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Thumbs Down To Delta And AA

Posted: Mon Jul 10, 2000 8:14 pm
by Guest
Both DELTA and AA just lost a customer.

After waiting on the phone for over ten minutes (more with Delta) I gave up trying to give either airline my business for when I fly to London in the fall.

Even though I waited and waited to speak to the international flight handlers on the phone I was dismayed to find that the people who answered didnt know ANYTHING at all about the aircraft that was flying on those routes. I spoke with three Delta Reps and two AA reps and NONE OF THEM could or would tell me anything about the 777's or the service onboard.

Here word for word is part of my conversation with some jerk who works for Delta.

ME: I would like to know if you could tell me about the entertainment options onboard the 777.

DELTA: So what is your question?

ME: I would like to know if you could tell me what to expect as far as movies or movie choices?

DELTA: So what is your question?!

ME: What are the choices onboard your 777's flying to LHR as far as how many channels each class has?

DELTA:So what is your question?!

ME: That IS my question!

DELTA: I'm sure you get a movie onboard sir.

ME: I would hope so since its a long flight. Infact I think on the 777's since they have personal tv's there might be several choices and I am wondering if you can confirm that.

DELTA: If you fly first class perhaps, but the coach classes dont have tvs. Everyone watches a movie on the screen.

ME: But I have seen on Airliners.net pictures of the Delta 777s and even in coach class they have tvs.

DELTA: I'm sorry, what is the reasoning behind your call?

ME Forget it!!!!!!!!!!!!!!!!!



I have made up my mind and have bought my ticket on VIRGIN ATLANTIC





Finishing My Story

Posted: Mon Jul 10, 2000 8:24 pm
by Guest
Both airlines are TERRIBLE when trying to call them at night.

Delta has a 15 minute waiting period before picking up and I got several busy signals when trying to call!


One lady from AA who SUPPOSEDLY was an international flight specialist told me I would have to PURCHASE my ticket before she could tell me anything about it!!!

On glance at the Virgin Atlantic website tells me ALL I need to know about the entertainment on my flight and believe me it is FAR more generous than the single movie I have never heard of that Delta is offering!!!!

RE: Thumbs Down To Delta And AA

Posted: Mon Jul 10, 2000 9:21 pm
That's hilarious!
 

RE: Thumbs Down To Delta And AA

Posted: Mon Jul 10, 2000 11:04 pm
by Guest
Turnover in the airline industry labor sector is high, so you will find this kind of service regularly with pretty much any airline. Hold times on the phone are also the norm, especially now during the summer when load factors are whopping over 80%. Inflight service and sometimes even airport services are generally a much better indication of an airline. Most phone reps don't even take advantage of the flight benefits, and hence don't have a clue about whats on the plane. I am sure that on your 777 flight on DL or AA you will have your own TV with several movie options as well as a few little video games. I have not flown AA before, but fly DL often enough to say they are a good airline, and you may want to trying booking on the web site (you even get bonuses) or if you have particular questions, a travel agent might be able to do better for you. Good luck...

Get This One

Posted: Tue Jul 11, 2000 1:17 am
by Skyteam
I called United Airlines to check prices from MCO-DEN, and heres a portion of the conversation:

ME: Can you please tell me what type of aircraft thats on?

UNTIED: That is an Airbus 320

ME: Can you please give me some information on the Airbus 320?

UNTIED: The Airbus 320 is a 2 Engine Jet, Almost as big as a 747. The Airbus 320 has an upper deck, Flight Lounge, and In-Flight Entertainment.

ME: Ummm. Im sorry to say this, But the Airbus 320 holds maybee around 140, It does not have an upper deck, or a lounge. Its more like a 737

UNTIED: CLICK (Hung Up)

Pretty screwed up isnt it? Some of these Sales Agents need to be fired!!!

Naimas

Posted: Tue Jul 11, 2000 1:24 am
by DeltaAir
Maybe it would help if you gave them LGW instead of LHR.

Reminds Me Of A Story ....

Posted: Tue Jul 11, 2000 1:37 am
by CV880

.....similar to yours, but involving Midway Airlines, the first incarnation when they were really based at Midway. At this time, they flew both DC-9-30s and ex TW series 10 'Baby Nines' and I really wanted to fly on the latter. I was talking to a res agent and trying to select a flight. This was at a time before smoking was banned on US flights, and the brief conversation went like this:

ME: " I'm wondering if you could tell me if this is a larger DC-9-30 or the smaller -10 model?"

Agent : "SIR! (said with very lecturing tone). You can choose smoking or non-smoking, but not the type of aircraft!"

ME: click

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 1:38 am
by goingboeing
Did it ever occur to anyone that about the only aircraft information that the res agents need to know is whether or not its a prop or a jet? Some people will avoid prop aircraft. They don't need to know the maximum takeoff weight, cruise speed, or any other technical data.

SKYTEAM: reread your conversation...I'd have hung up, too...Why would you ask someone to describe an aircraft to you, then have you turn around and tell them A)the passenger capacity, and B) the size of the aircraft...obviously you already knew about the aircraft and were just calling to waste a little time.

NAIMAS: Sorry, but would you have demanded a refund if they said the movie was Dumb and Dumber and it ended up being Pretty Woman? The reservations agents don't make up the entertainment schedules for the airline, and those that are listed in the inflight guide are subject to change.

You guys need to remember that res agents are often times monitored per call. Their performance is often based on how many minutes they spend on the phone versus how many tickets they sell. Tying them up asking aircraft trivia questions makes it look like they were goofing off half the night.

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 1:59 am
by 1011 FAN
I have to agree that alot of agents are informed only about how to make a reservation. period. Dont ask anything else, if you dont want to be frustrated. I find that you can ask 3 different agents the same question and get 3 totally different answers.

Goingboeing

Posted: Tue Jul 11, 2000 2:03 am
by drerx7
There is no excuse for rudeness. If I am planning on spending my money and I have questions that I believe are legitimate, then I expect some kind of answers -- even a simple I'm not sure sir would be acceptable. use to run in to this problem many of times before. I got tired of knowing more about the routing than the agents so I went electronic. Now I research the flights prior to making the call. Therefore I already have my answers before hand. Unfortunatley the res agents aren't trained to be well versed in aircraft stats. Occasionaly you will come across some that are truly helpfull. Once I had a Southwest agent find out for me the type of 737 that was supposed to be on the routing.

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 2:17 am
by goingboeing
But why SHOULD a res agent be versed in aircraft stats? The pilots should. The mechanics should. Compare their pay to that of a reservations agent.

Tell y'all what...Take a job as a reservations agent at an airline...they'll start you at about $8.00 an hour. Now, before putting your headset on, read thru the 737 hydraulics system manual and commit it to memory because somebody might just ask you about the redundancy available in the system.

The information you are requesting is basically useless. Example? I was schedule on a Delta flight from ATL-DFW. The aircraft was a 767. The plane had a mechanical, so a 757 was substituted. Didn't do one bit of good to know if the plane had a movie, or if it was a 767 ER or a 767 100, things changed. If the agent says the flights on a DC9, then the flight is most likely going to be on a DC9. The res agent could care less if its a DC9-10 or a DC9-30.

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 2:23 am
by Guest
I agree with goingboeing, completely!

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 2:24 am
by drerx7
You know, If everyone thought exactly like you then you would be right. But since people think different ways-you are wrong. Substitutions happen, but you still want to know what type of aircraft you will be flying on-its not useless either. I only ask the basics if I must -- because those $8.00 an hour agents shouldn't know all the details. I can get on thetrip.com and find out everything I need to know. There is still no excuse for ignorance. The agent shouldn't know the MGTOW of a 737, but they should at least know that 73G is a 737-700 or at the very least a 737 variant.
Come on man get real-we aren't asking for specs just the type of aircraft. Hell, if I am paying my money I can ask any question I want.

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 2:28 am
by Samurai 777
Goingboeing and 1011 FAN are perfectly correct when it comes to the reservation agents' knowledge of aircraft type used in the airline they're working for. Reservation agents are trained mainly how to make reservations for passengers, not the details of the aircraft used. Some of them don't even know anymore about aircraft than the Average Joe does! Besides asking the agent totally unrelated questions is not only having them ask for trouble from their supervisors(as Goingboeing said, their calls are monitored), it's also wasting their time and other passengers' time, as you are contributing to the longer waiting time to get a hold of the agents over the phone.

Earlier this year, I was making a reservation for a return ticket for an AirBC flight from YEG to YVR, and I got around to making a short conversation about the AC/CP(Air Canada/Canadian) merger and and asked how it would affect my flight plans. She said not to worry about it, but it's a good idea to check every once in a while. Great, she knew about the AC/CP merger situation, but when I asked her what type of plane used (just the type, not the details for the reasons I stated above) - she said she wasn't sure, but she could see a "142" for the equipment code on the screen. I told her that was a BAe 146 that I'd be flying on and explained to her briefly that these are "the four-engined jets that AirBC flies". And she said "Oh, really? Looks like you know more than I do!" The coversation lasted about 10-15 minutes, but at no time was the agent rude or ticked off. She was pretty good, in fact. The only real problem was the long hold time, about 15 minutes, as the AC/CP merger was already causing a bit of havoc. I dialed in Canadian Airlines' number, but was shifted to an Air Canada agent instead and that was the one I talked at length with.

This goes to show you that agents don't necessarily know about the aircraft used any more than the average person does, even if they are working for an airline.

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 2:29 am
by Guest
Why would you ever want to call a res agent to begin with? The internet so much easier and offers a lot more info. Are you guys trying to impress these agents with your vast knowledge of aircraft or what. If they don't show a movie on the flight are you going to change airlines? I don't think so, you're going to go with the cheapest ticket.

Exactly

Posted: Tue Jul 11, 2000 2:35 am
by drerx7
I just bypass the whole deal and look up my flight info on the internet. That way you can avoid all of the confusion.

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 2:46 am
by Guest
It could be worse. I was going to book DL first class 2 years ago, and had the following conversation:

ME: Do you know what type of aircraft it is?

Agent: Look, kid. They are all basically the same aircraft.

ME: Listen, I am booking a trans-atlantic flight to London in first class for my family after we have flown you trans-con on full fare for the last several years and accumulated the FFs to fly FC. Can't you at least tell me what type of aircraft it is?

Agent: Fine, it's a uh, I dunno... Fokker.

ME: (Click)

We have never willingly flown Delta since.

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 2:50 am
by goingboeing
<< You know, If everyone thought exactly like you then you would be right. But since people think different ways-you are wrong >>

Drerx7 - therein lies the problem. You're young, and you've grown up in a time where everything is changed to accomodate the minority. MOST people calling to book a flight want to know the times and prices. Period. But since a VERY FEW want to know the aircraft type (737 isn't good enough...is it a 200,300,400,500,700,800,or 900), the rules should be changed... so MOST of those people are wrong. Sure there were some (myself included) who might want to know the aircraft type. Back before the internet, the airlines published lots of flight schedules, and in the back, you could find the aircraft type schedule for a particular flight. Even then, they didn't say what model of 737 was being flown, just that is was a 737 and might be a 200, 300, etc.

Planes are pretty cool, and there are a lot of aircraft enthusiasts. Unfortunatly, we are in the minority, and WE should be more accomodating than the reservations agent.

BTW, thetrip.com isn't always right - they showed a Southwest flight using a 737-200 when in fact, it was a 737-700.

Goingboeing

Posted: Tue Jul 11, 2000 2:56 am
by drerx7
I'm not trying to start an argument or keep one up -- I agree wholehartedly. I stopped trying to figure out what type of 737 I'll be flying on Southwest about 10 years ago. Because in WNs case it doesn't matter, especially with no seat assignments. Also, Southwest changes planes routinely which is no big deal. The highlights of flying Southwest 737s were Shamu I from SAT -- HOU and a 737-700 from MSY to HOU. Aircraft type plays a role in my selection when there are assigned seats.

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 3:00 am
by tupolev154b2
At Travel Yahoo! they list "Airbus Jet 200" in the flight schedule for an A340, and when you go to look at the seat map it says "343" on the side but shows the diagram of an A310.

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 3:02 am
by goingboeing
Check out what thetrip.com lists as an F100 - a single engine jet from North American Rockwell!

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 4:25 am
by AerLingus
If you used a travel agent, he/she would be able to tell you what kind of plane it is.
When I asked once, the travel agent got the type of aircraft and even gave a general description that was pretty much on the nose.
Plus, if you know what kind of plane it is, WHY ASK?
These people handle hundreds upon hundreds of calls daily. They don't need people on the line that already know the answers to the questions they are asking!
Look, the agent you described was pretty crappy, but people that make minimum wage don't need to know the performance specs of a COMMERCIAL JET!
It'd be like asking some kid at McDonalds if he could identify what kind of cow the darned meat came from!
Also, if I may add: If you have an understanding of aircraft range and performance, and you know what kind of aircraft the airline flies, you should pretty much be able to get some kind of general idea as to what type of plane it is.

-AerLingus

RE: Thumbs Down To Delta And AA

Posted: Tue Jul 11, 2000 4:25 am
by AerLingus
If you used a travel agent, he/she would be able to tell you what kind of plane it is.
When I asked once, the travel agent got the type of aircraft and even gave a general description that was pretty much on the nose.
Plus, if you know what kind of plane it is, WHY ASK?
These people handle hundreds upon hundreds of calls daily. They don't need people on the line that already know the answers to the questions they are asking!
Look, the agent you described was pretty crappy, but people that make minimum wage don't need to know the performance specs of a COMMERCIAL JET!
It'd be like asking some kid at McDonalds if he could identify what kind of cow the darned meat came from!
Also, if I may add: If you have an understanding of aircraft range and performance, and you know what kind of fleet the airline flies, you should pretty much be able to get some kind of general idea as to what type of plane it is.

-AerLingus