A-List Preferred status gone from reservations today
Aug 20, 2017, 8:52 pm
#181
Join Date: Mar 2011
Posts: 6,286
Twitter DM (direct message) is staffed by Customer Relations, and in my opinion is the quickest and most responsive method of having an issue addressed. Sending a message via the website ("email") is the least likely to generate an actual solution.
Aug 21, 2017, 12:19 am
#182
Join Date: Jun 2011
Location: MCI
Programs: CBP Global Entry, WN A-List Preferred, WN Companion Pass
Posts: 2,007
Or is being blown-off via Twitter by Customer Relations considered "responsivene"?
Aug 21, 2017, 8:49 am
#184
Join Date: Jul 2013
Posts: 5,813
Both have their place.
Aug 21, 2017, 1:46 pm
#185
Join Date: Aug 2015
Posts: 26
Let's hope they stay fixed!
Aug 21, 2017, 1:54 pm
#186
Join Date: Oct 2008
Location: ABQ
Programs: Delta Platinum, Southwest A-List
Posts: 1,426
Aug 21, 2017, 2:27 pm
#187
Join Date: Mar 2011
Posts: 6,286
The issues I have with customer service via the website is that the first reply is often a form text that is way off topic, and there is no way to reply to that. You have to begin the process from scratch again, using the form on the website. I've also had seemingly simple issues take weeks to receive a reply at all. And anything complicated gets turned over to a higher level rep, which takes additional time. The only positive I see is that you may get a phone call to discuss the issue with an actual person, empowered to fix issues
Twitter direct message (not just a Tweet) opens the dialog with staff from Customer Relations. While YMMV, I find that it's currently the best way to get an issue resolved, and quickly.
Twitter direct message (not just a Tweet) opens the dialog with staff from Customer Relations. While YMMV, I find that it's currently the best way to get an issue resolved, and quickly.
Aug 21, 2017, 6:35 pm
#188
Join Date: Oct 2005
Location: ORD, MDW or MKE
Programs: American and Southwest. Hilton and Marriott hotels primarily.
Posts: 6,463
The issues I have with customer service via the website is that the first reply is often a form text that is way off topic, and there is no way to reply to that. You have to begin the process from scratch again, using the form on the website. I've also had seemingly simple issues take weeks to receive a reply at all. And anything complicated gets turned over to a higher level rep, which takes additional time. The only positive I see is that you may get a phone call to discuss the issue with an actual person, empowered to fix issues
Twitter direct message (not just a Tweet) opens the dialog with staff from Customer Relations. While YMMV, I find that it's currently the best way to get an issue resolved, and quickly.
Twitter direct message (not just a Tweet) opens the dialog with staff from Customer Relations. While YMMV, I find that it's currently the best way to get an issue resolved, and quickly.
Aug 22, 2017, 3:21 pm
#189
Join Date: Sep 2002
Location: Blue Ridge, GA
Posts: 5,513
That is not my experience, especially for complex issues. Twitter responds quickly (when they respond) but I have always had emails answered eventually. Sometimes the first response is not on target but it is assigned a case number and followup emails are answered often with a follow up call. It is hard for twitter to follow up when the initial response is not on target.
Both have their place.
Both have their place.
Aug 30, 2017, 3:12 pm
#190
Join Date: Feb 2009
Posts: 6,607
There are also ebci issues. I book all our flights and add ebci the day they go on sale. My wife is my companion this year so I booked my flight and ebci first then added her as a companion and ebci so I should board before her. Las to den she has A20 and I have A37. Den to Msp she had A18 and I have A30. No big deal as it's only a few spots apart but we pay for 2 Ebci so that we don't have to save seats and now we do unless she boards with me
I contacted WN and finally heard back today............basically tough luck and EBCI has no guarantees. We book all our flights the day they go on sale and add EBCI so this was definitely a WN issue. In the long run it's a good thing for us though, we are only buying one EBCI from now on and will check one of our carry ons so no overhead issues