Does Alaska recognize your phone when you call?
Dec 31, 2019, 2:39 pm
#1
Original Poster
Join Date: Dec 2003
Location: Oakland CA
Programs: DL Gold, AS MVPG, Globalist
Posts: 1,008
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.
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.
Dec 31, 2019, 3:07 pm
#3
Join Date: Feb 2016
Location: San Diego, CA
Programs: Southwest A-List; Alaska MVPG; Hilton Diamond; Avis PreferredPlus; Marriott Bonvoy Platinum Elite
Posts: 919
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.
Sample script might be something like:
Me: I have an upcoming flight to Boston....
Agent: Is that the one on Feb 29th?
Me: yes.
Dec 31, 2019, 3:20 pm
#6
Join Date: Aug 2008
Location: Seattle
Programs: AS MVPG, Alaska Lounge, HHonors Silver, Bonvoy Gold, National Executive
Posts: 455
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.
Dec 31, 2019, 3:20 pm
#7
Join Date: Aug 2018
Location: PDX
Programs: AS MVP Gold 100K
Posts: 2,329
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.
As a note, I always call from the number listed in my profile.
Dec 31, 2019, 3:22 pm
#8
Join Date: Jan 2008
Location: Seattle, WA
Programs: AS MVPG, 1MM
Posts: 377
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.
Dec 31, 2019, 3:23 pm
#9
Join Date: Nov 2010
Programs: AS MVPG, HH Diamond
Posts: 232
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)_/¯
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)_/¯
Dec 31, 2019, 5:42 pm
#10
FlyerTalk Evangelist
Join Date: Aug 2002
Location: Bay Area, CA
Programs: UA Plat 2MM; AS MVP Gold 75K
Posts: 35,068
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.
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.
Dec 31, 2019, 6:16 pm
#12
FlyerTalk Evangelist
Join Date: Oct 1999
Location: Juneau, Alaska.
Programs: AS 75K;BA Silver;AA G;HH Dia;HY Glob
Posts: 15,813
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:
MVPG line not recognizing my phone number suddenly
To what purpose do the automated responses really serve when calling?
Call Center Improvements
MVPG line not recognizing my phone number suddenly
To what purpose do the automated responses really serve when calling?
Call Center Improvements
Dec 31, 2019, 6:31 pm
#13
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 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’.
Dec 31, 2019, 7:48 pm
#14
Join Date: Dec 2007
Location: USA
Programs: AS MVPG75k
Posts: 330
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.
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.