Codeshare Info

[tadjr]

Not sure exactly which rez dept the agents were located in, but someone was nice enough to tell people that were misconnecting on our 650pm flight to Charlotte that they could be protected on the United flight at 650pm and make their connection. HELLO!!!!!!!!!!!!!!!!!! What planet are they on? Its a UA* flight meaning ITS OUR DAM* PLANE THATS RUNNING LATE. :down:
I had 3 people tonight tell me the same thing. You just have to wonder sometimes...... :blink: :blink:

 

[Hula Girl]

I have another good one. A couple of weeks ago, I called res and spoke to an outsourced someone who- well, lets just say that she appeared not to understand the industry she worked for very well. I wanted to change my seat and she did not understand what I was asking. I asked her if it was an Airbus and there was dead silence. Then a heavy sigh and a very haughty voice that said, No it is an airplane.

 

[noname]

I have another good one. A couple of weeks ago, I called res and spoke to an outsourced someone who- well, lets just say that she appeared not to understand the industry she worked for very well. I wanted to change my seat and she did not understand what I was asking. I asked her if it was an Airbus and there was dead silence. Then a heavy sigh and a very haughty voice that said, No it is an airplane.

Ok.. you made me laugh..and that is a real good thing!
I see outsourcing hasn't improved in the 18 months since I left.

 

[Harry Callahan]

Since no one has answered I'll take a stab & please correct me if I'm wrong but I think 4 weeks.

 

[PI Blue]

That's the long class when they are not short staffed Coach. 😛

 

[tadjr]

Quick Question

How long does new hire training take at US Airways? And is there follow-up training? If so how long after "Basic" training?

Training is the key to eliminating these types of things and I'm wondering what type of training is being done because even on the CP desk there is clearly a learning curve that shows from time to time.

Training in my station is basically on the job. The latest group of new hires had 2 weeks QIK training in CLT (and then were expected to learn Sabre on the job) and another week in station. Other than that, have you not seen the posts regarding lack of training at US? They only want the agents to have basic knowledge and anything more complicated gets a phone call to the help desk to get taken care of. It appears they dont want to take the time/effort/cost involved in actually training people how to do more than basic checkin/ticketing since they probably arent going to be here long term anyway. For those who WANT to learn more, its like pulling teeth to find someone who actually knows what they are doing in the system and are willing to tell you. (The help desk doesnt use QIK for most functions, they have the ability to use native Shares which means they can do more since they havent been hamstrung with only certain entries being available). This is part of the issue for me. With Sabre, I can do quite a bit because I've taken the time to learn how to do more. With Qik/Shares, I've asked and am usually given the "we cant do that" or "we dont know how to tell you, we're in native". So why should I bother other than I hate to look stupid and wait on hold for a simple entry that I ought to be able to do myself.

 

[gizmo_sc]

RESERVATIONS training is about 16 weeks, most new applicants know nothing about the airline business, first they have to LEARN city codes, you are tested on 200 and that is DAY TWO of training. 200 city codes is alot to learn. After that 3 weeks of basics, lots of OTJ, back to the class room for dividend miles training, reissue, flight reprotection, and international. Really alot of intense learning for that quick 3-5 min phone call.

EXCOP

 

[john john]

its like pulling teeth to find someone who actually knows what they are doing in the system and are willing to tell you. (The help desk doesnt use QIK for most functions, they have the ability to use native Shares which means they can do more since they havent been hamstrung with only certain entries being available). This is part of the issue for me. With Sabre, I can do quite a bit because I've taken the time to learn how to do more. With Qik/Shares, I've asked and am usually given the "we cant do that" or "we dont know how to tell you, we're in native". So why should I bother other than I hate to look stupid and wait on hold for a simple entry that I ought to be able to do myself.

tadjr you hit the nail on the head your point is echo to ever frontline passengers service agent.

 

[Aryeh]

I've never understood why "training" for station agents is so poor, if at all, while training for reservations' agents tends to be so comprehensive. I understand the reasons the company wouldt provide to my query but the reality is that station agents are confronted by the same issues as those who are on the phone. I've been in both places and know this to be true. Yes, each entails some duties the other does not. However they have much in common as well. The stronger airport agents tend to be those who've worked in res. They are also the ones to whom problems are shifted because others don't know what to do!