Thank you for calling. Due to high call volume, we cannot answer your call at this...
#1
Original Poster
Join Date: Mar 2009
Posts: 3,518
Thank you for calling. Due to high call volume, we cannot answer your call at this...
time." <click>
It's been like this for 2 days. I know they're busy, but that's just ridiculous.
It's been like this for 2 days. I know they're busy, but that's just ridiculous.
#2
Join Date: Jul 2007
Location: Homebase: CAE - Formerly, YUL
Programs: US CP, UA, HH Gold, Marriott Plat, DL, AA, CO, ++
Posts: 2,187
#3
Join Date: Mar 2008
Location: BRU (formerly INMN SQ Cambridge)
Programs: Starwood Gold
Posts: 335
I was just about to say that. IAD and DCA were closed today, PHL was impacted, and the storm is heading north, probably affecting LGA, JFK, and BOS tomorrow. If it's not an emergency i.e. your flight was canceled and you're trying to rebook, I'd hold off for the next few days.
#4
Join Date: Apr 2005
Location: Washington, DC (DCA)
Programs: UA, AA, AS, SPG.
Posts: 3,463
Actually the local news reported IAD kept 1 runway open all day. Delta and United canceled ALL flights to/from the WAS region (I assume US did the same).
We have 21 inches so far and its still snowing!!
We have 21 inches so far and its still snowing!!
#5
Join Date: Mar 2008
Location: BRU (formerly INMN SQ Cambridge)
Programs: Starwood Gold
Posts: 335
Wow-you must be setting records. I heard DC is a mess. They freak out and close schools when they get 2", so I can't imagine them in a blizzard.
BOS is supposed to get 10-15" and parts of southeastern Mass are supposed to have blizzard conditions. It's already pretty windy here today-and only in the 20s.
BOS is supposed to get 10-15" and parts of southeastern Mass are supposed to have blizzard conditions. It's already pretty windy here today-and only in the 20s.
#6
Join Date: Dec 2006
Location: Charleston, SC
Programs: UA 1P, CO Plat, MR Plat, SPG Plat, US Dirt
Posts: 1,506
My family is still up in the DC/NoVa region and my brother is working on inch number 26 out in the western burbs. School holidays start Wednesday so most systems will close until the new year....this sucks for me because I may not be able to get home for Christmas with the forecasted ice storm next week.
#8
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,404
The problem for airlines these days is that there are many fewer telephone rez agents than in the past. In case you haven't noticed, people generally don't book airline tickets by phone anymore.
So when a storm happens, you simply don't have the personnel to deal with it. Not sure what kind of "on call" system they have. Like I'm sure you didn't have people fighting over the opportunity to earn overtime the weekend before X-mas.
So when a storm happens, you simply don't have the personnel to deal with it. Not sure what kind of "on call" system they have. Like I'm sure you didn't have people fighting over the opportunity to earn overtime the weekend before X-mas.
#9
Join Date: Nov 2006
Location: Phoenix, AZ
Programs: CO OnePass Platinum AS MVP HHonors Diamond SPG Gold
Posts: 2,417
People complain when there are long hold times. When the hold times exceed a certain length or the queue grows to a certtain number of calls the system rejects any additional calls. Damned if they do and damned i they don't.
#10
Join Date: Dec 2007
Location: SYR
Programs: US/AA-Platinum, Hilton-Diamond, Marriott-Gold, AVIS-Presidents Club, National-Executive Elite
Posts: 2,755
Which is the worse of two evils? Shutting down the phone system, or keeping people on hold for a extremely long time.
And keeping an adequate phone staff is nearly impossible to do during severe weather operations such as today. I bet if you recalled every single phone agent the company employs for all shifts, the hold time (and subsequent abandon rate) would still be incredibly high.
#11
Join Date: Jun 2003
Location: BKK, CDG, TLS
Programs: QR G, A3 G, EK G, IHG Amb, GHA Black, WOH LT something
Posts: 1,306
took me about 2 hours to reach someone at US, i had 2 awards bookings in Intl F that I needed to confirm by midnight. I had 4 phones (including one skype) and kept calling back whenever i heard the "Due to high call volume" message. I finally got 2 lines that told me it would a 30 minutes wait... one never got through and after an hour wait i hanged up. the other one was picked up after 22 minutes. Great agent, that confirmed my tickets and took my CC #.
But she also told me that everyone answering the phone at US had been called back to work even if it were their day off, and that they were scheduled for 16 hours shift. So they are trying the best they can! Its just that with so many flights cancelled they are completely overwhelmed.
But she also told me that everyone answering the phone at US had been called back to work even if it were their day off, and that they were scheduled for 16 hours shift. So they are trying the best they can! Its just that with so many flights cancelled they are completely overwhelmed.
#12
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,404
But she also told me that everyone answering the phone at US had been called back to work even if it were their day off, and that they were scheduled for 16 hours shift. So they are trying the best they can! Its just that with so many flights cancelled they are completely overwhelmed.
#14
FlyerTalk Evangelist
Join Date: Mar 2000
Posts: 17,404
I don't think it's reasonable to expect an airline to be able to handle calls in this situation within 10 minutes. It would be nice to see them answer calls within 30 minutes. If it's taking an hour, one might think that it would be worth considering whether additional resources should be spent to address this problem. I have no idea whether that would be a good use of limited funds. Perhaps money could be spent to make it easier to rebook on line?
#15
Join Date: Apr 2006
Location: High Point, NC
Programs: None
Posts: 9,171
It would be nice to see them answer calls within 30 minutes. If it's taking an hour, one might think that it would be worth considering whether additional resources should be spent to address this problem.
I have no idea whether that would be a good use of limited funds.
At least you're making progress - at first this was a 10-year storm and now it's only a 5-year storm. Of course, you temper that by talking about the amount - after 5-6 inches it doesn't matter that much.