SkyClub agents are powerless
Apr 9, 2019, 1:40 pm
#1
Suspended
Original Poster
Join Date: Mar 2019
Posts: 9
SkyClub agents are powerless
SkyClub agents used to (circa 2016) be empowered to issue miles/cash vouchers for IROPS, and generously, too. I got 20,000 miles from an agent at SLC, for instance.
Thsse days, they seem completely powerless. They can’t issie meal vouchers for the longest delays, they can’t issue hotel vouchers without getting a redcoat, they can’t issue compensation at all.
why has their autonomy been removed?
what benefit is there now to addressing issues at the Club?
FFS, the other day at LGA an agent told me they could help me change a flight and to call the Platinum line.
I’ve been told to leave the club and go seek out a redcoat in the terminal several times now for issue resolution.
...
Thsse days, they seem completely powerless. They can’t issie meal vouchers for the longest delays, they can’t issue hotel vouchers without getting a redcoat, they can’t issue compensation at all.
why has their autonomy been removed?
what benefit is there now to addressing issues at the Club?
FFS, the other day at LGA an agent told me they could help me change a flight and to call the Platinum line.
I’ve been told to leave the club and go seek out a redcoat in the terminal several times now for issue resolution.
...
Apr 9, 2019, 3:02 pm
#2
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,040
Got hotel and meal vouchers issued in SLC SC just last month. No need to get a redcoat.
Never have had an issue getting rebooked. Generally always do it in SC unless I do it online.
Never have had an issue getting rebooked. Generally always do it in SC unless I do it online.
Apr 9, 2019, 3:14 pm
#3
Join Date: Nov 2007
Location: USA
Posts: 1,685
Having been exposed to the magical powers of the CO President’s Club staff I would have to agree. SkyClub agents have been reduced to glorified club credential checkers that blurt out WiFi passwords, your name and gate to the listening audience in the club.
I’ve found more support by phoning the Diamond Medallion line a few feet away then asking the SkyClub to print the Diamond line fixes, yet sometimes you need feet on the ground to issue hotels and meals.
Recently had a DTW IRROP and had to walk them thru how to issue a Diamond a Westin room -vs- the Days Inn. Most DTW staff didn’t even know that was possible, including a red coat at the ticket counter I sought after the SC agent botched the hotel voucher.
I’ve found more support by phoning the Diamond Medallion line a few feet away then asking the SkyClub to print the Diamond line fixes, yet sometimes you need feet on the ground to issue hotels and meals.
Recently had a DTW IRROP and had to walk them thru how to issue a Diamond a Westin room -vs- the Days Inn. Most DTW staff didn’t even know that was possible, including a red coat at the ticket counter I sought after the SC agent botched the hotel voucher.
Apr 9, 2019, 4:36 pm
#4
Join Date: Mar 2005
Location: West of CLE
Programs: Delta DM/3 MM; Hertz PC; National EE; Amtrak GR; Bonvoy Silver; Via Rail Préférence
Posts: 5,378
One of the concierges in the SLC SkyClub was fantastic and got me a confirmed F seat on the next available flight. This, however, seems to be a fading benefit of SC membership.
Apr 9, 2019, 4:42 pm
#5
Join Date: Jan 2003
Location: Northern Minnesota, US
Programs: DL Diamond, SPG/MR Plat, Kimpton IC, IHG Spire Elite, Hilton Gold
Posts: 659
Hmmmmm, I’m not seeing this. Three times this year I have had issues from IROPS that became complicated and agents in theee different SCs (DCA, SFO, and MSP) fixed the problem and in two cases issued vouchers.
Apr 9, 2019, 5:25 pm
#7
Join Date: Jan 2018
Location: SJC/SFO. EWR/JFK
Programs: AS MVP 100K, DL PL
Posts: 539
I feel like DTW is the worst, in my experience. Several weeks ago a plantinum line supervisor (super nice!) made a change to my ticket so I can get into SJC instead of SFO, which was much convenient for me. But for some reason the ticket was not reissued. But I did a have a seat assignment and event got upgraded. Landed in DTW and went to the club to get the boarding pass. DTW C club agent tried to educate me, saying the ticket could not be reissued. She tried to bring it back to SFO and said no I cannot change my destination. And she called, alerted me and wasted me 30 minutes at the front desk even though I said plantinum line supervisor made that change.
Apr 9, 2019, 6:43 pm
#8
Join Date: Jul 2005
Location: MKE
Programs: DL 2 MM
Posts: 904
p.s. Have posted this before, but last time DW and I had to get a hotel due to IRROPS it was in ATL. We were told to go find one of those customer service areas, scan BP, and it would spit out a hotel voucher. I did, and got something similar to Days Inn. So for fun she scanned her BP and got a voucher for the airport Hilton.
Apr 9, 2019, 7:13 pm
#9
Join Date: Jan 2019
Location: IAD
Programs: Delta SkyMiles Diamond Medallion
Posts: 18
I haven't been stuck with IROPS at all in the two years since I switched from UA to DL thankfully (FTR, I was a 1K that status matched to DL Plat and made Diamond so I'm not a light flier), but I can say that SC agents have been fully able to fix any issues I have had including the time my paid F seat was somehow unassigned from me and assigned to an upgrader.
Apr 10, 2019, 1:13 am
#11
Join Date: Jun 2004
Location: San Diego
Programs: IHG Spire Amb, HH Diamond, DL Diamond and 1MM
Posts: 3,610
Last time I was in the SAN Skyclub, the agent told me to call Reservations because they don't handle (minor) ticket changes. After that and the general downhill slide of that Skyclub, I took a second 25k Skymiles as my Choice Benefits pick instead of Skyclub access. Miles are worth more than Skyclub access when the one in your home airport sucks.
Apr 10, 2019, 4:32 am
#12
FlyerTalk Evangelist
Join Date: Sep 2003
Location: San Antonio
Programs: DL DM, Former AA EXP now AY Plat, AC 75K, NW Plat, Former CO Gold, Hilton Diamond, Marriott Titanium
Posts: 27,040
Ooh, do tell. Haven't (yet) been stuck in DTW due to irrops but would definitely rather have the Westin.
p.s. Have posted this before, but last time DW and I had to get a hotel due to IRROPS it was in ATL. We were told to go find one of those customer service areas, scan BP, and it would spit out a hotel voucher. I did, and got something similar to Days Inn. So for fun she scanned her BP and got a voucher for the airport Hilton.
p.s. Have posted this before, but last time DW and I had to get a hotel due to IRROPS it was in ATL. We were told to go find one of those customer service areas, scan BP, and it would spit out a hotel voucher. I did, and got something similar to Days Inn. So for fun she scanned her BP and got a voucher for the airport Hilton.
Apr 10, 2019, 6:35 am
#13
FlyerTalk Evangelist
Join Date: Sep 2007
Location: BOS
Programs: DL DM 2MM, Marriott LT Titanium, Hertz PC, Avis PC
Posts: 15,166
It depends on the location and agent... yes some are notably worse unfortunately. In general I still get good service from SC agents, but I have to agree I've seen more that are unhelpful or not knowledgeable on how to utilize the system and do things they should. I wonder if the new SNAP interface has make it more difficult? Do they still have the old text interface available there?
Apr 10, 2019, 6:40 am
#14
Join Date: Dec 2003
Location: Miramar, FL
Programs: DL Charter DM/3.4 MM, DLAmex Plat, PC Plat, MR Gold, HH Diamond, National Exec Elite, Hertz Gold 5*
Posts: 263
The staff in FLL SC is always superb. Have rebooked me while I was driving to the airport when my original itin was delayed. I've never asked for comp, just their assistance.