Customer Relations to close on weekends

[PhxMama]

HP Customer Relations was always closed on weekends. It was after the merger, about a year ago that the powers that be decided to open on weekends to see how it worked. Looks like they decided there was no reason to be open.

The purpose of Customer Relations is to give cutomers a chance to provide feedback on already completed travel. It's not a place to call with current travel issues. Those calls are directed to CSD which is open 24/7. The problem is, Customer Relations is getting tons of stuff that don't belong there and that is why response times are slow right now. The phones are ringing off the hook with passengers with current travel issues that are slowing down the work they are supposed to be doing.

I know some major carriers do not even have phone contact for their Customer Relations Department. Written correspondence only. I think that would be a good idea, it would be less confusing to passengers and would allow us to keep up with response to customers.

Your experienced rez agents can tell you that when customer dont get what they want from CSD, they want HQ fon and they end up with customer relations. They dont get what they want in the way of waivers or due to family emergencies want US to give them a cheap fare(when we dont have one they want to complain) or waive additonal fare and chagne fees. They get angry and want to complain and want customer relations fon and are advised to call when travel has been completed. They just dont wait. If customer relations has that many calls pertaining to current travel, just a thought, many they should be trained to handle them or move CSD agents over to handle these calls. Again, just a thought. And by the way we dont get the good letters, occasionally we might but many of us have won A and B awards and dont know who sent in the A and B or why we were entered. Its kinda sad. Somedays we could use the extra morale boost. Mama