EXP / Executive Platinum Desk - Service Experiences (2014+ consolidated)
Jan 12, 2015, 6:25 pm
#46
FlyerTalk Evangelist
Join Date: Jan 2001
Location: NYC
Programs: AA EXP / LT PLT / 3MM, Marriott LT Gold
Posts: 35,443
Jan 13, 2015, 4:34 pm
#47
Join Date: Sep 2009
Location: Durham, NC USA
Programs: AA EXP and 1MM, UA 1K, HH Lifetime Diamond
Posts: 424
Jan 13, 2015, 4:54 pm
#48
Join Date: May 2012
Location: MIA
Programs: AA EXP - MR Plat - HH Gold
Posts: 251
Of the 5 or 6 calls I have made so far this year, only one agent introduced herself by name. Another male agent did say "hello, how can I help you Mr. ____" to which I replied "hello, who do I have the pleasure of speaking with" and got his name but seemed mad I asked who he was. He did comply, though.
Two nights ago I called to get an award ticketed and received wrong information, twice. After I pointed out why they were wrong, they took a few minutes each time to verify the information.
Something is definitely up. Yes, there is a massive merge going on and perhaps they have new agents on board, but I think we all agree service should be a little more consistent. It was not like this a few months back.
Two nights ago I called to get an award ticketed and received wrong information, twice. After I pointed out why they were wrong, they took a few minutes each time to verify the information.
Something is definitely up. Yes, there is a massive merge going on and perhaps they have new agents on board, but I think we all agree service should be a little more consistent. It was not like this a few months back.