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Old Mar 18, 2024, 12:46 pm
  #1  
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Join Date: Mar 2007
Posts: 4,975
Customer Care calls routing back to reservations?
Have been trying to reach customer care today and it keeps routing them to regular reservation agents after the initial call goes through. Even when agents transfer me to customer care it ends up leading back to normal reservation agents. Anyone experiencing similar recently?
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Old Mar 18, 2024, 12:49 pm
  #2  
 
Join Date: Jan 2001
Posts: 2,841
Originally Posted by olouie
Have been trying to reach customer care today and it keeps routing them to regular reservation agents after the initial call goes through. Even when agents transfer me to customer care it ends up leading back to normal reservation agents. Anyone experiencing similar recently?
Yes, overload goes to reservations and they triage the calls. But the transfer back to Customer Care has worked for me.
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Old Mar 18, 2024, 12:51 pm
  #3  
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Originally Posted by flytoeat
Yes, overload goes to reservations and they triage the calls. But the transfer back to Customer Care has worked for me.
Thanks, will try it again but last 2-3 calls all went back to reservations once the agents transferred. Maybe I'll wait until things cool off.
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Old Mar 18, 2024, 12:54 pm
  #4  
 
Join Date: Jan 2011
Location: Seattle
Programs: Costco Club
Posts: 1,155
Originally Posted by olouie
Thanks, will try it again but last 2-3 calls all went back to reservations once the agents transferred. Maybe I'll wait until things cool off.
what’s the issue? Maybe reach out on socials?
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Old Mar 18, 2024, 12:57 pm
  #5  
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Originally Posted by StevenSeagalFan
what’s the issue? Maybe reach out on socials?
Got an offer to change my flight, did so, but the process to get the travel certificates errors out saying the tickets are invalid. From socials they said only customer care can help.
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Old Mar 18, 2024, 1:25 pm
  #6  
 
Join Date: Jan 2011
Location: Seattle
Programs: Costco Club
Posts: 1,155
Originally Posted by olouie
Got an offer to change my flight, did so, but the process to get the travel certificates errors out saying the tickets are invalid. From socials they said only customer care can help.
Ugh, I bet thats super frustrating. Why can't Alaska have good tech!? Good luck!
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Old Mar 18, 2024, 2:58 pm
  #7  
 
Join Date: Nov 2016
Location: On a plane or a beach
Programs: Yes
Posts: 3,156
Originally Posted by olouie
Have been trying to reach customer care today and it keeps routing them to regular reservation agents after the initial call goes through. Even when agents transfer me to customer care it ends up leading back to normal reservation agents. Anyone experiencing similar recently?
Originally Posted by flytoeat
Yes, overload goes to reservations and they triage the calls. But the transfer back to Customer Care has worked for me.
This is correct. 🤙🏻🍹
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Old Mar 27, 2024, 7:44 am
  #8  
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Join Date: Nov 2009
Location: SEA (the REAL Washington); occasionally in the other Washington (DCA area)
Programs: DL PM 1.57MM; AS MVPG 100K
Posts: 21,375
Originally Posted by olouie
Got an offer to change my flight, did so, but the process to get the travel certificates errors out saying the tickets are invalid. From socials they said only customer care can help.
this cropped up intermittently when the program was launched a couple months ago

iirc if you enter just the last four digits of the ticket number the system will process the credit correctly
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Old Mar 27, 2024, 7:53 am
  #9  
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Join Date: Mar 2007
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Originally Posted by jrl767
this cropped up intermittently when the program was launched a couple months ago

iirc if you enter just the last four digits of the ticket number the system will process the credit correctly
Sadly that didn’t work. All sorted by customer care after some calls but I think they said it was an ongoing issue if the credit issue date was in the future.
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Old Mar 28, 2024, 9:33 pm
  #10  
 
Join Date: Aug 2001
Location: San Jose, CA USA
Posts: 1,792
Hard to defend/sugarcoat the power failure on the part of AS on this one. I've been the recipient of similar power failures in the past, and wrote MInicucci about it. Things improved soon after, but I doubt it was because of what Minicucci did executively. I think the improvement was a random event.

I truly sympathize with the posts about inaction from customer service. This sucks. Just hope it doesn't last too long. I still like AS and am a shareholder. Stock rising lately and analysts like what's going on with that. Nevertheless, hope this doesn't last. I think upper management needs to know what's going on. Truly sucks when the backstop for complaints on upper level problems doesn't work.

Some may want to defend AS on this, but it doesn't resonate with me. They need do have the will to do better. Hard to help customers if they can't communicate their problems reliably.
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