|Quoting LH121GLA (Reply 4):|
Doesn't the carrier in question record their calls for quality/training purposes
Almost all of them say that inbound
be recorded for quality assurance or training purposes.
I don't know of many call centers (save for Public Safety Answering Points -- aka 911 centers -- and not even all of those) that record every call, let alone every outbound call -- and those who do probably have retention times measured in weeks unless a call is "flagged" by the agent or supervisor.
Since you weren't getting anywhere with the agent you were speaking with there's always the "[Sir/Ma'am], I appreciate your assistance, but may I speak with [your/a] supervisor?" line-- or, and I didn't notice in your original post, if you were calling reservations, you could call the airline's customer service line (for example, in CO's case reservations is 1-800-52?-FARE, but customer care is 1-800-WE-CARE-2)
You know that you can always record the calls yourself... Especially if you're in a single-party consent state (and if you're in a two-party consent state as long as you tell them). Any time I have to call customer service, I've started doing that [If they don't play the "For quality assurance..." message, I have one of my own that I can trigger
|Quoting N801NW (Reply 9):|
Oh well, I'm pretty sure I know their CEO's e-mail address but I would hope that is the nuclear option
If you're really dissatisfied about it, a better bet (unless you're sure that the email address is actually read by the CEO instead of the "CEO's office") is to write a -real- letter, one page or less, typed, and mailed to the CEO. Any company (not just airlines) tends to take letters more seriously [some say because they require more effort], and even more seriously those addressed to the CEO.
[Edited 2006-01-26 02:16:20]
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