Jumpgate

As much as I b*tch and moan, I gotta say, the only reason I'm still with US Airways is the CP desk.

My sister was in a terrible bind tonight and an agent in Manila had made it worse. She called me frantic, and I conferenced her to a WONDERFUL woman at the CP desk. She spent 90 minutes on the phone with the two of us, and my sister is now completely ticketed and very satisfied. Her family's return trip is ready to go (it got messed up at the last second thanks to a *A partner cancelling the flight).

I gotta say - thank you to the CP desk. ^ I really hope US Airways realizes the quality of character and employee that they have in Winston-Salem.

True professionalism, character and class - that's the best way I can describe this angel tonight.

kudzu

Amen. They've really spoilt me over the years with excellent service. I know they're not having an easy time with QIK/SHARES these days, but they keep trying hard and I'm grateful.

safetymom

That is the only thing I truly miss about US. The preferred desk at Delta is not as good.

kudzu

Congratulations on your 1,000th post, safetymom, and thanks for all you do for us as a Mod ^

US AIRWAYS FAN

Safetymom,

How are they not as good? Do tell. It will be nice to hear what your experiences have been like in compairson to US's preferred desk.

me4yankees

I, too, am grateful to be CP again and have access to that desk. The other service which has much improved is online chat. I have used that function about 5-7 times in the last month and it works well, too, once you get an agent. Those agents are obviously trained in Qik/Shares.

dan1431

I think that the chat agents are in Manilla but since they can better understand written English over spoken English they seem to be more competent in their job.

Dan

mrhotelman

The agents are West agents based in the United States in either their Reno or Phoenix call centers.

jerseyfinn

Yes, the CP desk makes a world of difference, especially in these times of the SHARES fiasco when coherency is sometimes lost and the customer cast adrift. The CP folks remain reliable and helpful throughout the "dark ages" at Tempe.

Barry

me4yankees

I agree. Unless they are giving them all fake "American" names, they appear to be US-based/West-based, as Shares seems to give them no troubles at all.

EddieG

90 minutes on the phone with anyone is unacceptable, yes I am disgusted with the overall service of US. The only thing the CP desk does for me now is tell me my name and that is only occasional Because of Qik/Shares they are as clueless as the rest. IMO

Jumpgate

The CP agent spent 90 minutes trying every combination of *A airlines to get my sister, her husband, her two kids, and her mother-in-law's return trip from a LONG planned trip to Europe re-established after her booked/confirmed award flight was cancelled.

This is for July travel mind you. Peak travel to Europe. Barcelona. All on saver (50K) tickets. That's 5 seats on the same planes for July travel on saver seats to Europe booked in April. Does this start to ring a bell? Does it even seem possible? The agent made it happen - and she made it happen on SHARES.

Don't scorn the effort of the agent or the time it took because you happen to dislike the airline and have no familiarity with the exact situation involved.

mrhotelman

None of them have the fake names. Being a old West customer, I have actually come to know many of these agents after having dealt with them time and time again over the years. So I know for a fact that they are not overseas.

safetymom

The Delta desk seems very curt. I will call and ask about upgrades and they quote the policy. When you get to the preferred level you usually know the policy. I want them to take a look at the PNR and tell me if first is sold out,etc. With Delta at least the ones I have dealt with don't want to do that.

With that said I find my flights and dealings with Delta have been better. I do have an upcoming flight on US so of course I will be comparing.

Thanks for the congrats on my 1000th post.

longing4piedmont

I agree with mom here at the lower levels. I noticed I diference when I became a PLT, but they were still not the CP desk. Delta has another service desk that is smaller and works with the EP's. These folks are as good or better than the CP desk, but you have to spend big bucks to have access to them.