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SWA Telephone Wait Times  
User currently offlineGlbltrvlr From United States of America, joined Oct 2007, 731 posts, RR: 0
Posted (5 years 2 months 5 days 6 hours ago) and read 2393 times:

Have been flying SWA for almost 20 years, mostly business and can't recall ever having to wait more than a few seconds to talk to a res agent. This week, midweek, midday, needed to make an itinerary change and waited about 12 minutes on hold. Just called now (midday Saturday) for another res and was told it would be 30 minutes or more. They did the callback thing, but still.

Big cutbacks in reservation staffing or just the effect of the sale?

13 replies: All unread, jump to last
 
User currently offlineJetmatt777 From United States of America, joined Jun 2005, 2788 posts, RR: 32
Reply 1, posted (5 years 2 months 5 days 6 hours ago) and read 2385 times:

I think SWA is still hiring res agents at OKC Call Center. Not sure if that is an old job ad, or if they are still doing it. I doubt OKC would cut any if they are hiring. Might have just been a busy day, but there are other SWA call centers IIRC.


No info
User currently offlinePITops From United States of America, joined May 2007, 1442 posts, RR: 4
Reply 2, posted (5 years 2 months 5 days 5 hours ago) and read 2365 times:

Our res agents now take calls concerning lost baggage claims. So they are getting alot more calls funneling into their call centers. We still have 4 res centers I believe. Not sure the exact number.


Ground Ops, Southwest Airlines, CMH
User currently offlineKL911 From Czech Republic, joined Jul 2003, 5141 posts, RR: 15
Reply 3, posted (5 years 2 months 5 days 5 hours ago) and read 2365 times:

Why call? Use internet. Callcentres will be gone soon anyway, and internet is free..  Smile

User currently offlinePITops From United States of America, joined May 2007, 1442 posts, RR: 4
Reply 4, posted (5 years 2 months 5 days 5 hours ago) and read 2337 times:



Quoting KL911 (Reply 3):
Callcentres will be gone soon anyway

I doubt that will happen. Still alot of people who are computer illiterate.



Ground Ops, Southwest Airlines, CMH
User currently offlineSW733 From United States of America, joined Feb 2004, 6324 posts, RR: 9
Reply 5, posted (5 years 2 months 5 days 5 hours ago) and read 2313 times:



Quoting KL911 (Reply 3):
and internet is free..

So are evening/weekend calls for most USA mobile phone carriers  Smile


User currently offlineGlbltrvlr From United States of America, joined Oct 2007, 731 posts, RR: 0
Reply 6, posted (5 years 2 months 5 days 5 hours ago) and read 2296 times:



Quoting KL911 (Reply 3):
Why call? Use internet. Callcentres will be gone soon anyway, and internet is free..

Unfortunately there are at least a couple of transaction types that require manual processing. And the predictive queue manager needs a little help. Despite the recorded assurance that my place in line would be preserved and I would be called back within 30 minutes, it's been going on 50.


User currently offlineNational757 From United States of America, joined Jul 2007, 720 posts, RR: 1
Reply 7, posted (5 years 2 months 5 days 5 hours ago) and read 2290 times:



Quoting PITops (Reply 2):
Our res agents now take calls concerning lost baggage claims. So they are getting alot more calls funneling into their call centers.

That's unfortunate. I've booked dozens of flights on Southwest and on the two rare occasions I had to call, the hold time was non-existent. I was instantly connected with a rep!



Formula 1 Grand Prix Trips: YUL '08, MEL '09, BCN '10, SIN '11, and LGW '12
User currently offlineLexy From United States of America, joined Jun 2006, 2515 posts, RR: 8
Reply 8, posted (5 years 2 months 5 days 5 hours ago) and read 2247 times:



Quoting PITops (Reply 2):
Our res agents now take calls concerning lost baggage claims. So they are getting alot more calls funneling into their call centers. We still have 4 res centers I believe. Not sure the exact number.

And they are still top of the class in my mind! Everytime I have called them, once with a pretty confusing change of plans, I have had nothing but great service from them. My hats off to their agents on the "other end"!



Nashville, Tennessee KBNA
User currently offlineF9fan From United States of America, joined Jan 2004, 696 posts, RR: 3
Reply 9, posted (5 years 2 months 5 days 5 hours ago) and read 2242 times:

A few weeks ago, I had to call WN to add my wife's Rapid Rewards number to our reservation, and had a ten minute wait. That was on a weekday evening. The difference between the projected wait time and the time to actual call-back was pretty close to accurate. The call-back feature was neat, though.

User currently offlinePITops From United States of America, joined May 2007, 1442 posts, RR: 4
Reply 10, posted (5 years 2 months 5 days 4 hours ago) and read 2236 times:



Quoting National757 (Reply 7):
That's unfortunate. I've booked dozens of flights on Southwest and on the two rare occasions I had to call, the hold time was non-existent. I was instantly connected with a rep!

Yeah. It is the same with us ground ops employees. We have a call center called "Source of Support" (SOS) that we call if we encounter computer or reservation issues. When we launched our new computer system last fall and eventually switched to an all ticketless system, they have been flooded with calls. We can sit on hold for up to 20-30 minutes at times when before hold times were almost non- existent. It can be very frustrating.

Also hold times can differ depending on what time of day you call. Try calling in the morning. Wait times should be alot less.



Ground Ops, Southwest Airlines, CMH
User currently offlineToltommy From United States of America, joined Dec 2003, 3292 posts, RR: 4
Reply 11, posted (5 years 2 months 4 days 21 hours ago) and read 2060 times:

WN initiated a major fare sale this week. Nothing personal, but the prices were so low that it probably did attract a fair number of people who wouldn't have flown otherwise. Least likely to have internet access, or to trust the transaction.....

User currently onlineEA CO AS From United States of America, joined Nov 2001, 13602 posts, RR: 61
Reply 12, posted (5 years 2 months 4 days 20 hours ago) and read 2011 times:
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Quoting KL911 (Reply 3):
Callcentres will be gone soon anyway

 redflag 

Ridiculous.


However, the job of a reservations agent has changed over the years and will continue to evolve into a "web-help/customer service and support" role. General sales will be all done over the internet, which is a far cheaper distribution method. Res will evolve to help those customers who need things that cannot be done online or need assistance in booking.



"In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan
User currently offlineYodobashi From United Kingdom, joined Sep 2007, 237 posts, RR: 3
Reply 13, posted (5 years 2 months 4 days 13 hours ago) and read 1916 times:

To be honest, a lot of airline call centres offer p*** poor service ....

Last week I had cause to telephone BMI's call centre in India over a simple query - total time of call including queueing to be answered then get my query dealt with - 27 minutes.

Also last week, I had to call Singapore Airlines call centre - total time just queueing to be answered was 20 minutes!!!

Call centres, don't you just love them?



"The World is a book, and those who do not travel read only a page"
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