It's just the latest minor issue that they try chisel on. I hear lots of cheers for the QIK interface as it handles a majority of the customer contact issues.
You don't know what you are talking about.
Well, I do know what I am talking about and it doesnt work for our needs as currently set up. Its too unpredictable and part of the problems many East agents have is whether its working today or not. You can do the same entry two or three times before something decides to work right. Many of the agents are starting to question themselves (when they are doing the right entry) because the system isnt reliable. Busy, busy, busy, timeout ring a bell? I'm sure its just me, but I still see that way too often and its holding up the line. Why does it work ok for one entry and then it just stops working? I started on Sat, did one customer transaction and the computer just stopped. Had to sign in to another computer and reboot the other one when things slowed down. Is this considered normal in your world? Do you have to reboot your work computer many times during a day because it just decides to stop doing what you need it to do to get your job done?
The PHX and LAS agents work it because that is what they were taught on and all they know. The US East agents were "taught" to use it in a 2 day class. Many agents used the QIK interface, but over Sabre. Sabre responses are nothing like Shares. So the 2 day class was basically to teach everything that was different between the two. Doesnt work out to spending much time on any one subject. Also many of the East agents were used to doing more than just checking in people without having to call someone (no)help desk to get things done.
Also, there are currently about 150 known and logged problems that they are currently working on. It might handle a "majority" of the customer contact issues, but try working the ticketing line one day and you'll see just how user friendly it really is when you are limited in what you can access and actually get it to work.
If all you are doing is checking in or selling a basic ticket, the QIK interface is wonderful. If you have anything more complicated than that, good luck.
Can you tell me why I couldnt get an 001 plated ticket to reissue? This should be a simple CTRL F8 entry that I can
do in about 2 minutes. It was orig set up TPA-YVR on a direct flight, now needing a reissue for a two coupon ticket. Easy right? Spent about 15 mins trying to reissue, print the ticket, etc. nothing worked, just went thru the entries and then popped up the same etkt and info as before. Finally called the (no)help desk to see what they could do for me. He was even more clueless than I was. Telling me to adjust (which you cant do with an offline plated ticket). Finally as the $1500 FC customer stood there patiently waiting and was about to miss their flight, I told the (no)help desk nevermind I'd take care of it. Pulled out a fim and went to AA to get them to print the ticket for me. Total time spent trying to take care of our FC customer about 30 mins (at the kiosk line). Great customer service again. But what do I know? I'm just a whiner dealing with "minor" issues all day long. Some people REALLY need to come out and work in the real world. If you've been fed the "everything is fine, it's just the East agents are dumb" line, someone's been pulling one on you.
And while we're at it again tonight, when are they going to get our kiosks to work right? Still cant get the large international groups to work (only about half of our afternoon PHL flights customers) and the moveup still isnt working after a month. I'll praise the system and the kiosks WHEN they work as well as we're being told they work.
This is an offer for anyone wanting to come work with me for a couple of days to see what us "whiners" are complaining about first hand. If you dont take me up on the offer, then I dont want to hear another word from anyone about us frontliners complaining. Just keep thinking happy thoughts and everything will be fine.
:down:
