Have Futre Bkings Dropped W/res Offices Outsourced

[wiley]

"I have to fix it or have the help desk (that by the way is still in pittsburgh )"

Sabre help desk?..res training (4 people) that were given positions out at RIDC? ATO's have a little bit more help than the customer, but not much.
But CSD is gone. INT is the escalation desk if MNL, MEX or SAL do not service the customer's needs after 7, 8, 9, 10 attempts.

 

[Res]

The pax biggest complaints are misinformation, also being placed on hold or mute with noone responding to the pax questions, or the agent never coming back on the line, also being disconnected and transferred to the wrong department - especially if they dont know what to do with the reservation ....

The outsourced offices just do not understand what the customer wants or needs to do - I believe most pax will after 1- 2 tries, will go to OA - unless booking award miles or RTFCs- those will continue to call...The complaints are coming in loud and clear from our customers is management not listening...? Our service has gone downhill soo quickly ....I'M MORE EMBARASSED THAN EVER TO ADMIT I'M A USAIRWAYS EMPLOYEE -