Quintessential FD HD
 

Tried to claim some missing miles for a flight on actual NW metal from PHX -MEM. After the usual faxing copies of boarding pass etc, time passing, 2 phone calls and an e-mail, got an e-mail 14 weeks after the flight informing me that they couldn't credit the miles as the flight did not qualify. The same evening the missing miles appeared on my account! :confused:

Anyone know if there is such a thing as a non-qualifying NW flight on NW metal?

Thanks

Exraf

There are a few non-qualifying agents in the FD HD ...

True.... They are more then a few.

The fact that these two events took place on the same day would suggest that (for once!) this could have been a simple case of someone pressing the wrong button and selecting the wrong email template - they probably meant to send the "your miles have been credited" one....

:D ^

Could not agree more, however I think it depends more on the subpar training, so I would blame KLM for outsourcing the FD Helpdesk so poorly and not be able to improve the quality since some years now...

Beside that all Northwest flights are eligible for FD mileage accruel !

Not if you go on a NW cargo plane there not !!!!

It won't be the training, although outsourced agents are generally trained less thorough. As mentioned they probably use a case based routing system for calls, i.e. 'Does the client have a valid question?' if yes, then tell him whatever he wants is impossible, if no, then tell the client he's stupid.

The problems that arise with a CBR are: faulty, out of date cbr; opaque routing system; agent's unfamiliarity with the cbr entries; agent's laziness with updating cbr when the agents detects a mistake

A cbr also encourages boxed thinking, if the agent does not find the answer to a query in cbr, the agent panicks and just guesses an answer.

Another call centre problem: low level politics resulting in the nice rather than the competent agents being promoted to supervisor. If the back-up system is sh*t...
Furthermore: Agents + supervisors will probably have the proper system authorization/or at least the possibility to contact the BO, just not the will/motivation.