Shawn Patrick
Topic Author
Posts: 2465
Joined: Tue Jan 11, 2000 7:30 am

Check-in Agent Calling Me From Home To Change Res?

Sat Mar 19, 2005 8:27 am

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?

Thanks,
Shawn
 
legendDC9
Posts: 458
Joined: Sun Nov 21, 2004 9:24 am

RE: Check-in Agent Calling Me From Home To Change Res?

Sat Mar 19, 2005 8:49 am

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?
 
DLKAPA
Posts: 7962
Joined: Wed Dec 03, 2003 10:37 am

RE: Check-in Agent Calling Me From Home To Change Res?

Sat Mar 19, 2005 9:00 am

Shawn, out of idle curiosity, would you rather fly a CRJ with no perks, or a heavy with perks?
And all at once the crowd begins to sing: Sometimes the hardest thing and the right thing are the same
 
Shawn Patrick
Topic Author
Posts: 2465
Joined: Tue Jan 11, 2000 7:30 am

RE: Check-in Agent Calling Me From Home To Change Res?

Sat Mar 19, 2005 9:31 am

What kind of perks are we talking about? :-P

We booked COS because it's closer, parking was cheaper, fare was cheaper, and times were perfect.

I just thought it was a little wierd having this guy call from his house.
 
Newark777
Posts: 8284
Joined: Thu Dec 02, 2004 6:23 am

RE: Check-in Agent Calling Me From Home To Change Res?

Sat Mar 19, 2005 9:46 am

Quoting Shawn Patrick (Reply 3):
I just thought it was a little wierd having this guy call from his house.

I wouldn't go so far as to call it weird. He was probably just trying to clear up a sticky situation so he doesn't have to deal with a plane full of disgruntled passengers in the morning.

Harry
Why grab a Heine when you can grab a Busch?
 
lincoln
Posts: 3133
Joined: Mon Nov 01, 2004 11:22 pm

RE: Check-in Agent Calling Me From Home To Change Res?

Sat Mar 19, 2005 10:29 am

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)

Lincoln

[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  Wink  Smile]


* 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
 
FlyingTexan
Posts: 2998
Joined: Tue Jan 07, 2003 8:30 am

RE: Check-in Agent Calling Me From Home To Change Res?

Mon Mar 21, 2005 1:18 pm

I totally agree with Lincoln. So, did you change your reservation?

JR FlyingTexan
"Wouldn't your boss like to fly home nonstop at 4:30 on a Friday afternoon?" -Airline Exec to Congressional Staffer
 
acidradio
Crew
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Joined: Mon Mar 12, 2001 3:19 pm

RE: Check-in Agent Calling Me From Home To Change Res?

Mon Mar 21, 2005 4:03 pm

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.
Ich haben zwei Platzspielen und ein Microphone