8 pm Problem - agent hung up
Apr 17, 2008, 6:58 am
#1
Original Poster
Join Date: Nov 2000
Location: LH SEN, SPG Gold(SCI Gold), Hyatt Diamond, Hilton Gold
Posts: 5,451
8 pm Problem - agent hung up
I tried to make an award booking with bmi diamond club and in the middle of the reservation the agent just hung up at exactly 8pm UTC!
Apr 17, 2008, 7:01 am
#2
Join Date: Oct 2005
Location: DUB / DXB
Programs: EK Gold, BA Gold
Posts: 2,471
This has been reported a few times... Did you get the agents name at beginning of call?
I had this happen once as well, at 8pm agent says 'can i put you on hold while i check something', and then hung up.
I had this happen once as well, at 8pm agent says 'can i put you on hold while i check something', and then hung up.
Apr 17, 2008, 7:31 am
#3
FlyerTalk Evangelist
Join Date: Jul 2005
Location: Seat 2A
Programs: AA EXP LT GLD 1MM, BA GLD, NH/UA*G, Hyatt Dia, Marr Tit LT PLT, IHG Spire,HH Dia, MGM NOIR,Hertz PC
Posts: 10,571
They should get rid of this stupid ICC 
Last edited by Wingnut; Apr 17, 2008 at 10:25 am Reason: removing breach of ToS
Apr 17, 2008, 8:40 am
#4
Join Date: Jul 2002
Location: LCY
Posts: 1,222
Riiiight. Thats an extreme response to what is really a fairly minor issue.
I'm no fan of off-shore call centres (although the Air New Zealand one for the UK market is very good, even though its usually about 4am for the agents when I call) but surely this is just a staff training or pay issue rather than a more general problem? Perhaps the outsourced provider doesn't pay overtime if a call goes after 8pm, or the employer-provided bus leaves right on time at 00.30 India time.
I've had great service phoning up for redemptions, although for revenue bookings I'll use the ticket desk at the airport or my travel agent if I can't book online.
I'm no fan of off-shore call centres (although the Air New Zealand one for the UK market is very good, even though its usually about 4am for the agents when I call) but surely this is just a staff training or pay issue rather than a more general problem? Perhaps the outsourced provider doesn't pay overtime if a call goes after 8pm, or the employer-provided bus leaves right on time at 00.30 India time.
I've had great service phoning up for redemptions, although for revenue bookings I'll use the ticket desk at the airport or my travel agent if I can't book online.
Last edited by Wingnut; Apr 17, 2008 at 10:34 am Reason: removing ToS breach in quoted text, and thus making it less extreme...
Apr 17, 2008, 8:41 am
#5
Original Poster
Join Date: Nov 2000
Location: LH SEN, SPG Gold(SCI Gold), Hyatt Diamond, Hilton Gold
Posts: 5,451
My second problem at the moment is, that they try to tell me that no seats are available eventhough KVS shows them and M&M coukd book then too.
Apr 17, 2008, 9:05 am
#6
Join Date: Mar 2002
Location: DUB - Ireland
Programs: EI-GCE, BD-G, BA-G, A3*G, TK*G, FB-G, HH-G, Hyatt-Dia
Posts: 8,527
If you have a problem with the pronunciation/spelling of agent names, ask them to spell it for you. If they hang up, call again.
Award inventory released to different FFPs does vary. Just because M&M can access seats, does not mean they have also been released to DC. In general, the experience is that the ANA tool is about 90% accurate for bmi DC. I don't know about KVS or SeatCounter.
If no seats available, then no seats available. Or call again to be sure.
I have added the hang-up problem to the FAQ for future reference.
Award inventory released to different FFPs does vary. Just because M&M can access seats, does not mean they have also been released to DC. In general, the experience is that the ANA tool is about 90% accurate for bmi DC. I don't know about KVS or SeatCounter.
If no seats available, then no seats available. Or call again to be sure.
I have added the hang-up problem to the FAQ for future reference.
Last edited by GoldCircle; Apr 17, 2008 at 3:20 pm
Apr 17, 2008, 9:18 am
#7
Join Date: May 2006
Location: 5 miles from EMA
Programs: BD, BAEC Pleb, VS Pleb, Accor Pleb, HHonors Gold, Big White Season Pass
Posts: 5,904
KVS uses your ANA login & pin to access the information so I think that you effectively see exactly what you would see in ANA just with a different front end.
Apr 17, 2008, 9:39 am
#8
Original Poster
Join Date: Nov 2000
Location: LH SEN, SPG Gold(SCI Gold), Hyatt Diamond, Hilton Gold
Posts: 5,451
If you have a problem with the pronunciation/spelling of agent names, ask them to spell it for you. If they hang up, call again.
Award inventory released to different FFPs does vary. Just because M&M can access seats, does not mean they have also been released to DC. In general, the experience is that the ANA tool is about 90% accurate for bmi DC. I don't know about KVS or SeatCounter.
If no seats available, then no seats available.
Award inventory released to different FFPs does vary. Just because M&M can access seats, does not mean they have also been released to DC. In general, the experience is that the ANA tool is about 90% accurate for bmi DC. I don't know about KVS or SeatCounter.
If no seats available, then no seats available.
Sometimes when they finally find the seat, they claim when they try to book it changes to waitlisted?
Apr 17, 2008, 12:08 pm
#9
Join Date: Jul 2000
Posts: 2,452
The same thing has happened to me more than once - it's totally inexcusable. The ICC has rubbish service and should be binned.
I've almost started wondering if they're told to disconnect people with large account balances in some twisted attempt to reduce costs
I've almost started wondering if they're told to disconnect people with large account balances in some twisted attempt to reduce costs
Apr 17, 2008, 1:22 pm
#10
Join Date: Jul 2002
Location: LCY
Posts: 1,222
So it would be *very* twisted if that was the intention.
Apr 17, 2008, 3:46 pm
#11
Join Date: Mar 2002
Location: DUB - Ireland
Programs: EI-GCE, BD-G, BA-G, A3*G, TK*G, FB-G, HH-G, Hyatt-Dia
Posts: 8,527
On foot of this thread, and other on related subjects, I have added a brand new section in the bmi FAQ entitled "Do I need to know anything about the Indian Call Centre?"
May 14, 2008, 1:11 pm
#13
Join Date: Oct 2006
Location: Kings Langley, UK
Programs: BA Blue, BD*G, UA 3P, VS Silver
Posts: 125
This is very annoying, and has just happened to me. Is there any way of finding out whether this is a computer/automated issue or just poor manners on behalf of the agent?
May 14, 2008, 1:12 pm
#14
Join Date: Oct 2006
Location: Kings Langley, UK
Programs: BA Blue, BD*G, UA 3P, VS Silver
Posts: 125
fogot to say...midway through an award booking - i do hope the availability is still there in the morning!!
May 14, 2008, 6:23 pm
#15
Join Date: Jul 2005
Location: Deptford, UK.
Programs: BD Gold (yes forever), BA Silver, Hilton Gold.
Posts: 547
I think it is worth remembering that these people are not well paid and calling at the end of the day with something that is going to take time is not very fair. I bet BD don't pay them after 8pm so I don't blame them for wanting to go home after a long day rather than deal with someone's F class holiday plans for nothing.
I am not saying it should happen but i am not surprised that it does, I know damn well I'd be out of there the minute my shift was over. This would be solved by having a 24 hour call centre.
I am not saying it should happen but i am not surprised that it does, I know damn well I'd be out of there the minute my shift was over. This would be solved by having a 24 hour call centre.