I work in res in INT and the long wait is certainly not an anomaly. Let me give you an example of how it goes when you call reservations. There is a prompt for someone holding a reservation and would like to confirm, and of course those calls are top priority. Then there is a prompt for DM calls,(guess what priority they have), and there are service calls, flifo, seat assignments, etc. and then there is a prompt for reissues. There are agents who are trained for all of the above, but if the call comes in the wrong prompt, we have to transfer to the correct prompt, even though we are trained to do the work. Then there are other agents who are not reissue trained and may not ever be who only take service calls or sales calls. For some reason, the time cannot be found to train these agents to do all of the above. My calls on hold light stays on from 9am to 530pm with over 160 to 200 calls on hold all day. Granted since I am trained for all, that may be why I have so many calls on hold constantly and those with sales and service calls may not have many on hold.
What kind of service is this? If I can handle all of the above why do I have to make the psgr wait even longer to give us their business. It makes no sense. As one psgr told me today, "So I have to give you my credit card to be able to talk to a person?" That psgr may already have a reservation, but since we already have their money, they are no longer important. This is a big morale buster for many of us who take the brunt of this stupid system, all day, every day. Well, we are only doing what we are told we have to do, and we have no input as to how it could be better. I'll say it again, if I am trained to do all of the calls, why do I have to transfer and cause ill will?
I'm sure the ones who make these stupid rules have no clue, as to what kind of ill will it is causing, or else they could care less. We'll, we (res agents) do care, but we have to "do our job" the way we are told, or suffer the consequences when we are monitored.
Well, thanks for letting me rant, and thanks ATO for the job you do when our internet psgrs or call psgrs have to come to the airport to get it done. I know sometimes you wish you could transfer them.
I also want to thank our loyal psgrs and cockroaches for hanging in there with us because you know that we, the frontline, do care!