmation.

Sample script might be something like:

Me: I have an upcoming flight to Boston....
Agent: Is that the one on Feb 29th?
Me: yes.

Hmm, I have to key in my mileage number each time.

I too key in my Mileage Plan number each time. That's how I memorized it. :)

I'm recognized whenever I call from my cell phone, which is the number I have listed in my profile. I have to enter in my number if I call from a different phone.

I just called the MVP priority line to test it and was not prompted at all. The agent asked for my first name and that was sufficient.

As a note, I always call from the number listed in my profile.

Had a mechanical this past week that eventually became a cancellation. As folks rushed to the desk I called the Gold desk and was greeted with "Please enter you mileage plan number OR just say I don't know". The agent came on pretty quick, asked for my confirmation number for the flight...when she brought it up she goes "oh, you are having a bad day"...no kidding. Promptly had me re-booked, great service.

I have a couple of phone numbers in my account. When I call from the one set as my primary phone number, it goes to the MVPG priority line automatically. When I call from the other one (also a mobile phone) it doesn't.

On the MVPG line, after I give my name and say what flights I'm calling about sometimes they'll ask for the confirmation number and other times they'll call up the relevant itinerary without it.

¯\_(ツ)_/¯

What phone are you using?

AS recognizes numbers for sure. Is your phone blocking caller ID by default? If so, they wouldn't know who you are. If this is a work phone, this could be a company wide setting. If this is a desk phone at work, they could be using the caller ID of a main or general number.

My primary is my mobile and that what I call from. I just deleted my office number - will have to test it later.

The system recognizes my phone number when I call. In the past, the problems reported have arisen from calling from a different phone than their primary number, the phone number is associated with more than one account, caller ID blocking on your phone, problems related to merging of Virgin accounts and associated phone numbers, and other reasons. See also:
https://www.flyertalk.com/forum/alas...-suddenly.html
https://www.flyertalk.com/forum/alas...n-calling.html
https://www.flyertalk.com/forum/alas...rovements.html

I always have to key in my number. And I call from the same phone (the one in my profile) every time. No caller id blocking, no duplicate accounts. No associated phone numbers. Nuttin’.

I feel bad for you folks who have to key in a MP number. One of my favorite parts of The MVPG line is that they immediately know who I am, my status, and upcoming flights after I verbally confirm my name.

UA 1K line doesn’t do this and have always thought, “wow, here’s something AS tech is actually doing better than the competition.”

If it isn’t working for you, I would talk to CS about what the cause could be and HUCA if necessary. It’s a valuable time-saving feature when everyone is trying to get on a new flight, post-cancellation.

My mobile is also the primary for my children - that might be the issue!