Originally Posted by cchuang1980
(Post 20142627)
Until today, I still can't understand how that agent could recognize me in the crowd tho.
cchuang1980: maybe looking for a 32 yr old Asian? ;) |
My biggest beef with COdbaUA is that the SHARES system is horrible and nobody can use it quickly. By the time it takes an agent a half hour to figure out a good flight alternative, that flight might be taking off! pmUA's booking system was much much much much better for giving agents quick access to the tools to serve their customers.
Has SMI/J done any analysis on worker productivity with SHARES, and realized that the time lost from the inefficiency of the system is costing them more than the prices of the better pmUA booking software? |
Originally Posted by ToneDaBass
(Post 20154805)
Has SMI/J done any analysis on worker productivity with SHARES, and realized that the time lost from the inefficiency of the system is costing them more than the prices of the better pmUA booking software?
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Originally Posted by ToneDaBass
(Post 20154805)
Has SMI/J done any analysis on worker productivity with SHARES, and realized that the time lost from the inefficiency of the system is costing them more than the prices of the better pmUA booking software?
|
Originally Posted by unavaca
(Post 20155239)
One could say the same thing about training CO agents on FastAir or Apollo. They had to choose one or the other and SHARES was chosen. If Apollo had been chosen, there'd be complaints about PMCO agents unfamiliarity with Apollo.
Fastair was much more modern and intuitive than SHARES. While there would have been complaints either way, no doubt, the efficiency gain would have been accepted much more readily. Also, you're assuming that there is a disparity between UA and CO agents' performance on SHARES. I do not believe there is one, and if there is one, the level of impact is not even noticeable. I have had several situations post-3/3 where CO agents have incorrectly handled or otherwise botched my rebook, resulting in significant time spent. I even had an excellent, knowledgeable CO rep recently, but it still took 40 minutes to rebook and process a VDB. Unfortunately, that is the new norm. |
Originally Posted by channa
(Post 20155316)
You're assuming the systems were roughly equal when they were not.
Fastair was much more modern and intuitive than SHARES. While there would have been complaints either way, no doubt, the efficiency gain would have been accepted much more readily. Also, you're assuming that there is a disparity between UA and CO agents' performance on SHARES. I do not believe there is one, and if there is one, the level of impact is not even noticeable. Unfortunately, that is the new norm. |
Originally Posted by unavaca
(Post 20155356)
SHARES is akin to Apollo, whereas FastAir is more like the CheckIt apps that came out last year. I get the impression that CheckIt and FastAir both work pretty well these days.
Originally Posted by unavaca
(Post 20155356)
I could say the same about FastAir. I've had PMUA SFO agents who couldn't add me to PMUA's VDB DM list and PMCO IAH agents who couldn't process a VDB.
Originally Posted by unavaca
(Post 20155356)
That's not been the case for me. SFO and SJC agents (both UA and CO) have been great. Companion upgrades, SDC, and standby have all been fine (I haven't had a SFO VDB opportunity yet). I had some issues with a VDB in IAH during the Summer weather last year, but otherwise, things have been chugging along mostly fine for the last few months.
These all would have been < 5-minute transactions with the old UA. The only blame lies with SHARES. |
Originally Posted by channa
(Post 20155504)
You've been lucky and/or have not been doing many rebooks. I spent 40 minutes a week or so ago with that rebook; the previous week I dropped a shortie segment that had been cancelled, and it took 2 agents and 2 helpdesk agents to drop it; and the week before that, I was rerouted to DL and it took 2 agents, 2 supervisors and 4 helpdesk calls 90 minutes to get me going.
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Originally Posted by mitchmu
(Post 20155599)
Channa, how are you able to tolerate this? Hasn't it beaten you down yet?
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Originally Posted by usa18dca
(Post 20155662)
He's a Sadomasochistic 1K that lives for this kind of abuse from UA. ;)
After my last experience, I don't know if I can take it anymore. And, what I've been through seems like a fraction of what Channa has been through. I'm not sure now whether or not I'll ever fly UA again. It's not about anger at how I was treated, and it's less about how the value proposition has been gutted, and only marginally about the desire not to do business with a hostile, arrogant, and dishonest regime - more than anything else, it has to do with the fact that I simply can't take it any more. I'm exhausted and worn out from how hard I have to work just to get from A to B with this disaster of an airline. I just don't have the time or energy to sustain this level of effort for an activity that formerly required hardly any effort whatsoever. |
Originally Posted by mitchmu
(Post 20155599)
Channa, how are you able to tolerate this? Hasn't it beaten you down yet?
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Originally Posted by channa
(Post 20155708)
If I weren't in striking distance of 2MM, I wouldn't tough it out like this.
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Originally Posted by channa
(Post 20155708)
If I weren't in striking distance of 2MM, I wouldn't tough it out like this.
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Originally Posted by channa
(Post 20155708)
If I weren't in striking distance of 2MM, I wouldn't tough it out like this.
|
Tonight 02/07/13 it is snowing at ORD and lots of delayed and cancelled flights. I am 1K. My flight on United Express 3416 ORD-SGF got rolling 10-20 minute delays waiting for incoming aircraft for several hours. When the aircraft arrived, it had a mechanical problem. After waiting another hour for mechanics to do something, the flight was cancelled. The later flight had already been cancelled for unknown reasons. I went to the RCC near the lower numbered B gates and was offered a hotel voucher for a free night at the ORD Hilton and two $10 food vouchers. I did not have to dispute the cause of cancellation or anything. Hopefully my re-booked flight tomorrow will be happy.
All very good. Just like before 03/03/12 but with much more typing required by the RCC agent. |
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