Shawn Patrick From United States of America, joined Jan 2000, 2608 posts, RR: 16 Posted (10 years 2 months 1 week 6 days 2 hours ago) and read 3213 times:
I'm scheduled to fly COS-SFO tomorrow on UA. But this afternoon I have had all kinds of people calling me from UA to change my itinerary to DEN-SFO, citing an overbooked COS departure. NOW I have a check-in agent calling me from his HOUSE trying to get me change the itinerary.
Is this a little wierd? Or is this normal procedure?
LegendDC9 From , joined Dec 1969, posts, RR:
Reply 1, posted (10 years 2 months 1 week 6 days 1 hour ago) and read 3170 times:
Not really, it's actualy pretty common. if they are oversold and are offering a good deal, you should take it. It happens on Int'l too, I got called at home once regarding an LY flight that was oversold, they gave me a different routing, got in an hour and a half later and $250 cash... what more could I ask for?
Lincoln From United States of America, joined Nov 2004, 3887 posts, RR: 8
Reply 5, posted (10 years 2 months 1 week 6 days ago) and read 2974 times:
If they're offering perks, I'd go for it.
Aside from that point, how did you know he was calling from his house?
If he told you that, I would be mildly concerned about an airline employee using the contact information in my reservation when not actually working or following up on something I initiated. Delta was sued and lost over something like that* several years back. [i.e. I have no problem with a call back to follow up on a lost bag or whatever from where ever that agent may be, I would be slightly suprised to get a call out of the blue from an agent, period, let alone from at home]
On the other hand, an employee willing to work proactively from home to avoid an inconvenient and potentially nasty situation at the airport a day in advance is one feat of employee motivation and loyalty and, IMO, a major customer relations plus. / "Going above and beyond" (Heck, in a few cases I've had a hard enough time getting assistance from an agent when they were being paid to work)
[Note- my comments regarding use of contact information do not apply to any CO employees who may be in a position to grant my wish for an upgrade before I get to the airport ]
* Well, not completely, but close - customer called back after buying a ticket to complain to a supervisor then got a call at home the next day at like 6:00 AM from the original res agent (also at home) asking "What the hell did I do wrong and how can I avoid making the mistake the future?". Customer was shaken and sued both Delta and the agent for improperly protecting her personal data, neglegince, and harassment, among other things, IIRC. I can dig up the case from Lexis if anyone's REALLY interested
CO Is My Airline of Choice || Baggage Claim is an airline's last chance to disappoint a customer || Next flts in profile
Acidradio From United States of America, joined Mar 2001, 1879 posts, RR: 10
Reply 7, posted (10 years 2 months 1 week 3 days 18 hours ago) and read 2706 times:
AIRLINERS.NET CREW FORUM MODERATOR
At some airlines (such as JetBlue), ALL reservations agents are at home all the time! Instead of having a call center, JetBlue installs computer and telephone gear at the agent's home. It saves the cost of renting office space, boosts morale, saves transportation problems and gets rid of the hassle of things like child care, scheduling a lunch break and having to go someplace to eat, etc.