Summer schedule changes/equipment swaps
Mar 8, 2010, 2:06 pm
#31
Join Date: Jan 2008
Posts: 3,638
I've really got to disagree, once again. I called today, 1PM, normal day, I waited 20 minutes to talk to an agent. AirTran normally answers in under 10.
20 minutes is unacceptable, I tried to upgrade to STRETCH for a future award flight on the A319. She told me "that aircraft is not yet set up with STRETCH".
I am assuming her seat map hasn't been updated to reflect STRETCH yet. When can we expect to see updated STRETCH seat maps? Maybe then, I can upgrade online without having to wait 20 minutes.
20 minutes is unacceptable, I tried to upgrade to STRETCH for a future award flight on the A319. She told me "that aircraft is not yet set up with STRETCH".
I am assuming her seat map hasn't been updated to reflect STRETCH yet. When can we expect to see updated STRETCH seat maps? Maybe then, I can upgrade online without having to wait 20 minutes.
When I have a web-related issue, calling in to web support provides a much faster response than trying to get through to a multi-tasking CSR.
Web Support 800-452-2022, option 1, then option 5
Mar 8, 2010, 3:15 pm
#32
Join Date: Jun 2008
Location: MKE
Posts: 2,161
However, I get consistently long waits at YX, Mostly Air contends they are adequately staffed for a normal day.
Today was a normal day, wait time was still 20 minutes. That's just plain bad customer service.
Mar 8, 2010, 3:44 pm
#33
Join Date: Jan 2008
Posts: 3,638
At this point, I don't think YX believes that a 20 minute wait is a long time, but it clearly is not acceptable if happening on a regular basis. Hopefully, things will be improving with additions at the call center.
My surefire method of reaching a YX CSR with no hold time? Call at about 4:00 AM Central Time; you get though immediately and are not rushed through the call. I've had good luck, whenever I've tried.
Mar 8, 2010, 4:40 pm
#34
Join Date: Jun 2008
Location: MKE
Posts: 2,161