CarmenLu15 From Guatemala, joined Dec 2004, 4701 posts, RR: 34 Posted (7 years 10 months 2 weeks 2 days 5 hours ago) and read 1501 times:
Internet has made it possible for many travelers to organize their trips on their own, with no need to contact the airline or a travel agent. Nowadays, you can search the best fares, book your flights, pay for your tickets, assign seats, even get your boarding passes with a few clicks.
However, there are times when the website can't help your travel needs, and you have to do it the old-fashioned way: grab the phone and call res center.
I have seen many complaints in these forums when it comes to res centers, mainly due to call center outsourcing. As someone from the other side of the field (former res center employee), I'd like to hear your say on this subject. Which airlines you call frequently, how's their service, any remarkable experience you may want to share (good or bad)...
(And, if you have been treated like trash and feel like taking it out on the first poor soul that comes across your path... go ahead, I have put my flame-retardant suit. )
Being a pioneer in any field is not by itself a guarantee of continued success - Pan Am, anyone?
PanAm747 From United States of America, joined Feb 2004, 4242 posts, RR: 9 Reply 1, posted (7 years 10 months 2 weeks 2 days 5 hours ago) and read 1500 times:
Recently, I have had four experiences with airline reservation agents, all of them exceptional!!
In 2002, I flew SAN-ATL on AA. There was a HUGE time change, and my particular set of flights was changed. The computer automatically re-booked me, but on an earlier departing flight.
I called the reservations department, and asked that since the schedule had to be changed, could they re-book to the later flight? I had the important information available, and they made the change no problem. Got what I wanted with great service!
In November, 2002, I was flying ORD-LAX-SAN (so that I could fly a 747-400). However, the ORD-LAX portion was delayed four hours, and I would miss my connection at LAX. I called up UA, and they asked if I'd still like a connecting flight through LAX or if I'd prefer the non-stop. Did the non-stop (a 757, but still a great plane and flight!), and again, great service!
And also with UA, I have had tickets routing me SAN-SFO and SAN-ITO that have each had to be postponed. That accounts for four calls - once each to postpone, and once to re-book.
In all four cases, the reservations agents were as nice as could be. Of course, having the confirmation number AND a new itinerary ready (being very knowledgeable about what I wanted) sure made their jobs easier. But they didn't have to be nice - but they were!
The most recent case involved America West. I flew SAN-MSP with my dad; however, the tickets were purchased separately. When we booked the tickets, we had adjoining seats. However, there was an equipment and time change, and we received separate notification that we were now assigned different seats, no longer next to each other.
I called America West and explained that dad can't travel alone and I needed to be seated next to him. I gave the gentleman the pertinent information about both reservations, and voilá! All was made better.
Reservations agents, you are great!!
Pan Am:The World's Most Experienced Airline - P(oor) S(ailor's) A(irline): San Diego's Hometown Airline-Catch Our Smile!
Atrude777 From United States of America, joined Aug 2003, 5623 posts, RR: 54 Reply 3, posted (7 years 10 months 1 week 6 days 19 hours ago) and read 1459 times:
All mine have been great as well.
Had to cancel an AA flight to change to a new date. But I wanted to keep the same airfare, found I couldnt do it online. So i called and she worked me through it, and
-said "you know what, ill just book this for you and you can pay the same airfare isntead of paying the difference, we will keep it between us"
-I said "oh no i dont want to get you in trouble, im just trying to understand how to do this"
-she said "its no problem, all you have to do is pay 100 extra for the cancellation fee"
I was frusterated I had to pay that but she was so sweet about it all, I said fine.
Southwest- I always have great calls with them sometimes I end up having personal calls with them HAHAHA
Alex
Good things come to those who wait, better things come to those who go AFTER it!
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From United States of America, joined Feb 2004, 4242 posts, 
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