Mr. Even: I would be very careful what you say about fellow travelers.

Some of them have nicely sharpened claws and can easily cough up hairballs.

In fact one of those "animals" was among that group of "rowdy" flyers who claim to have seen at a certain RCC club!@

That's right

Regards,
Empress

[This message has been edited by Empress (edited 11-15-1999).]

I recently booked a reservation on the Radisson web site. It has a username/password system, and it would not recognize what I thought I entered in. Furthermore, the site has no tech support phone number. I called reservations, and the rep said I would have to create a new profile, and that they would not release the username/password of my original profile due to "security." This means that I cannot access the reservation I booked. I told the rep this was inconvenient, and that most web sites (including Flyertalk, Amazon.com, and many airlines) have a mechanism for requesting your lost username/password/pin. Banks also have a procedure for lost pins. The rep continued to insist that because of "security" there was no way to release the information. I again told her this was inconvenient, and she said she was sorry, and asked if there was anything else she could help me with. I proceeded to send an email blasting Radisson customer service to the reservations, web site, brochure request, and any other email address on the sites "email us" form. People and organizations are often really intollerable to have to deal with!!! I think I am getting less patient as I get older, and I'm only about 25. I'll let you know, in this thread, if I receive a response from Radisson. Maybe in four weeks, I will get a form letter saying they appreciate my feedback, and will continue to strive to make the web site better. I have a relative who is a college professor, and he has a saying which I think is true...or perhaps needs a bit of a modification. It is "most people are C's, there are lots of D's and F's, and only a few A's and B's." At the rate customer service is going in this country, most people are probably perhaps C- or D! You call a company, and get a recording that says "due to call traffic, we will not be able to take your call," etc. Think of the duration of time that companies put you on hold...would they let you put them on hold for this long? We are really going, and have gone, down hill, and people are just ready to put up with it. You don't see large organized boycotts of companies for delivery of bad service, do you? Think of how long it takes, when you email a company, to get a response? When I email CO, it usually takes 2 to 3 weeks, and sometimes no response even in that time. Now..if you in your job, took two to three weekes to respond, how long would you last? I remember about one year ago, having placed an oder with skymall.com. Then I could not reach the company to check on delivery, or my miles posting to clickrewards.com. I seem to remember getting one of those "we are too busy to answer," messages. Think of the times, it takes you one hour, when you call a taxi? Yes, bad service is pretty universal...from company to company, industry to industry, all across the land. Think of how crowded the subways are in BOS and NYC, literally packed, day after day after day! Do they add capacity, adjust scheduling, or fix it? No, it goes on, and people put up with it. Yes, you or I might compalin to the person next to us, but do we embark on an organized way to change things? Not usually.

I did receive an email response from Radisson, with in about 15 minutes. Thats probably because I sent the form to the reservation inquiry address. They confirmed that because of "security," they could not release to me my username and password. They also said the username had to contain letters and numbers, whereas the web site does not specify that. They said they were working to clarrify the instructions on the web site. They said I still should be able to pull up my reservation by confirmation number, but there is no field called confirmation# on the reservation review screen. Only profile ID and password. We have gone back and forth 3 or so emails, and they tell me I should be able to find the res on the site, but they don't say how to do it. They keep asking me for a fax number. If I wanted a fax, I would ask for that. I am now tempted to stay in another hotel in London, even if it costs me more than this Radisson reservation. These people send you a response by email, and they don't answer your specific question. You ask them how you can access your reservation online, and they ask you for a fax number? I would post the messages, but they are filled with >>> (you know, forwarding) so I will spare you that...I hate to read email with all those >>> in front of each line. I have sent them one more message, expressly asking them if it is possible, or not possible, for me to access my reservation, and reminding them how inconvenient the web site is. I love how people think anything is justifiable because of "security," or "safety." People are so paranoid about having their credit card number stolen online, while they throw paper receipts with the account number right into the garbage, which is a lot easier for someone to steal from. Even well educated "smart" people think this way.

As I wrote this, I received the message below from Radisson:

"Unfortunately, it is not possible to access any reservations without your
password and profile ID." (Which they will not give me) "As always, you can contact us at 800 333 3333 for
reservations assistance.

I have provided the details of your reservation for your convenience. I show (cut details out)

For your future reference - Only those reservations booked on-line can be
accessed via www.radisson.com <http://www.radisson.com> . When confirming
on-line you may print the confirmation screen if you desire a written
confirmation.

Radisson is currently redesigning their Website. I have forwarded your
comments to our Director of Interactive Marketing. Thank you for your
feedback. I hope that you will visit us again at www.radissson.com
<http://www.radissson.com> . Please feel free to contact me if I may be of
further assistance. Enjoy your stay.

Sincerely,
---

I still find it very inconvenient that they will not even sned me, by paper mail (as many sites will) whatever my username/password is. I know...I get upset about seemingly trivial things, but I am disappointed that the people running organizations and making decisions such as these, all in the good name of "security." What if they told someone they would have to close, and reopen their bank account, because they lost the pin?

I appologize for using this thread to complain at such length and detail. I think the original point of the thread was to complain about "annoying people," rather than "annoying organizational practices." In reality, I probably should have started a separate thread.

Just received another surprise email from Radisson, about the 5th, but this one is from a new person on the case. Here it is:

Thank you for your message and for your interest in Radisson Hotels.

I was forwarded your message pertaining to your inability to retrieve an
existing reservation made online at www.radisson.com
<http://www.radisson.com> . We are in the process of enhancing our current
Web site to include the ability to retrieve a forgotten password.

Your current Profile ID and Password are as follows:
Profile ID: (removed from board)
Password: (removed)

I apologize for any inconvenience this may have caused. Please contact me
if I can be of further assistance.
(name removed)
Interactive Marketing Specialist

Radisson Hotels Worldwide
So, after a call, and many emails, I got what I was looking for...eventually. I did send this person a "thank you," message as well.