Platinum Concierge - Extremely Long Hold Times
Aug 20, 2018, 10:47 am
#1
Original Poster
Join Date: Jul 2009
Location: AUS / DXB
Programs: BA Silver | AA LT Gold | EY Silver | Marriott LT Titanium
Posts: 1,838
Platinum Concierge - Extremely Long Hold Times
Been trying to get through to Plat Concierge since yesterday with no success. Currently on hold for about 45 minutes (and still going), with previous attempts going as long as 30 minutes before I hung up. This is for a reservation related problem, and not a system upgrade issue.
Anybody have much luck getting through? If so, how? (I could call the hotel directly but they're in Kenya and I'd prefer to avoid the international call)
Obviously there are plenty of people calling in because of the program mergers, so the long hold times are understandable, but still very frustrating.
Anybody have much luck getting through? If so, how? (I could call the hotel directly but they're in Kenya and I'd prefer to avoid the international call)
Obviously there are plenty of people calling in because of the program mergers, so the long hold times are understandable, but still very frustrating.
Aug 20, 2018, 12:12 pm
#2
Join Date: Oct 2009
Location: SFO, LON
Programs: BA GGL/CCR, Bonvoy Tit, Hilton Dia etc etc
Posts: 2,354
Well, you got it 
It's gonna be this way - there's just going to be no stopping people calling in panicking because they lost their points/stays aren't posting/some data in my account is wrong. Give it a week or two and be ready to make your own fortune in the meantime if you need help. My third mega-program-merger experience after UACO and USAA, same old, same old.
I will say say that customer comms has been worse in recent months anyway, as responses from email queries which used to come within a day have been routinely ignored, the new webchat feature is abysmal and not even referenced at all within the new site that I can find, etc etc. At some point, merger blues will give way to frustration even here if this continues, but for now, I'll sit tight and wait for it to play out a bit more.
It's gonna be this way - there's just going to be no stopping people calling in panicking because they lost their points/stays aren't posting/some data in my account is wrong. Give it a week or two and be ready to make your own fortune in the meantime if you need help. My third mega-program-merger experience after UACO and USAA, same old, same old.
I will say say that customer comms has been worse in recent months anyway, as responses from email queries which used to come within a day have been routinely ignored, the new webchat feature is abysmal and not even referenced at all within the new site that I can find, etc etc. At some point, merger blues will give way to frustration even here if this continues, but for now, I'll sit tight and wait for it to play out a bit more.
Aug 20, 2018, 1:03 pm
#3
Join Date: Jun 2011
Location: DCA
Programs: AA EXP; BoNVoY Tit LTP
Posts: 1,923
I got through pretty quickly today to fix a points reservation for this weekend.
Aug 21, 2018, 6:12 am
#4
Join Date: Feb 2013
Location: Miami, FL
Programs: UA 1MM, AA Plat, Marriott LT Titanium, Hyatt Glob, IHG ♢ Amb, Hilton ♢, Hertz Pres
Posts: 6,016