Award agent, good and bad things
 

Called an award agent to change an award (one stopover, one open jaw) to one with one stopover and two open jaws.

When we called we were given an option to have CO call back when our wait time was over. Utilized it, and it worked great. ^
We got through, and was told we can only have one stopover and one open jaw, not two. Decided to persist saying it was on the website. She looked, said that that's what it says, and was confused because their rules at the call center say one and one. :td:
But she worked at it, got the itinerary that we wanted, but couldn't price it. She kept working at it though, getting help from a supervisor, but they couldn't get it to price (I suppose this is another :td: except for the fact she kept working at it and always kept us informed ^)
Finally she said she would manually price it, which she did, and it was ticketed^
She said she thought the reason it wouldn't price was that it viewed ICN and GMP as two different cities. :td: (It's interesting though, it views it as one on the website)


But got her name to write in a compliment to CO. All in all, worked out great and she was a great agent never giving up.

Wait, you're a Plat and you couldn't get through right away on a perfect travel day?

I find it annoying that, even though I haven't had the extended wait time other Elites have reported, the default recording is continually "all of our agents are currently busy right now..."

But glad your award ticket went well enough :D

That is annoying, but if it has to happen the call back option is a nice plus, much better then listening to the robot telling me about stuff. ;)

How long was the wait? I've never had this happen, and I agree on a perfect travel day it shouldn't. Maybe the crappy voice recognition system didn't understand your OP # and you were sent over to the regular line.

Careful - people get very touchy when you make comments like that around here... I completely agree though :) had sub 30 second wait times on multiple calls regarding a reward booking in the last few days...

It was about 11-16 min :eek: I agree it was very long, but decided not to get into that. ;)

Well CLEARLY you must have screwed up on the IVR, because CO doesn't ever make elites wait more than 1 minute as we all know...

;)

Most likely correct - good job ^

do you troll 24/7 ?

Not sure what constitutes "trolling" as I'm actively living through the same nonsense many others are on here, flying every week or two (and plenty of CO, I might add), and actively participate in the forums.

If I went on the DL/AA or Marriott/Hilton forums and criticized their policies and procedures, even though I don't frequent those brands at all, that would fairly make me a troll.

However - I'd say calling others out as a troll, by definition, makes you yourself a troll.

I consider it constantly bashing CO usually without adding much to the conversation.

Nothing's stopping you from hitting the "ignore" button.

When I see the good CO, I have no hesitation on complimenting it - greatly enjoyed my transcon ride in F a few weeks ago, was easy to book a TG award online last night, etc.

However, there's plenty that CO can do better, and I have no hesitation about calling it out - said award took over an hour to ticket, too many people seem to have phone issues (be it a long wait time or just a crappy IVR system, it seems a bit broken either way), etc.

And yes, you can search my post history and find plenty of cases where I've been critical of PMUA as well - it's not all one sided.

can u write what ur itinerary was im curious how exactly the double open jaw works

Sure:


JFK-FRA(stopover)-VIE-DEL(open jaw)DAC-BKK-ICN-CJU(open jaw)FUK-NRT-JFK.

I thought it was one and one. But thanks for the heads up on the two open jaws.