Hanging up & calling again only to get the same agent.
Feb 9, 2008, 11:16 pm
#1
Original Poster
Join Date: Dec 2006
Location: LAX
Programs: UA 1K, LA, WN, SPG Plat, MR Gold
Posts: 730
Hanging up & calling again only to get the same agent.
I just had an interesting experience, trying to book an award ticket. I got a CSR in SLC I assume, and because it was only 11pm his time, he could not book a flight for me at the 331 day window...he suggested trying to call again and getting someone in ATL.
I hung up, dialed DL, 95#etc, and lo and behold I get the SAME agent! We talk about how weird that is, then I hang up and get someone in DFW, who processed my ticket.
Anyone ever have this luck?
I hung up, dialed DL, 95#etc, and lo and behold I get the SAME agent! We talk about how weird that is, then I hang up and get someone in DFW, who processed my ticket.
Anyone ever have this luck?
Feb 9, 2008, 11:51 pm
#2
Join Date: Mar 2006
Location: SAN
Programs: DL MM, Marriott LT Titanium, AA EXP, Avis Chairmans
Posts: 1,399
I just had an interesting experience, trying to book an award ticket. I got a CSR in SLC I assume, and because it was only 11pm his time, he could not book a flight for me at the 331 day window...he suggested trying to call again and getting someone in ATL.
I hung up, dialed DL, 95#etc, and lo and behold I get the SAME agent! We talk about how weird that is, then I hang up and get someone in DFW, who processed my ticket.
Anyone ever have this luck?
I hung up, dialed DL, 95#etc, and lo and behold I get the SAME agent! We talk about how weird that is, then I hang up and get someone in DFW, who processed my ticket.
Anyone ever have this luck?
BTW, it is possible for SLC agents 'in the know' to some how switch computer systems to ATL time. I called in the other week and got a SLC agent but she said it wasn't at the 331 day window. I asked her to flip her computer to ATL time, and she didn't think it was possible. I politely insisted, and she found someone in the office that helped her do it. Taught the SMS agent something!
Feb 10, 2008, 12:22 am
#3
Original Poster
Join Date: Dec 2006
Location: LAX
Programs: UA 1K, LA, WN, SPG Plat, MR Gold
Posts: 730
BTW, it is possible for SLC agents 'in the know' to some how switch computer systems to ATL time. I called in the other week and got a SLC agent but she said it wasn't at the 331 day window. I asked her to flip her computer to ATL time, and she didn't think it was possible. I politely insisted, and she found someone in the office that helped her do it. Taught the SMS agent something!
Feb 10, 2008, 6:59 am
#4
Join Date: Mar 2002
Location: Madison, NJ
Programs: DL PM, Marriot Platinum
Posts: 2,560
This has happened to me before where I kept getting the same agent in SLC... three times... it was quite annoying.
But, on my fourth try I got another person in SLC and she said it would not be a problem to do my booking. She went ahead and booked my award ticket even though she was out west. She said the whole "you must get someone in the ATL time zone" is not true and obviously proved it to me by completing my booking. So, I am not sure what the deal is... inadequate training or laziness... but it appears the whole get an office in ATL time zone is a hoodwink. Although, the times for booking are based on ATL time zone... so midnight in ATL (EST) is the trigger...
But, on my fourth try I got another person in SLC and she said it would not be a problem to do my booking. She went ahead and booked my award ticket even though she was out west. She said the whole "you must get someone in the ATL time zone" is not true and obviously proved it to me by completing my booking. So, I am not sure what the deal is... inadequate training or laziness... but it appears the whole get an office in ATL time zone is a hoodwink. Although, the times for booking are based on ATL time zone... so midnight in ATL (EST) is the trigger...
Feb 10, 2008, 8:34 am
#5
FlyerTalk Evangelist
Join Date: Oct 2005
Location: Ponte Vedra Beach, FL
Programs: DL PM, HH Diamond, Fairmont Prem, SPG Gold, Priority Club Plat/IC Amb, AmEx Plat
Posts: 10,839
Is there an advantage to the old 331 day rule any more? I thought DL was getting away from that and releasing seat throughout the year.
Feb 10, 2008, 8:39 am
#6
Join Date: Dec 2007
Location: Gotham City
Programs: Rapid Rewards, Skymiles, HHonors, Amex MR; Browns, Cavs, Indians, and Buckeyes Season Ticket Holder
Posts: 2,027
Same thing happened to me with my bank. Called, arguing with them, then told the lady if you're not going to be of help i'm going to go. So I did, called back and got the same, "Thank you for calling US Bank, this is Jeanie..." so I just slammed the phone back down.
Feb 10, 2008, 8:40 am
#7
Join Date: Oct 2007
Programs: DL PM, Hilton Diamond, National Executive
Posts: 111
Feb 12, 2008, 12:27 pm
#8
Join Date: Jul 2007
Location: SAV
Programs: HHonors: Diamond, DL: Plat
Posts: 244
SLC agents can certainly change systems to ATL time zone - ask that they do it! Of course, it is not as relevant as it once was with inventory not opening at 331.
Feb 12, 2008, 2:09 pm
#9
Moderator: Coupon Connection & S.P.A.M
Join Date: May 2000
Location: Louisville, KY
Programs: Destination Unknown, TSA Disparager Diamond (LTDD)
Posts: 57,952
On a related note, if you get the same unhelpful/clueless agent - just apologize and say you accidentally hit redial. They may still have your PNR open and may now be inclined to add some notes to it if they think you're a 'call back until you get an answer you like' (i.e. a FlyerTalker 
) kind of person...
) kind of person...
Feb 12, 2008, 3:26 pm
#10
Join Date: Jul 2007
Posts: 248
i talked to an agent in slc the other day that told me a bunch of new people were working there and they didnt know all the entries the older folks there know. so maybe thats why slc isnt what it used to be.
Feb 12, 2008, 4:07 pm
#11
Join Date: Dec 2003
Location: Augusta, GA, USA
Programs: DL FC, NW
Posts: 3,522
Unfortunate. I've had SLC agents find some unbelievable ways to stretch 50k miles. They knew the ins and outs better than anyone. Now, it is all probably computer generated.
Feb 12, 2008, 4:47 pm
#12
Join Date: Jun 2007
Location: CVG
Programs: Skymiles
Posts: 276
Just wanted to add my amusing story. I once had a nice lady booking bereavement tickets for her and her family. Had a nice long conversation
with her. I put the tickets on hold for 24hours. The following day when she
called in to ticket her reservation she got me again!
Both of us were completely shocked. We had a good laugh about it.
with her. I put the tickets on hold for 24hours. The following day when she
called in to ticket her reservation she got me again!
Both of us were completely shocked. We had a good laugh about it.