Bahadir From United States of America, joined Oct 2001, 1727 posts, RR: 12 Posted (4 years 9 months 1 week 5 days 8 hours ago) and read 2339 times:
I am trying to book a non-rev travel for my show time tomorrow on USAirways. I don't have an access to TheHub as i work for another airline. (Our airline works for USAirways but don't get me started on the limitations to book for us working on Co Express side).
I called their reservation lines 4 times within last hour. Each time i had to hang up and deal with another rep. After the 4th time I gave up.
Here are my problems:
- Language skills: I am not even native English speaker but these people cannot even go beyond 'Mr. and Mrs. Smith went to the seaside' type of English.
- Incompetence: They told me that they don't have any flights for tonight. I guess the red eye to Charlotte and Philly are operated by Emirates (I wish).
Then I gave them the flight numbers and she find them in the system. When i asked how many seats are available, she said she didn't have that information.
- Lack of knowledge: I am not going to call it ignorance but there is a difference between Louisville, KY and Lexington, KY. There are two towns that sound a like but after me reminding them 4 times that is Louisville, the airport is SDF , they are still getting it wrong.
How companies can be so shortsighted that a tele service rep in XYZ country making $1/hr is not as cheap as some college kid trying to make beer money on state side at $7/hr. If you are going to outsource the call center, at least do it with some high quality outsourcing companies..
Flyingcat From United States of America, joined May 2007, 510 posts, RR: 0 Reply 1, posted (4 years 9 months 1 week 5 days 8 hours ago) and read 2281 times:
(800) 894-PASS is the number that our company has been given. Hopefully this will work.
Malaysia From United States of America, joined Nov 1999, 3185 posts, RR: 0 Reply 2, posted (4 years 9 months 1 week 5 days 7 hours ago) and read 2214 times:
US RES is handled in the Philippines, UK (intl), Wilmington, Reno, but I am not sure about the El Salvador part.
There Are Those Who Believe That There May Yet Be Other Airlines Who Even Now Fight To Survive Beyond The Heavens
A330323X From United States of America, joined Oct 2003, 3039 posts, RR: 47 Reply 3, posted (4 years 9 months 1 week 5 days 7 hours ago) and read 2199 times:
Quoting Malaysia (Reply 2): US RES is handled in the Philippines, UK (intl), Wilmington, Reno, but I am not sure about the El Salvador part.
Not quite.
US has in-house call centers in INT, RNO, LPL, and outsourced call centers in MNL, SAL, MEX.
I'm the expert on here on two things, neither of which I care about much anymore.
ArmitageShanks From UK - England, joined Dec 2003, 3362 posts, RR: 16 Reply 4, posted (4 years 9 months 1 week 5 days 7 hours ago) and read 2179 times:
PHLapproach From Philippines, joined Mar 2004, 1181 posts, RR: 22 Reply 5, posted (4 years 9 months 1 week 5 days 7 hours ago) and read 2171 times:
It sounds like you were dealing with MNL which last I heard might be closing. One time I had SAL call (at work) asking about a customers bag. The rep spoke very good English and was extremely professional.
Legacytravel From United States of America, joined Aug 2005, 1067 posts, RR: 2 Reply 6, posted (4 years 9 months 1 week 5 days 5 hours ago) and read 2067 times:
Quoting PHLapproach (Reply 5): The rep spoke very good English and was extremely professional.
That must have been the only one. I do have one complaint. How many times when you call do they have to say I am Mr. Smith or Ms. Jones. If those are their names I am Michael Jordan.
A330323X From United States of America, joined Oct 2003, 3039 posts, RR: 47 Reply 7, posted (4 years 9 months 1 week 4 days 19 hours ago) and read 1881 times:
Quoting Legacytravel (Reply 6): I do have one complaint. How many times when you call do they have to say I am Mr. Smith or Ms. Jones.
The US-based employees at INT and RNO certainly don't give their real names out either.
I'm the expert on here on two things, neither of which I care about much anymore.
Adam T. From United States of America, joined Jun 2000, 957 posts, RR: 6 Reply 8, posted (4 years 9 months 1 week 4 days 17 hours ago) and read 1793 times:
I remember dealing with a reservation agent when I made a reservation for Boston back in Janury. She totally botched up the names on our tickets and put us on a wrong flight going to BOS, I was able to get it fixed later but still.
Socalfive From , joined Dec 1969, posts, RR: Reply 10, posted (4 years 9 months 1 week 4 days 7 hours ago) and read 1597 times:
Quoting Bahadir (Thread starter): How companies can be so shortsighted that a tele service rep in XYZ country making $1/hr is not as cheap as some college kid trying to make beer money on state side at $7/hr. If you are going to outsource the call center, at least do it with some high quality outsourcing companies..
There is no such thing as quality offshore outsourcing to these third world countries. As far as I'm concerned, EVERY company in ANY industry can go down the tubes into liquidation for subjecting us to this nonsense. If US is doing it, then again, they're stepping over dollars to pick up dimes, like DL did, or still does, I don't know. Matters not, DL lost my business for good after dealing with INDIA trying to make a reservation on a complicated itinerary with someone who has no geographical knowledge whatsoever. These people are NEVER trained well enough, they're only scripted and can barely perform up to the standards of a poorly scripted operation anyway.
By the way, for those like me that give a rat's ass, Gateway is the last PC manufacturer to keep support in the US. Give them your business please!
EA CO AS From United States of America, joined Nov 2001, 12562 posts, RR: 64 Reply 11, posted (4 years 9 months 1 week 3 days 15 hours ago) and read 1409 times:
Doesn't US still maintain a call center in PHX as well? (Ok, technically south Tempe..)
"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan
Malaysia From United States of America, joined Nov 1999, 3185 posts, RR: 0 Reply 12, posted (4 years 9 months 1 week 3 days 11 hours ago) and read 1272 times:
A330323X From United States of America, joined Oct 2003, 3039 posts, RR: 47 Reply 13, posted (4 years 9 months 1 week 3 days 10 hours ago) and read 1260 times:
Quoting Malaysia (Reply 12): I was right as far UK = LPL Wilmington = INT
No, Wilmington is ILM. INT is Winston-Salem, where the res center is, over 180 miles away from Wilmington.
I'm the expert on here on two things, neither of which I care about much anymore.
Bcoz From United States of America, joined Mar 2007, 358 posts, RR: 0 Reply 14, posted (4 years 9 months 1 week 3 days 10 hours ago) and read 1249 times:
Earlier this summer, I booked an award ticket online from MKE to CHS for earlier this month. The schedule that I had originally picked didn't work out after other people I was meeting made their travel plans, so I decided to fly FL instead. US didn't have any award seats available for the dates/times I now needed.
So as to not lose the award ticket altogether and avoid paying the redeposit fee, I decided just to change the dates of travel until Feb of 2009 to go visit a friend of mine from high school then. Same city pairs, etc.
When I called to change (and I'm not sure where my call was routed), I got someone with very poor English skills.
I made it very clear that I simply wanted to change the dates of travel. Flight times didn't matter. The agent took about four minutes and said, "No seats are available for that flight."
I explained that I didn't care if it was the same flight I was originally scheduled on or not... Any flight... any time of day... with the new dates would work fine (I knew from looking online that award seats were available).
It took another four to five minutes of repeating this for the agent to get things straight.
All is well that ends well, but that was one frustrating customer service experience.
A330323X From United States of America, joined Oct 2003, 3039 posts, RR: 47 Reply 15, posted (4 years 9 months 1 week 3 days 10 hours ago) and read 1234 times:
Quoting EA CO AS (Reply 11): Doesn't US still maintain a call center in PHX as well? (Ok, technically south Tempe..)
It's mostly US Airways Vacations handled there, with some overflow calls from general res.
I'm the expert on here on two things, neither of which I care about much anymore.
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