hl176

Rude telephone agent; I was calling in to switch to a bassinet seat 30C and the agent said was like:

"are you traveling with an infant"
"no"
"then we cannot assign you to the bassinet seat"
"the seat is still vacant, just blocked; can you switch me to it?"
"are you traveling with an infant"
"no"
"then we cannot assign you to the bassinet seat"
"But I've never had issues in the past switching to bassinet seats when calling in and I'd like to switch to it"
"are you traveling with an infant"
"No, how come you are not letting me even though I've always been allowed in the past and I understand I may be moved if need be"
"Let me check your record and pull up the details.....okay, I've move you to seat 30C...blah blah blah (usual spiel about how you may get moved if someone needs it)"

Note that also the agent was basically using a yelling tone throughout the conversation even from the beginning...not a nice way to converse with someone.

I've never dealt with such an obtuse and incompetent agent before.

SilverChris

I would've hung up by this point.

1010101

Just hang up and try again when you get one like that. CX have a few agents that are from the HK computer says no school of customer service, not worth the time it takes to deal with them.

percysmith

I will add for the recording "I will switch to an agent that is properly trained. Thank you."

Dr. HFH

I would be concerned about a nasty note put into the PNR, so I wouldn't say that.

percysmith

Not terribly concerned as I am certain >90% of PNR notes don't get read (@Kesler Go - your recent FB post)

ermen

actually i think that bassinet seats should not be able to be allocated to non-infant carrying pax.

creates all sorts of problems during check in - check in agents many times dont remove pax who are travelling without infants (lazy? incompetent? dont want to upset DM?).

so ends up with non-infant pax occupying a bassinet position, with pax who need the seat missing out.

percysmith

I can imagine this one. Agent:
- would a couple of parents have time to put something up my backside if I don't reallocate the DMs; or
- would the child-less DMs have time to put something up my backside if I reallocate them to the middle seats in front of the toilet?

I'm all in for a rule change - so long as I nor anyone else can HUACA their way out of it.
Seats can only be released akin to opup as infant seats can be booked 1 hour before departure.

The only bassinet seat I ever asked for is 2A.

Audio

I love the reasons that the front row seat MUST be allocated to you simply because:-

(1) You demand for it
(2) It was offered to you before

I must try using these reasons on CX one day......

(Audio)

G-CIVC

Can 11A on the 33E/K be released? I had an impression that was only for the airport, unlike 2A on the 77H for example where you can call in. Or maybe I haven't tried enough (given that 11A is not my favored prime seat on the A33E/K anyway...)

Any anecdotes for B77H 32H as well? I think that might be another one. Or maybe I'm both wrong. LOL

Dr. HFH

That's a management and training problem. Hardly a reason to deny requested seats.

hl176

I understand where everyones' concerns are coming from but honestly speaking, it would be much more helpful if:

1) If it's actually internal policy to no longer allocate bassinet seats, then the agent should state the reason when prompted; it was mentioned how come in the past it was possible and now it's no longer possible. If they offered a reason, then fine yes, I would accept it but just going in a roundabout discussion isn't helpful to customers nor is it an efficient use of anyone's time - both CX's agents as well as customers.

2) the agent from the get go did not initiate the conversation with an infuriated tone. When I mentioned pardon me, can you please repeat it as the reception isn't clear on my end, there's really no need to bark and yell everything back in an almost sarcastic way. It honestly really is no acceptable in terms of customer service but given the long hold times, is it worthwhile to hang up and call again?

Also, when people are calling in to CX and for the hold music, do you guys experience a lot of in the middle of the tune or is the static part of their recording; it happens every single time, no matter where in the world.

daniellam

Potential Solution: Just buy an infant ticket for your fictional infant at 10% of the adult fare. On day of travel "oh, my wife decided it would be better if our son stayed home with her instead..."

Audio

Why do this?

Demand and you will get it. In addition, get to blame airlines and telephone agent for being rude as well. Cannot think of any better outcome than this.

(Audio)

hl176

I fail to see how searching for an answer is considered 'demanding' nor stating the fact that someone who initiated the conversation in a rude tone is 'blaming them'.