BCAInfoSys
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Long-Waits On The Phone For AS

Wed Mar 17, 2004 3:47 am

OK, this is mainly intended for you AS employees out there. Why is it that there's always a LONG wait on the phone to get through to a Cust. Service rep? I've called at different times of the day/different days, and it seems that it always takes me at LEAST 7-10 minutes to get through to someone.

I just called now, and the "estimated wait time" is 16 minutes! It seems to me that AS could definitely stand to increase their CS staffing levels, this is ridiculous! Why is the wait for AS so much worse then any other airline I've ever tried to call?

[Edited 2004-03-16 19:47:29]
Militant Agnostic - I don't know and you don't either.
 
as739x
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RE: Long-Waits On The Phone For AS

Wed Mar 17, 2004 4:06 am

I called America West the other day and waited 24 min. Were not the only one. I imagine right now its cause of spring break.

ASSFO
"Some pilots avoid storm cells and some play connect the dots!"
 
BCAInfoSys
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RE: Long-Waits On The Phone For AS

Wed Mar 17, 2004 5:04 am

See it's not just lately, it's been a long-running issue with AS. Over the last 2-3 months, I never gotten through to anybody in less then 5 minutes or so. I wonder what's up?  Confused
Militant Agnostic - I don't know and you don't either.
 
COAB767
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RE: Long-Waits On The Phone For AS

Wed Mar 17, 2004 5:11 am

Maybe AS has low fares or some special deals, that's why people are waiting so long to speak to an agent.
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EA CO AS
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RE: Long-Waits On The Phone For AS

Wed Mar 17, 2004 5:33 am

We have a longer-than-usual hold time right now for several reasons:

  • customers booking/inquiring about Spring Break travel

  • customers booking/inquiring about summer travel

  • cruise lines booking space for their passengers


  • We have also modified the way itinerary changes are handled within the reservations department, and this new procedure takes extra time internally while the agents are within this learning curve.

    These problems should be temporary. Sorry for the inconvenience!
    "In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan

    Comments made here are my own and are not intended to represent the official position of Alaska Air Group
     
    CcrlR
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    RE: Long-Waits On The Phone For AS

    Wed Mar 17, 2004 5:51 am

    Sometimes it depends on what the other people are inquiring about. I once had to wait about 15 to 19 minutes to call AA for some flight problems and this is July when it happened. I tried at 12pm because it was the only time I could get them from 9 to 5 weekdays. I tried three days after it happened, till I tried after 12pm and I got through.
    "He was right, it is a screaming metal deathtrap!"-Cosmo (from the Fairly Oddparents)
     
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    ramprat74
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    RE: Long-Waits On The Phone For AS

    Wed Mar 17, 2004 6:51 am

    Because management thinks they don't need reservation agents anymore. They feel most people buy their tickets online. Which is false. At UA, they cut back reservation agents. Then the call volumes went through the roof. So they brought most of them back.
     
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    EA CO AS
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    RE: Long-Waits On The Phone For AS

    Wed Mar 17, 2004 6:53 am

    Because management thinks they don't need reservation agents anymore.

    I hate to disagree with a fellow employee, but you're off-base on that one. We're actually hiring reservations sales agents.

    Management is driving more and more transactions to the internet (since the distribution cost is so low), but internal reservations sales agents will always be an integral part of Alaska's customer service - especially for all those internet customers who make mistakes when booking!  Big grin

    [Edited 2004-03-16 23:03:03]
    "In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan

    Comments made here are my own and are not intended to represent the official position of Alaska Air Group
     
    AA737-823
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    RE: Long-Waits On The Phone For AS

    Wed Mar 17, 2004 7:08 am

    Oooh- ten points for EA CO AS. Is anyone else keeping score?

    I like to do things over the Net, but sometimes I wonder... am I affecting someone's job security? I think the answer is yes.

    Hmmmm... so which is more American? To buy online and save yourself and the airline money, or to call and create the need for a phone staff?

    R
     
    BCAInfoSys
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    RE: Long-Waits On The Phone For AS

    Wed Mar 17, 2004 7:27 am

    I do almost all of my transactions online.. but in this case, I have an issue with my FF miles that didn't transfer from AA to AS under a promotion for double miles, so I really do have to talk to somebody.
    Militant Agnostic - I don't know and you don't either.
     
    frntman
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    RE: Long-Waits On The Phone For AS

    Wed Mar 17, 2004 8:11 am

    I've always wondered what the financial and customer service impact was on AS when the ANC res center closed.

    If I remember correctly, the same space is still available at the Regional HQ in ANC, but is used as a training room for various classes.



     
    AirframeAS
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    RE: Long-Waits On The Phone For AS

    Wed Mar 17, 2004 4:33 pm

    Where does AS has their TTY rez center for deaf pax? They dont have it in PHX anymore or in SEA either so Im assuming in BOI? I applied to be an AS rez agent in PHX and they rejected me right as I walked into the door.
    A Safe Flight Begins With Quality Maintenance On The Ground.
     
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    EA CO AS
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    RE: Long-Waits On The Phone For AS

    Thu Mar 18, 2004 1:58 am

    Where does AS has their TTY rez center for deaf pax?

    Actually, it's still in the Phoenix Res Center.

    I like to do things over the Net, but sometimes I wonder... am I affecting someone's job security? I think the answer is yes.

    It depends on your point of view, honestly. The jobs most directly affected by booking online are actually those of professional travel agents, not airline reservations personnel. There will always be those people who want to speak to a real, live person instead of using their computer - and many who have to, thanks to the complexities of what they want booked or special services they require that cannot be handled online - and that's where res agents come in.

    And, as I've already mentioned, a great many res agents spend their days assisting customers to fix errors the passengers themselves created when booking online and selecting the wrong date, flight, and so on.

    Consequently, reservations sales agents will always be around to some degree.

    I've always wondered what the financial and customer service impact was on AS when the ANC res center closed.

    We also closed the JNU res center at the same time. Most of the ANC and JNU res agents transferred to the airports, and some moved elsewhere in the system.

    Closing JNURR and ANCRR was difficult, but made economic sense - both locations were small (JNURR with about 25 agents and ANCRR with 50) compared to the SEA and PHX offices, so it was much more economical to consolidate into the two facilities.

    BOI has only been part of res for a short while, but they've got a good group of people, even though most of them are still learning the ropes and are prone to errors. Hey, we were all new at our jobs once, right?  Big grin

    "In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan

    Comments made here are my own and are not intended to represent the official position of Alaska Air Group
     
    ASBOIRR
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    RE: Long-Waits On The Phone For AS

    Thu Mar 18, 2004 3:37 am

    BOI has only been part of res for a short while, but they've got a good group of people, even though most of them are still learning the ropes and are prone to errors. Hey, we were all new at our jobs once, right?
    Hmmm...high PSE though. Even before the lovely change desk.  Big grin I don't know if its because we don't talk to them much anymore but on the rare occassion I have to call down there the agents are much nicer than when it was just the "IT" desk. You wouldn't believe how people up here actually feared calling PHX. Customers have noticed too. I suppose once BOIRR becomes a number of years old our agents will get crabby.
     
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    EA CO AS
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    RE: Long-Waits On The Phone For AS

    Fri Mar 19, 2004 1:46 am

    I suppose once BOIRR becomes a number of years old our agents will get crabby.

    The PHX and SEA agents are crabby for one reason - because they spend the majority of their time cleaning up messes created by BOI agents.  Big grin
    "In this present crisis, government is not the solution to our problem - government IS the problem." - Ronald Reagan

    Comments made here are my own and are not intended to represent the official position of Alaska Air Group
     
    ASBOIRR
    Posts: 51
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    RE: Long-Waits On The Phone For AS

    Sat Mar 20, 2004 2:00 pm

    Never have a problem with SEA. They're nice. Big grin

    I've got some "lovely" leads in PHX.

    Okay, okay, I'll stop!

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