Have Futre Bkings Dropped W/res Offices Outsourced

[Res]

I realize alot of passengers will turn to booking online, as an alternative - unless our overseas offices are trained better to be more efficient and provided correct information ....so far, from what I've observed - there is obviously a big learning curve .....and passengers are frustrated, on a daily basis with the language/communication issues.

 

[Robc98]

Thats right..I have pax who tell me almost daily that they call our 800 number and if they get someone with a foreign accent they just hang up and call back. Their too frustrated with the amount of mistakes that have happened to them trying to book their flts. Mischarges have occurred, tickets never issued that were put on queue....its a real mess.....Ive had about 10 pax in the last month or so show up at the airport for their flt and when they try to ck in there is no reservation anymore or no tkt that was issued. Then we get tied up trying to fix the problem instead of working the flt ck in process to get the flts out on time.....

 

[tadjr]

Start keeping copies of all the rez screwups. Our manager is getting lots of them to pass on (Not that anyone higher up gives a flying ....) anyway, we always give out Consumer Affairs info and apologize. If CA doesnt hear the complaints first hand, they are going to think its being made up by us "whiners". I really dont want to have to spend extra time cleaning up Manila rez mistakes when I'm the only one at the ticketing line! I've got enough other stuff to handle than to play "lets see what we did/didnt do today".

 

[youngblood]

I worked in Pit res and sat near CSD every day, so I had the pleasure of seeing how many PNRs they were passing on. We are talking inches thick! Those are only the ones that CSD got. There were a lot of reissue reps (like myself) that grew tired of bothering CSD every other call and started fixing things ourselves. Sooooo ...... FYI for any of you ATO agents. If you start running across records that look like they should have had a waiver in them but didn't more than than likely it was a reissue rep who fixed a Manilla or Mexico mistake. Look in history and you will find the story. I know I fixed a couple of fine specimens of Manilla mistakes. Good luck with your future endeavors!

 

[WestCoastGuy]

Couple days ago a lady came to the ATO to pick up tickets she booked on the phone. One was an RTFC and the other a purchase ticket. Both were booked in "Y" class in the same PNR. Remarks said "Lady has Free Ticket" and the other remark was for "One ticket $238.00. It was booked in Manila for travel next week from SAN to MCO. The return was a code share with UA thru Denver to SNA. What a mess. Took over an hour with the help desk getting it rebooked and overbooked in "X" for one and just an authorization to "honor" the 238.00 fare due to "Agent Error" and return booked on US. Starting to see lots of PNR's with errors on them at the ATO.

 

[tadjr]

Anyone know what the rez office codes are in the record? ie XTM/UFM, etc? I cant remember what the actual codes are right now, but am curious if anyone out there from rez knows them.

 

[Res]

UFM - MANILA / UFC -MEXICO CITY

 

[hharotz]

Couple days ago a lady came to the ATO to pick up tickets she booked on the phone. One was an RTFC and the other a purchase ticket. Both were booked in "Y" class in the same PNR. Remarks said "Lady has Free Ticket" and the other remark was for "One ticket $238.00. It was booked in Manila for travel next week from SAN to MCO.

[post="286949"][/post]​

I've had the exact same thing (same comments "Man having free ticket use for flite") except the ticket was booked in F class!

 

[REACC1]

I have had the same thing booked in "Y".

 

[Severed-N-Happy]

Forget about sending hard copies to Consumers, they end up as litter box liners somewhere in High Point most likely.
Send them right to Parker's desktop!!

Here's a common doozy.."They told me I could go standby on a different day for 25 dollars"...BWAHAHAHHAAHHH!!!!!!!!!

 

[thepoohbear]

B) I got one booked in S for an RTFC booking...well they were only 6 letters away.It took a while for e to fix that.Used to be able to force the fare but it wouldn't work. Had to book pax for different days to gen tkts and then invol to get it corrected.And 99 out of 100 pax that come into have tickets ossue from rtfc's or er81 certs have the 5/10 fee in the record......duuuuhhh not supposed to charge fee if pax is using RTFC or vouchers or certs.....Maybe they should have the manila agts flip to page 100 of their script and see that. Jello i'm skippy from jueshairwaz. :huh:

 

[jimcfs]

UFM - MANILA / UFC -MEXICO CITY

[post="286967"][/post]​

Wouldn't the codes FUM and FUC be more appropriate? 😉

 

[evprincess]

I had a reservation with a party of 5 using $100 vouchers booked in X. Vouchers seem to be very difficult. That was fun trying to backdate to get the correct fare, one of those entries I cannot ever get to work.

 

[TravelGirl21]

YEP... 🙁 Everyday I have at least 4 or more people with **** ups from the new res reps.... I have to fix it or have the help desk (that by the way is still in pittsburgh )
AND THEY SPEAK ENGLISH..... fix what ever they can....I had one today even the help desk couldn't figure out how the hell this was so screwed..
And if they are going to give info out PLEASE PLEASE... make sure its correct. cuz coming to the ato .. and having to apologize because they res rep said I could do this.. (by the way it was a bulk tkt... nothing ................................
I could do for them..............
Please we need to straighten this S### out before we lose all our customers.. or is that the plan ????? :down:

:blink: :blink: :blink:

 

[hharotz]

I had a reservation with a party of 5 using $100 vouchers booked in X.  Vouchers seem to be very difficult.  That was fun trying to backdate to get the correct fare, one of those entries I cannot ever get to work.

[post="287113"][/post]​

I have never have the backdate entries work outside of the Test partition of Sabre. I have a feeling that management probably restircts its use via duty codes or something for fear of fraud... 🙄 :down:

BTW, I have not seen a waiver code used in a PNR since the pre 9/11 days. No one bothers anymore. I was called into the Stn Manager's office to explain why on earth I used a waiver code...it was for an op up Y to F to prevent oversales...I noted the file with historical and appended the WC and he instructed me in the future to just do it and don't put in the waiver code because it counts against station performance and because he has to explain why a code was used to his higher ups. :blink: ...IMO, just another example of why our CS VP's management style of "metrics" and "fear" will never work.