The Midnight Upgrade Call
 

When the clock struck midnight, I placed my call to the Platinum elite line for an upgrade on a weekend trip. The line picked up and I had to go through the usual menu selections, then...busy. I tired again and again,still busy. After the fourth attempt I got connected and heard the nice promo tape over and over and over. After 20 minutes, and now having memorized the promo tape, I decided to call the number again on my cell phone, while keeping the line open on the original call. To make a long story short, after making the cell phone call to the same elite line number, I was connected and upgraded by a very nice agent in 1 minute and 58 seconds, total time. When I ended the cell phone call, the original line was still playing promos. Guess I learned a good lesson. Always use two phones when trying to upgrade.

so much for "calls will be answered in the order recieved" http://www.flyertalk.com/forum/frown.gif

rjwx2man, I've had the same exact thing happen to me. Sad but true! Now I always try to use the second line routine.

Weather guy, thanks for a great post.

It happened to me on trying to book my upgrade for the return form Toronto on sunday.

I called at the stroke of midnight, kept hearing that looney toons/dixieland music over and over that I started humming it.

25 minutes later, I called on my cell and then got thru in 2 minutes and was told "sorry, flights completely sold out.';

I called a second time after 12:30 and got thru in 6 minutes. Again, no upgrade.

So it's happens to all of us. Thanks for a great post weather guy.

United's elite line I get thru in under five minutes, sometimes in seconds.

Gee, am I the only one who REALLY, REALLY HATES that music CO plays while on hold!

Perhaps I can shed some light on the problem. The issue you have is the result of CO not having a high tech telephone network, or, using a non-high tech 800-network solution. I am not sure of the setup CO uses, but what they need to avoid this problem is called NAALA (Next Available Agent Look Ahead.)

If you call MBNA credit card customer service, the 800-service provider looks at all the phones of the MBNA service reps around the world, and sends you to an agent that is open. If the agent is not open, you are placed in a queue with EVERYONE else, and the call is then sent to the Next Available Agent when they become available, again, looking at all agents around the globe as if they are in one office. This service has been out there for about 10 years, and recently become very inexpensive to use, although it does take a good brain to install and make it work.

CO may be using next available center, or next available region, or who knows what legacy system back to the mechanical days. So, in essence, when you go in the queue, it may not be for the next available agent, but the center that has the least amount of calls on hold. The result of the archaic system they are using is that your second call often is routed to an agent quicker then the first one and CO has to pay for two 800 calls for the same person. CO should fire the head of communications over this, as without NAALA, it is very difficult to properly handle manpower issues in the call centers.

Glad to be of help http://www.flyertalk.com/forum/smile.gif

RJ,

Most interesting. I'll have to keep that in mind for the next time I try to upgrade. I had no idea the system worked like that.

JRF, thanks for the lesson in call center design. It certainly explains a lot.

------------------
Michael

I am kind of amazed that CO still requires an actual phone call to clear the upgrade list at the 100 hour (or 72 hour, or whatever) threshhold. I thought most carriers had implemented the AA method, where you simply call in the request at any time prior to the flight (using a person or the automated system), and when the threshhold time is reached, the upgrades clear for that elite level depending on when you placed the request.

Thank you, JRF, I appreciated that thorough explanation. I'm never too old to learn. It's amazing that a major airline would not have the latest, state of the art, customer friendly and efficient telephone system.

JRF--excellent precis. One way of running a call center isn't necessarily better than the other if done correctly, but CO's way of doing it causes there to be more chance of a problem. However, the decision trees for an ACD can be wicked complicated!

Thanks for the info JRF, it happened to me last night. Woke up dutifully (but sleepily) at 11:58pm placed my call to OP was put on hold, and hold and hold...At 12:37am picked up a second phone (while still "holding"), dialed in ... got right through on one ring (didn't even have to put in my OP # and zip code) and got my FC seat!

[This message has been edited by mauld (edited 09-28-2000).]

Also DL, UA, and US have automated systems that elite pax can use to upgrade. These are either over the internet or via telephone. I think an automated voice response system is preferrable to speaking to an agent for such a simple and ppular transaction. Also as pointed out, CO has no automatic upgrade procedure which can be invoked before the time window. Furthermore, I find that the elite telephone agents often do not have more authority or latitude than general sales agents. In other words, as a Platinum, what extra services and benefits do I get by calling the elite line (besides a different call answering recording)??? The elite phone agents, for instance, rarely waive the $75 change fee. Further, they rarely will over-ride the system and book you in A class if F class seats are not available (even if its close to departure and there are several A seats). When I've called them for rerouting on delayed flights, they often seem like they don't know how to rebook pax, and they will not offer to book you on another airline, and they have to get their supervisors permission to do just about anything out of the ordinary. Also sometimes when you book over the web, they refer you to Cool web tech support, even though the system technically allows them to make changes to PNR's booked on Cool. Overall, again, what benefits do I get for this "elite line?" I too have gotten the busy signals, long waits, etc. Sometimes I can get into the general sales number faster than the elite line. Also once called general sales, and they could not assign elite seats (the one's in front in coach). They said they were not rained... And this is the airline winning all these awards??? For what exactly??? Don't get me wrong CO has its good points (free upgrades, new facilities, the 777), but it also has some clear customer service problems. And what do you get if you call or write them about it? A "thank you for your comments," type response, which is void of specifics on plans and scheduled deliverables with dates. Like you don't get: "We are working on automatic upgrades. Currently, the projected start date for this is 12/01/2000. As we get closer to this date, I will personally keep you informed about the progress we are making, and will forward you details about the changes as they get closer. I realize the system we currently have is inconvenient for you, etc." The latter is the type of response I expect to get, especially as a top customer of the organization. As a top customer of the organization, I expect that I should have input into new services, decisions, etc....and not mrely get form letters and blow off type responses from "Customer Care?" As a Plat I also expect CO to actively seek out my feedback about my experiences on the airline, which they don't do. For example, they have not invited me (or perhaps you???) to a focus group? Or to Houston? Also I don't get the sense from a lot of employees that I am a top priority. E.g. "your a Platinum, your won of our best customers, and I'll do anything I can to help you," etc. Sometimes this sort of thing happens at the airport, but never with reservations. I realize that other airlines would also have these short comings as well.

I would like to RESPECTFULLY disagree, jetsetter.

I have had countless experiences with the Elite Line agents that have proven extremely beneficial to me, as a CO Platinum.

I agree that some type of voice response system that would allow elite callers to upgrade themselves would be a great idea. As far as the automatic upgrades, that obviously takes us back to the whole Tastes Great vs. Less Filling discussion, which has valid arguments from both sides.

I do not know if elite agents have more latitude or authority than regular agents, but I do believe I get preferential treatment.

I have only paid the $75 change fee once this year, and that was when I changed BOTH the outbound and return. I have changed one or the other probably 10 or 12 times this year, and have not paid the $75 on any of those.

I had an incident where I really needed to change my outbound, but it would have cost over $1500 (additional) to do so. After spending 15 to 20 minutes on the phone with me exploring every option to no avail, the agent called me back on my cell phone 15 minutes later to say that she found a way to accomplish what I needed if I would be willing to also change my return (that's the only one I paid the $75 on, and I'll take $75 versus $1500).

I had another incident where I missed a flight due to a minor accident with my son. The agent confirmed me in F/C on a later flight, with no change fee, without having to fly standby. My return that week was almost completely full in F/C, so I know they were not auto upgrading all Plats as they do from time to time when F/C is relatively empty. I called back the day of the return to see if anything had been released, and I was already upgraded (I just know it had to be the original agent) and then was asked how my son was doing.

I also have been able to us the elite line for rebooking during delays, although I agree they have been hesitant to move me to another carrier without supervisor approval.

For the most part, I do get that "You are a Plat and one of our most valued customers, and I will go out of my way to assist you" from the telephone agents - and if I don't, I hang up and call back.

Sorry if your experiences have been unsatisfying, but my motto is - "If I don't like who I am dealing with, hang up and call back".

[QUOTE]Originally posted by mauld:
Woke up dutifully (but sleepily) at 11:58pm placed my call to OP was put on hold, and hold and hold...At 12:37am picked up a second phone (while still holding), dialed in ... got right through on one ring (didn't even have to put in my OP # and zip code) and got my FC seat!


Mauld, I had almost the same experience a few hours ago - called at 12:00a - waited 20 mins with that horrific tinny music - hung up and called back at 12:20 - more tinny music - placed third call, got the prompts for the OP number and zip - and an agent came on the line in 10 seconds .. go figure http://www.flyertalk.com/forum/smile.gif

MWS,

I'm glad that you have had good experiences with the elite line. I have only had the phone agents waive the fee once.....it was when I was going to miss my outbound flight and they rebooked me for a later dame-day flight. Other than that, on the phone at least, I have been quoted the $75 change fee. I would say at the airport I am charged the fee about 50% of the time...but only that one phone waiver. Also I often travel in Q and T class....so I wonder if they give more latitude to pax in say B, K, or H. I'm assuming on these changes you made...you were not on a changeable fare? Was it the phone agent that waived the charge, and did they say anything about it to you...or just never mention the fee or the waiver? I too have been upgraded in advance of the three days, but only at the airport never by phone. Could it be those Q's and T's again? I also wonder presently (or in the future) if res/cto/ato agents will be able to access how much revenue a pax has brought to the carrier. I am pretty sure Onepass agents can do this...but I've never heard of others having this capability.