JonNYC

Called EP desk a few days ago with reference to an expiring/expired ticket. There's no question, now that I understand the situation and recall the details, that I'm in the position of asking for an exception and favor--that's fine, maybe they'll grant it, maybe they won't-- not a lot of $$ involved. I never ask for stuff. I didn't think I was asking for a favor when I first called the other day-- but when the EP agent explained it to me, I now fully understand that I am.

EP desk said they checked with tariff or rates and was told this request would have to be addressed to customer relations and that as an EP I could speak to them directly-- "just call back before 4pm tomorrow and ask us to connect you-- give it a shot!" Cool, I'll give it a shot.

Called just now and asked for CR and EP agent said "well let me take a look." Gave her ticket # and then explained the situation (there was a re-issue, etc.) She then started "blocking" for CR-- who I never even thought of asking for before it was suggested to me the other day-- was gonna' let it drop-- but EP agent the other day encouraged me to pursue it since "I fly so much" etc.

The keynote was the quoted portion-- I was gracefully trying to back out of the conversation, seeing that it was going nowhere, but EP agent insisted on finding out "why I was calling" since in her mind I was told the other day "no way." And, her precious final comment "I'm just trying to figure out why you're calling here??"

'Cause I was told to?

FlyACN

EP line sucks... that is my opinion... and for once you and I agree.

Saludos desde Buenos Aires!

askworldtraveler

If you were asking for something important like bringing back Sundaes - they would put you right through - Did you get to CR or just let it drop?

olimaspecto

Yeah, while I have been generally very pleased with the EXP desk I cannot understand sometimes why sometimes the attitude and helpefulness of certain reps can be so divergent. I have definitely the best (as well as some of the worst) service in my time as an AA customer when calling the EXP desk.

JonNYC

Nope, we don't. I still have a 90%+ positive experience with EP line-- "Sucks"? Not in my opinion-- that's why this exchange was such a shocker to me.

EP line is easily 50% of the appeal of EP to me.

As far as how I will proceed, she told me to "take it up with headquarters" so, I'l take it up with headquarters.

Darren

A few days ago...wouldn't that have been Sunday? NEVER CALL ON SUNDAY!!!! (or after hours). The 10% you referred to was *always* on the weekends. During the week, not one complaint.

JonNYC

Well, the bad call was today, the "good" call was either Sunday or Monday.

tom911

Look at the good side here. At least you didn't drop down to Gold

CloudCoder

hAAng up, cAAll bAAck, get AAnother AAgent. Geeez, I thought you knew thAAt.

Jakebeth

This is the kind of bullsh*t I absolutely detest.

It's bad enough when you get treated that way as a plebian customer. It's unforgivable to treat a 'good' customer that way, even if you're NOT going to grant the exception. It's disingenuous, sarcastic, bullsh*t, and it shouldn't be tolerated by AA.

I doubt it says anything about the EXP line, in particular. It's the kind of thing you're going to run into at any organization if you call enough, especially one with thousands of phone reps.

That said, I'm more convinced every day that while there are some AC duds, as well, I'm getting tremedous client value from the AC AAngels.

GUWonder

Is this what happens if someone were to call up the EXP desk "too much" and get the same "bad" agent repeatedly? (At least there doesn't seem to be too many of those in my experience.)

In any event, such attitude from the EXP AAgents -- or any others -- is undue.

JonNYC

At this point I don't even want to to that-- this *****y agent took me from just calling-- where I prefaced everything I said with "look, I know technically I'm out of luck" and/or "I realize I'm asking for a major accommodation here"-- to making me feel like a beggar and a conniver.

Fact is, I was actually trying to end the conversation as convivially as possible when she started with her "wait a minute, you were already told no on this??" routine. I -was- told the ticket was technically expired (It had been re-issued so I mistakenly thought it's date of issuance was actually March 10, 2005) but I was also told to call back and ask for CR-- even after I said "ah well, I guess I better keep better track of these things in the future"-- ready to write off the $800ish. Ya'ever see Gaslight?

I didn't get her name, but she had a very distinctive voice and next time she picks up I most assuredly wouldn't hesitate to hang up on her without even the normal pretense of a "oh-- I just got another call" etc.

What a dummy.

JonNYC

I'm not sure I catch your drift. Can you clarify?

tismfu

Would you worry about some sort of reprisal if you hung up on her (since she has your AAdv # when you call)? Like some sort of nasty note on your file? Or could you just get that 'scrubbed out'?

JonNYC

That certainly wouldn't be a concern of mine. YMMV though.