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What Is Wrong With USAirways Res?  
User currently offlineJetSOUTHEAST From , joined Dec 1969, posts, RR:
Posted (9 years 2 months 2 days 1 hour ago) and read 4046 times:

Ok, to start, I have an interview with Colgan Air tomorrow. It was supposed to be today, with me flying MOB-CLT-DCA-CLT-MOB, but they cancelled the flight. So I did what the automated call said, and called reservations. All 5 times I had people from India or somewhere answer, who cannot speak clear English. The first call, I informed the guy "I am holding a USAirways Non-Revenue Trip Pass" and gave him my Conf number. He asked, what is a trip pass. I said "A paper ticket, do I have to let Colgan rebook". He said "He cannot help me, he does not know what to do". After arguing with 4 more people like him last night, I got in touch with Colgan who changed my reservations without a problem. What is up with this?

33 replies: All unread, showing first 25:
 
User currently offlineTrappedInMKG From United States of America, joined Dec 2007, 4 posts, RR: 0
Reply 1, posted (9 years 2 months 2 days ago) and read 4010 times:

What's wrong with US reservations? The same thing that's wrong with every third world call center on the planet. It's a CALL CENTER, folks. At call centers, you TALK TO PEOPLE. If you can't speak the language, you can't TALK TO PEOPLE. Ergo, if you can't speak English, you shouldn't work at a call center. It's really not a difficult concept. One of these days, someone in power at all these companies will have this startling realization...I hope.

I work at a call center here in the US. The company I work for is Swiss, but we have a US call center to service our US products for our US customers. We also have a Canadian call center in Brantford to service our friends in Canuckistan. What a concept!

Meanwhile, the service you received was absolutely terrible. Where I work, if you had to ask the customer what one of your products or services was, you'd be out the door so fast your head would spin.

< /rant>


User currently offlineMtnmanmakalu From Ireland, joined Nov 2004, 515 posts, RR: 3
Reply 2, posted (9 years 2 months 2 days ago) and read 3987 times:

Another problem to go with TrappedinMKG (true) list- IT'S US AIRWAYS !!!!


I do, I don't, whatever.......
User currently offlineSHUPirate1 From United States of America, joined Sep 2003, 3670 posts, RR: 17
Reply 3, posted (9 years 2 months 1 day 23 hours ago) and read 3938 times:

Correct me if I am wrong, but US Airways is, at this point, down to one reservations call center, in Winston-Salem, I thought...I certainly was not aware that US Airways had outsourced their call centers...am I crazy?


Burma's constitutional referendum options: A. Yes, B. Go to Insein Prison!
User currently offlineUnited737522 From , joined Dec 1969, posts, RR:
Reply 4, posted (9 years 2 months 1 day 23 hours ago) and read 3925 times:

I have reservations on UA that include segments on US. To get seat assignments I had to call them. I could not understand one word they were telling me. It ended up with them screwing up my reservation and a huge mess. The fact that their employees at the call centers cannot speak in a manner that is understandable, would stop me from booking with US in the future.

User currently offlineFlyPNS1 From United States of America, joined Nov 1999, 6618 posts, RR: 24
Reply 5, posted (9 years 2 months 1 day 23 hours ago) and read 3919 times:

Quoting SHUPirate1 (Reply 3):
Correct me if I am wrong, but US Airways is, at this point, down to one reservations call center, in Winston-Salem, I thought...I certainly was not aware that US Airways had outsourced their call centers...am I crazy?

USAirways is indeed down to just one call center in the United States...which is Winston-Salem. However, USAirways does have overseas call centers. IIRC, one of them is in the Phillipines.


User currently offlineFlyPNS1 From United States of America, joined Nov 1999, 6618 posts, RR: 24
Reply 6, posted (9 years 2 months 1 day 23 hours ago) and read 3912 times:

Here we are:

http://www.bizjournals.com/pittsburgh/stories/2005/04/04/daily23.html

Spain-based Atento, which already had a contract to answer US Airways' lost baggage inquiries from El Salvador, will also field reservation calls from that country and Mexico.

Florida-based Precision Response Corp. will take reservations calls from an office in the Philippines and will handle frequent-flier calls from an office in Fort Lauderdale, Fla.


User currently offlineCarmenlu15 From Guatemala, joined Dec 2004, 4762 posts, RR: 30
Reply 7, posted (9 years 2 months 1 day 22 hours ago) and read 3886 times:

Having worked at one of those third world call centers, I can assure you that they hold high standards when it comes to hiring bilingual staff. However, that was my personal experience; I understand that may not be the case for all outsourced call centers.

(BTW, it was the same company that handles US res in El Salvador; different airline though.)



Don't expect to see me around that much (if at all) -- the contact link should still work, though.
User currently offlineTornado82 From , joined Dec 1969, posts, RR:
Reply 8, posted (9 years 2 months 1 day 22 hours ago) and read 3880 times:

Quoting TrappedInMKG (Reply 1):
Another problem to go with TrappedinMKG (true) list- IT'S US AIRWAYS !!!!

How true, how true. A once great company that went down the crapper in nearly all ways.  Yeah sure

Quoting SHUPirate1 (Reply 3):


Correct me if I am wrong, but US Airways is, at this point, down to one reservations call center, in Winston-Salem, I thought...I certainly was not aware that US Airways had outsourced their call centers...am I crazy?

They outsourced along with Winston-Salem. To think, a very short time ago instead of an outsourced call you would have gotten someone in Greentree, PA (Pittsburgh). As long as you could understand the "Younz" and "n'at" dialect of Pittsburghese, you would have been in great shape. The Pittsburgh center just closed a week ago as a matter of fact. The people actually held a little party outside the office building on their last day... and highly publicized it. Seemed to be a middle finger at US management, who rightfully deserve it.


User currently offlineSHUPirate1 From United States of America, joined Sep 2003, 3670 posts, RR: 17
Reply 9, posted (9 years 2 months 1 day 22 hours ago) and read 3876 times:

Well, I guess it must be a coincidence that every time I call US Airways, without fail, I manage to get somebody who is either from the United States, or at least sounds like they are from the United States.


Burma's constitutional referendum options: A. Yes, B. Go to Insein Prison!
User currently offlineEMBQA From United States of America, joined Oct 2003, 9364 posts, RR: 11
Reply 10, posted (9 years 2 months 1 day 22 hours ago) and read 3862 times:

First off, you should have never called reservations. You should have called Colgan first and had them re-issue your ticket. I don't know of any airline in the US that allows it's employees to call the main reservation center directly. Most have a special employee only hot line. They know all the in's and out's of employee bookings....most main Res folks don't deal with it, so they have no idea.

[Edited 2005-08-03 02:21:05]


"It's not the size of the dog in the fight, but the size of the fight in the dog"
User currently offlineCubsrule From United States of America, joined May 2004, 23086 posts, RR: 20
Reply 11, posted (9 years 2 months 1 day 22 hours ago) and read 3844 times:

The ironic thing is that the English-speaking res folks for some airlines in other countries speak better English than the outsourced people "here".


I can't decide whether I miss the tulip or the bowling shoe more
User currently offlineTrappedInMKG From United States of America, joined Dec 2007, 4 posts, RR: 0
Reply 12, posted (9 years 2 months 1 day 22 hours ago) and read 3840 times:

He did. The automated call line (which is marginally less annoying than the Filipino reservations agents, incidentally) told him to call reservations. He did, and he got the clueless res agent.

User currently offlinePassBureauMgr From United States of America, joined May 2005, 99 posts, RR: 0
Reply 13, posted (9 years 2 months 1 day 22 hours ago) and read 3841 times:

I sincerely hope you were on your best behavior with the agents you spoke to. AT our company, (& I'm sure US/HP is no different) anytime our agents speak to a Non-Rev potential crew/staff member, notations are made in the PNR, which accompanies the file to the interview.

User currently offlineTornado82 From , joined Dec 1969, posts, RR:
Reply 14, posted (9 years 2 months 1 day 21 hours ago) and read 3806 times:

Quoting SHUPirate1 (Reply 9):
Well, I guess it must be a coincidence that every time I call US Airways, without fail, I manage to get somebody who is either from the United States, or at least sounds like they are from the United States.

Very recent changes... so you might not have had the dis-pleasure of speaking overseas yet.


User currently offlineEMBQA From United States of America, joined Oct 2003, 9364 posts, RR: 11
Reply 15, posted (9 years 2 months 1 day 21 hours ago) and read 3789 times:

He did. The automated call line told him to call reservations. He did, and he got the clueless res agent.

Your missing the point. The USAirways computer just see's him as a booked passanger on a canceled flight. I calls eveyone that flight and tells the to call Main Reservations. With his situation as a Non-Rev to a job interview you first call your contact person and they will rebook you.. You don't call Main Reservations with Non-Rev situations. The Res Agent was 'clueless' because 99% don't deal with Non-Rev's.



"It's not the size of the dog in the fight, but the size of the fight in the dog"
User currently offlineJetSOUTHEAST From , joined Dec 1969, posts, RR:
Reply 16, posted (9 years 2 months 1 day 21 hours ago) and read 3770 times:

Yes I was nice to the agent nonetheless, even though I was ticked. I see no need to vent anger at them, it will do no good. I just wanted to know what was going on behind the scenes, I did not know they are down to only one call center. I am still looking forward to my flights on USAirways however.

User currently offlineJetSOUTHEAST From , joined Dec 1969, posts, RR:
Reply 17, posted (9 years 2 months 1 day 20 hours ago) and read 3756 times:

Oh I did not know the part of the agents not working nonrevs, I get the point. This is my first time traveling nonrevenue. Guess that answers my question.

User currently offlineJetSOUTHEAST From , joined Dec 1969, posts, RR:
Reply 18, posted (9 years 2 months 1 day 20 hours ago) and read 3758 times:

Oh I did not know the part of the agents not working nonrevs, I get the point. This is my first time traveling nonrevenue. Guess that answers my question.

User currently offlineA330323X From United States of America, joined Oct 2003, 3039 posts, RR: 44
Reply 19, posted (9 years 2 months 1 day 20 hours ago) and read 3742 times:

Quoting SHUPirate1 (Reply 3):
Correct me if I am wrong, but US Airways is, at this point, down to one reservations call center, in Winston-Salem, I thought...I certainly was not aware that US Airways had outsourced their call centers...am I crazy?

Yes. US has their own call center in INT that now handles mostly preferred and specialty desks and some general res. US also has outsourced general res at MNL, MEX, SAL; SAL also has the outsourced usairways.com support, baggage call center, and Dividend Miles service center.

Quoting Tornado82 (Reply 14):
Very recent changes... so you might not have had the dis-pleasure of speaking overseas yet.

If you consider since February or so to be very recent.



I'm the expert on here on two things, neither of which I care about much anymore.
User currently offlineTornado82 From , joined Dec 1969, posts, RR:
Reply 20, posted (9 years 2 months 1 day 19 hours ago) and read 3712 times:

Quoting A330323X (Reply 19):

If you consider since February or so to be very recent.

That was when it began evidentally, but it didn't get going full scale until the layoffs @ Greentree were going full-scale, which was more into the spring, culminating on Friday's shutdown... that's as per the interview with the Union boss on WTAE in Pittsburgh Friday night.

Considering how little you actually need to call Res. nowadays with all the automation, and hard it is to actually get ahold of a real live human regardless of their locale, it's quite possible he's never had one of the overseas one's yet. I had the displeasure of 3 of them in a row while my girlfriend flew IND-PHL-ABE on the last of my DM miles and she was supposed to be returning on the 25th... but after the 21st's Flight 3223 ERJ from PHL-ABE was delayed for 3 hours after they deboarded the passengers due to a foul burning odor on the plane (found to be leaking hydraulics), then cancelled and passengers "reaccomodated" onto a bus... and then the 25th when of course a thunderstorm at 9am caused PHL to be backed up still for a 6pm flight, here came the doozy. US told me that it is against their policy to reaccomodate a passenger onto another airline's flights. We called at 2pm trying to get reaccomodated to even another US flight (they had at least 4 more flights leaving ABE at that time frame) but they told me "the best we can do is tomorrow morning." Well, my bullshit detector went off then, and I read to her in their CoC where it says passengers must be reaccomodated as soon as reasonably possible. Considering DL, CO, UA, and NW all had probably a grand total of 15 possible routings to IND that night I knew US was pulling a fast one. I asked her when US became like WN and refused to rebook passengers to someone else via interline, and she seemed confused. Finally after I spelled out to her the exact routing, flight numbers, and even number of available seats pulled from CO's website to go ABE-CLE-IND, all was fine... except probably to spite us they misspelled the name, which caused the computers to freak out and was a mandatory SSSS from TSA.

This whole mess, plus the lack of English speakers, was part list of grievances in my phone call to the "Consumer Relations" line a week ago today (Tuesday) where after getting another foreign-speaker, on a crappy phone connection that you wouldn't be able to understand someone speaking perfect English even, I asked to be transferred to the nearest supervisor... and after 21 minutes of hold I finally got one, whom I could understand speaking perfect English, and on a good connection (since it wasn't going overseas!). That all led to another interesting revelation.

Their response to my complaints of their phone system, outsourcing and the other grievances with reservations: to give me free dividend miles.
My response: Shove 'em, can't you tell I refuse to fly you guys since winter?? After being Elite in 2004, I have a grand total of 3200 this year: 1000 in bonus for who knows what, 700ish from a reaccomodation in IND which put me on US against my will but it was my only chance of getting out of town, and 1500 from a reaccomdation in OKC which put me on UA. I cashed out 2 free trips worth in the past 6 weeks to completely rid me of your airline's crappy service and its ways.
US agent's response: Sorry you feel that way sir, do you mean you won't fly us even though you still have your elite status for the rest of 2005?? Can I have your top reason why you've dropped your flying from us sir?
Me: The Philly hub, plain and simple. I'd rather go anywhere, even if it means 2 connections, just to avoid that place.
Her: Well Sir, you're the 5th person I've heard something along those lines from this week, and we hope you give us another chance by trying to connect in Charlotte or maybe even Pittsburgh.

FIVE PEOPLE, to ONE AGENT, and it was ONLY TUESDAY!!!! Good choice US, good choice. Leave PHL to Walmart Air, because that's about all whos worthy of that cesspool of an airport.


User currently offlineSupa7E7 From , joined Dec 1969, posts, RR:
Reply 21, posted (9 years 2 months 1 day 19 hours ago) and read 3678 times:

PHL is indeed a hellhole and it will be a massive task for HP executives and customer service managers to fix it come this winter, when they take control.

User currently offlineANCFlyer From , joined Dec 1969, posts, RR:
Reply 22, posted (9 years 2 months 1 day 19 hours ago) and read 3652 times:

Quoting SHUPirate1 (Reply 3):
Correct me if I am wrong, but US Airways is, at this point, down to one reservations call center, in Winston-Salem, I thought...I certainly was not aware that US Airways had outsourced their call centers...am I crazy?

I was not either . . .

In the event I call and get some numbnut that can't speak English I will hang up, and call again, and again, and again . . .

Certainly someone at the US Airways HQ in Crystal City speaks English.


User currently offlineSHUPirate1 From United States of America, joined Sep 2003, 3670 posts, RR: 17
Reply 23, posted (9 years 2 months 1 day 18 hours ago) and read 3638 times:

Quoting Tornado82 (Reply 20):
US told me that it is against their policy to reaccomodate a passenger onto another airline's flights.



Quoting Tornado82 (Reply 20):
Well, my bullshit detector went off then

It's very easy to call them on that one. US Airways will reaccomodate passengers on other airlines for just about everything, including voluntarily denied boardings.



Burma's constitutional referendum options: A. Yes, B. Go to Insein Prison!
User currently offlineTornado82 From , joined Dec 1969, posts, RR:
Reply 24, posted (9 years 2 months 1 day 1 hour ago) and read 3547 times:

Quoting SHUPirate1 (Reply 23):

It's very easy to call them on that one. US Airways will reaccomodate passengers on other airlines for just about everything, including voluntarily denied boardings.

Oh I know. But maybe they didn't understand that in whichever country that call got sent to??


25 Post contains images Trekster : Pls be nice to use Call centre agents. We have feelings. Hate it when im trying my best to help a passenger, and they SCREAM down the phone. Im trying
26 SegmentKing : JetSoutheast... 800 325 9999 is the non-rev number that gets you thru to a human at Winston Res.... NEVER india.
27 Post contains images Carmenlu15 : Well said! I don't know if that applies to you, but I would add surly ticket office agents that treat you as 2nd-class citizens and think they know b
28 Tornado82 : I don't scream at anyone. If the service sucks, I just cordially, but sternly as well, ask to speak to a manager. I worked in service-industry relate
29 Jetdeltamsy : Why argue with anyone? Just as to move up the chain of command...ask for a supervisor. Eventually you'll get someone who knows what you're talking ab
30 Goodmanr : At US that takes a few hours of holding.
31 Flyboyaz : I had a bad experience with them too...as did my supervisor when he called to rebook a pax on them...not good! At least we will have 2 more domestic c
32 VC10BOAC : Had a not so good experience with US airways also. I had buddy pass which I tried to use a couple of months ago, but could not get on since the flight
33 Gipper913 : Amen to that!
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