JetSOUTHEAST
Topic Author
Posts: 178
Joined: Tue Oct 10, 2000 5:44 am

What Is Wrong With USAirways Res?

Wed Aug 03, 2005 6:02 am

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?
 
TrappedinMKG
Posts: 232
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 7:18 am

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>
 
mtnmanmakalu
Posts: 493
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 7:25 am

Another problem to go with TrappedinMKG (true) list- IT'S US AIRWAYS !!!!
I do, I don't, whatever.......
 
SHUPirate1
Posts: 3428
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 8:26 am

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!
 
United737522
Posts: 410
Joined: Thu Apr 21, 2005 1:33 pm

RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 8:33 am

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.
'Michael Mooronism' ~Jetjack74
 
FlyPNS1
Posts: 5260
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 8:36 am

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.
 
FlyPNS1
Posts: 5260
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 8:43 am

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.
 
carmenlu15
Posts: 4517
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 9:01 am

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.
 
Tornado82
Posts: 4662
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 9:06 am

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.
 
SHUPirate1
Posts: 3428
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 9:09 am

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!
 
EMBQA
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 9:18 am

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"
 
Cubsrule
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 9:25 am

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
 
TrappedinMKG
Posts: 232
Joined: Fri Dec 14, 2007 7:11 pm

RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 9:25 am

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.
 
PassBureauMgr
Posts: 94
Joined: Thu May 12, 2005 7:34 am

RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 9:28 am

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.
 
Tornado82
Posts: 4662
Joined: Thu May 26, 2005 10:19 am

RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 10:02 am

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.
 
EMBQA
Posts: 7795
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 10:26 am

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"
 
JetSOUTHEAST
Topic Author
Posts: 178
Joined: Tue Oct 10, 2000 5:44 am

RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 10:42 am

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.
 
JetSOUTHEAST
Topic Author
Posts: 178
Joined: Tue Oct 10, 2000 5:44 am

RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 10:50 am

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.
 
JetSOUTHEAST
Topic Author
Posts: 178
Joined: Tue Oct 10, 2000 5:44 am

RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 10:51 am

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.
 
A330323X
Posts: 2666
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 11:01 am

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.
 
Tornado82
Posts: 4662
Joined: Thu May 26, 2005 10:19 am

RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 11:58 am

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.
 
supa7E7
Posts: 1360
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 12:22 pm

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.
"Who's to say spaceships aren't fine art?" - Phil Lesh
 
ANCFlyer
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 12:41 pm

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.
FOR THOSE THAT FOUGHT FOR IT, FREEDOM HAS A FLAVOR THE PROTECTED WILL NEVER KNOW OR UNDERSTAND
 
SHUPirate1
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RE: What Is Wrong With USAirways Res?

Wed Aug 03, 2005 1:41 pm

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!
 
Tornado82
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RE: What Is Wrong With USAirways Res?

Thu Aug 04, 2005 6:04 am

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??
 
trekster
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RE: What Is Wrong With USAirways Res?

Thu Aug 04, 2005 6:25 am

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 to help, dont shout for gods sake

Yes i know some situations warrent shouting, but your not going to get anywhere shouting at us. We have no knowledge of a problem till it comes to us in the form of a shouting passenger  Sad
Where does the time go???
 
SegmentKing
Posts: 3224
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RE: What Is Wrong With USAirways Res?

Thu Aug 04, 2005 6:57 am

JetSoutheast...

800 325 9999

is the non-rev number that gets you thru to a human at Winston Res.... NEVER india.
~ ~ ~ ~ pRoFeSsIoNaL hUrRiCaNe DoDgEr ~ ~ ~ ~
 
carmenlu15
Posts: 4517
Joined: Sat Dec 25, 2004 1:24 am

RE: What Is Wrong With USAirways Res?

Thu Aug 04, 2005 7:09 am

Quoting Trekster (Reply 25):
Pls be nice to use Call centre agents. We have feelings.

 thumbsup  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 better than you just because you are not employed directly by the airline (when, sometimes, it's quite the opposite).

< /rant>
Don't expect to see me around that much (if at all) -- the contact link should still work, though.
 
Tornado82
Posts: 4662
Joined: Thu May 26, 2005 10:19 am

RE: What Is Wrong With USAirways Res?

Thu Aug 04, 2005 9:06 am

Quoting Trekster (Reply 25):


Hate it when im trying my best to help a passenger, and they SCREAM down the phone. Im trying to help, dont shout for gods sake

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 related positions throughout high school and college in positions such as a valet, and a ride op at an amusement park, I know how people can be assholes and you don't make enough to deal with it... I've been in your shoes... and depending what country you're in as a call center employee you REALLY don't make enough to deal with some asshole.
 
jetdeltamsy
Posts: 2688
Joined: Tue Nov 14, 2000 11:51 am

RE: What Is Wrong With USAirways Res?

Thu Aug 04, 2005 9:17 am

Quoting JetSOUTHEAST (Thread starter):
After arguing with 4 more people like him last night, I got in touch with Colgan who changed my reservations without a problem.

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 about.
Tired of airline bankruptcies....EA/PA/TW and finally DL.
 
goodmanr
Posts: 289
Joined: Tue Apr 12, 2005 3:49 am

RE: What Is Wrong With USAirways Res?

Thu Aug 04, 2005 10:49 pm

Quoting Jetdeltamsy (Reply 29):
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 about.

At US that takes a few hours of holding.
USAirways - Chairmans Gold
 
flyboyaz
Posts: 2077
Joined: Sat Sep 13, 2003 11:32 am

RE: What Is Wrong With USAirways Res?

Fri Aug 05, 2005 1:26 am

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 call centers after the merger in Tempe and Reno..hehe.
Catch a ride on a smile!
 
VC10BOAC
Posts: 387
Joined: Wed Feb 04, 2004 2:11 am

RE: What Is Wrong With USAirways Res?

Fri Aug 05, 2005 1:48 am

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 was full. Now the employee who got me the pass (I should have listened to him) told me it was good for six months and if I did not make the flight on a certain date, I could just show up for the same flight on any other date before it expired (I had a paper ticket) and I would get on if space was available.

A week later I decided to try again and called US Airways to find out how full the flight was. The agent told me that I would have to make a reservation for the date I want to fly (even though it was standby, and she would need the employee's ID number to process the change.

So I hung up, called my cousin who got me the pass, for his ID number then called back.

The next agent said that the ID number was not necessary since it was already in the system, and she could make the change but I would have to pick up a new paper ticket before 4.00 pm that day at LaGuardia (The flight I was trying to get on was two days later).

So I leave work and rush to LaGuardia, only to be told that it was not necessary to pick up a new ticket or even call in to change the date. All I had to do was to show up on the morning of my flight with the original paper ticket and I would get on if space was available (just like my cousin told me in the first place.) I was so mad at them for wasting my time on the phone and then rushing to LaGuardia to make it there before 4.

BTW the second agent's English was not the greatest, I don't know where she was located.
 
gipper913
Posts: 172
Joined: Thu Jul 28, 2005 8:22 am

RE: What Is Wrong With USAirways Res?

Fri Aug 05, 2005 5:29 am

Quoting Tornado82 (Reply 20):
Leave PHL to Walmart Air, because that's about all who's worthy of that cesspool of an airport.

Amen to that!
The size of the federal budget is not an appropriate barometer of social conscience or charitable concern. --R. Reagan

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