Cp Desk

[US1YFARE]

At least 50% of the time they are not saying your name when they answer--so you don't even know if you've reached the CP desk

Then, I have been placed on hold for significant time periods for simple flight changes--last week a simple flight change (not kidding) took 40 minutes! That is not an exaggeration.

Then, twice, two different agents booked me on flights for the wrong date.

I have also had trouble with fare codes--the famous, sir, we NEVER offered that fare code in this market--well, that's interesting...you've booked me in it the last 8 times I flew that route!

Don't tell me this is a hint of things to come.

 

[reznc]

Alot of the CHP reps took the Early Out, and there is a phenomenal amoutn of new reps in CHP. These reps come from different departments that never reissued etc. Please give them an opportunity, everyone is has had to learn a facet of their job. CHP now have to do International, and alot of them have no idea in that area.

 

[rjh]

I haven't experienced that yet. So I can't comment. My suspicion is that some of the HP folks being trained to take the calls

[post="307675"][/post]​

I think HP & US are still running completely separate res centers. If someone calls HP and wants to be booked on a US flight, the HP agent is supposed to directly connect to US.

 

[US1YFARE]

Alot of the CHP reps took the Early Out, and there is a phenomenal amoutn of new reps in CHP. These reps come from different departments that never reissued etc. Please give them an opportunity, everyone is has had to learn a facet of their job. CHP now have to do International, and alot of them have no idea in that area.

[post="307676"][/post]​

I'm trying. It just has been really frustrating the past few weeks doing my bookings. When I was on the phone for 40 minutes to change my domestic flight, that was a real hassle. And, then, I finally just said, book me in First and I will worry about reimbursement later, she said, oh, wow, that's odd, you I booke dyou in first and you are getting a refund of $19--40 mintues later! And then when I asked her for a certain seat, she said, geez, you are picky. My ticket was over $800 for a domestic flight. I didn't even respond.

And, it really bothers me when people say, we NEVER did this or we NEVER did that instead of just, I can't find that fare code or something like that. That is not how the CP desk operated before. They have always been very polite and always say your name when they answer--that is the first clue that the agent is not going to be as helpful as others have been in the past.

The CP desk is one of the reasons US1's stay with US.

 

[MarkMyWords]

It is disheartening to hear that were are already experiencing some pains in the growth (shrinking) and transfer of jobs. I sincerely hope that these temporary set backs will not taint your feel for the combined company.

 

[reznc]

They are supposed to acknowledge you as soon as you come on the line. I apologise on their behalf, as it is not policy to do otherwise, nor be ignorant of fares.

 

[US1YFARE]

Is anyone else having problems with the CP desk. 4 out of 5 times they don't say your name when you call and they are screwing up bookings. Today, I asked for a refund on a refundable ticket, was told it was processed and canceled and I didn't believe her. So, I called back tonight and they told me that the reservation was never canceled and no refund had been issued. If you can't rely on the CP desk, who can you rely on?

Meanwhile, I have made some bookings on HP and I call their "dirt" line. I have to say that those people are so friendly and go out of their way to help. And, they pick up the phone almost immediately and I have had waits of 3 or more minutes on the CP desk--now, for some, that may not seem bad but we rarely had waits at all in the past and HP's "dirt" line is picking up right away. I even asked a question that the agent couldn't answer and she said, hold on, let's find out that answer and let me ask a manager. WOW!

Also, flew HP or US/West for the first time today and EVERYONE smiles and thanks you.

 

[noname]

I just got off the line with a lovely lady named Sue and frankly it was business as usual. Polite, Professional and Friendly.

Now in fairness I don't ask them for a whole lost of complex stuff either. The CP Desk is the PRIMARY reason for my loyalty. Trust me if I was having problems they'd know.

[post="308873"][/post]​

Hey Piney, All the CP's need to let management know if there is a problem on the CP desk.. I had many friends that were on the CP desk that took the early out. Their biggest regret was that they would be leaving you guys...PM if you want the CP desk's managers email if you don't already have it.

 

[MDMUS1]

I have noticed that I am on hold more often and for longer periods when first calling, usually only 1-3 minutes. I have also noticed less consistency in being greeted by name, so I will then ask if they have my number and in most cases they will say yes. In the past when the call rolled to the Gold lines my number would not be available to them so I'm assuming that it still went straight to the CP Desk.

I think that I have been fortunate in continueing to get more senior CP desk staff. For the most part my interactions have been courteous and efficient. I have, however, had a few experiences during recent flight operations disruptions where it was clear the the person was not familiar with routine procedures. Twice I was put on hold for so long that I had to hang up as I either had to board or the aircraft door was about to close. Since in each case I had let the person know that I might have to hang up, I was surprised at the long delays on hold without any feedback.

I think that it would be a nice touch for the recorded muzak/marketing info for the CP lines to be tailered to CP members. It would tell us that we were in the right phone queue and could serve as a nice opportunity to reinforce customer loyalty in different ways.

 

[drifterreno]

I'm trying. It just has been really frustrating the past few weeks doing my bookings. When I was on the phone for 40 minutes to change my domestic flight, that was a real hassle. And, then, I finally just said, book me in First and I will worry about reimbursement later, she said, oh, wow, that's odd, you I booke dyou in first and you are getting a refund of $19--40 mintues later! And then when I asked her for a certain seat, she said, geez, you are picky. My ticket was over $800 for a domestic flight. I didn't even respond.

And, it really bothers me when people say, we NEVER did this or we NEVER did that instead of just, I can't find that fare code or something like that. That is not how the CP desk operated before. They have always been very polite and always say your name when they answer--that is the first clue that the agent is not going to be as helpful as others have been in the past.

The CP desk is one of the reasons US1's stay with US.

[post="307694"][/post]​

As for it taking long to make a change. Please Please be patient. Key strokes have changed. Some have been deleated and if you get an HP person we're struggling to get the auto upgrade button to work. Sounds to me though that you didn't call the right number. Sounds more like a Milan number acting that way. If you have a problem ask for a supervisor. HP can book some U flights but not all and some are put in as NN instead of SS--need as oposed to sell--Yesterday we were having to upgrade CP's manually--it's a pain in the neck.
Things will be back to smooth operating as soon as all USA res centers can see all of the flights. Have a good day and thanks for flying USAirways