A friend of a friend of a friend told me about a walk through in the INT RES Building. A Sales Manager and an architect with the Property Management company that owns the building. Anybody knows what's up? Are we moving or expanding? :blink: :huh:
Int Res Building
- Thread starter Schatzee
- Start date
The Pittsburgh Reservations facility could be closed and consolidated in Winston-Salem since the Pennsylvania facility had its lease rejected and is now month-to-month.
However, the Facilities Department has been holding discussions with the Winston-Salem landlord to restructure the building lease. Therefore, dependent upon CWA and landlord discussions, we could see the North Carolina facility closed.
It's unclear at this point how all of these discussions will end.
Regards,
USA320pilot
However, the Facilities Department has been holding discussions with the Winston-Salem landlord to restructure the building lease. Therefore, dependent upon CWA and landlord discussions, we could see the North Carolina facility closed.
It's unclear at this point how all of these discussions will end.
Regards,
USA320pilot
Yes, and when the only two res offices we have, both close, I'm sure the Alabama office will step right up.....
CynicalResAgent
Veteran
INT has the support system in place for Critical response....it is not easy to train new people and no airline wants to operate without one...INT is not immoveable but it would take time.....
plus Rates, and all the other specialty departments like TLC, Int'l CSD, Int'l groups etc....most of the reps in theses specialty departments could not be outsourced or replaced easily without loosing many customers due to the fact that for 8 dollars an hour does not buy much in the way of new employees.
plus Rates, and all the other specialty departments like TLC, Int'l CSD, Int'l groups etc....most of the reps in theses specialty departments could not be outsourced or replaced easily without loosing many customers due to the fact that for 8 dollars an hour does not buy much in the way of new employees.
INt won't be moved out of INT as the cable lines to DMSC and Rev/Acctg cost in the millions to relay and are in INT, as and Cynical said, all the specialty departments e.g Air/Sea, Groups, TLC, CHP, (which are big revenue for the company) alongwith Inventory, are specialised and have alot of senior people with alot of knowledge that wont be moving.
RumorS
Senior
\CynicalResAgent said:
I think you would be surprised how quickly an "8 dollar an hour" employee could be trained and fully competent, don't fool yourself.
delldude
Veteran
CynicalResAgent
Veteran
Look, you obviously have no clue how important Rates, inventory, TLC and especially the Family support center for critical responses is.....RumorS said:
1-the ATO's constantly use Rates to assist with reissuing tickets. Now that we are in the Star Alliance we are issuing many many more international Tickets, and paper tickets.....
2- Round the World Fares, European, Japan, Asia, South American Airpasses are all part of our marketing agreement with the Star Alliance... These are difficult to fare out and these and the many international fares that are being sold need the experience of the Rates department.
3- Chp - If they close or move this department and loose the many great reps that service our Top Tier.......well, you might as well say goodbye.
As I said before, the first time a Chp says "I need a ticket to any of the Bay Area Airports".....and he gets the reply from a rep of "would that be Bombay?" ....well you can say goodbye to our most valued flyers..
4- TLC, Air Sea, groups and the specialty departments all generate revenue and to replace these reps will be difficult.
5- This is the most critical and this is INT's ace attribute and is the one reason why I think a move or closure would be difficult to (***note I am not saying impossible, just difficult***)
The Family Support Center is in Winston Salem. The Fifth Floor is where reps will go to man this center in the event of an incident or accident involving injuries or loss of life...... Every airline needs to have one of these and it is staffed with volunteers who have received additional training in addition to their years of experience.
Now yes the company could invest the money again to move this, and yes the company could train others to do this but...
Should there be a need do you think they will want unexperienced people handling this? Do you think they would just close INT down and not have a replacement already in place? So if they close INT and PIT, would they dare let inexperienced and probably very very young off the street new hires handle that responsibility in a supposedly new res office in Alabama? That would be beyond stupid....but then again I am just listing why I think it's unlikely, not impossible....
Don't you be fooled!
Over the last two years management has done "quicky" training on numerous occassions for new hire gen res and "quicky" reissue training for existing gen res agents. Guess what? They were thrown on the phones with way less than adequate training and many do not know their butt from a hole in the ground. They cause more problems than they are worth. Don't get me wrong, it is not the agents fault, it is managements' fault. These agents don't have a clue after a year or two on the job and they don't particularly care. Every day there is much wasted time spent correcting errors and trying to explain to passengers that they were given the wrong information.
Extensive training stopped about four years ago and customer satisfaction in this dept. has gone down hill ever since. It is now at an all time low. The better the training the better the product knowledge the better the productivity and the better the customer satisfaction.
They can line up around the corner alll they want but, it doesn't mean they can do the job or will stick with the job for any amount of time. When it does come to the point where all the skilled loyal old timers are banished and the out of high school wet behind the ears teens take over, Res will be a revolving door and customer service will be nil!
Over the last two years management has done "quicky" training on numerous occassions for new hire gen res and "quicky" reissue training for existing gen res agents. Guess what? They were thrown on the phones with way less than adequate training and many do not know their butt from a hole in the ground. They cause more problems than they are worth. Don't get me wrong, it is not the agents fault, it is managements' fault. These agents don't have a clue after a year or two on the job and they don't particularly care. Every day there is much wasted time spent correcting errors and trying to explain to passengers that they were given the wrong information.
Extensive training stopped about four years ago and customer satisfaction in this dept. has gone down hill ever since. It is now at an all time low. The better the training the better the product knowledge the better the productivity and the better the customer satisfaction.
They can line up around the corner alll they want but, it doesn't mean they can do the job or will stick with the job for any amount of time. When it does come to the point where all the skilled loyal old timers are banished and the out of high school wet behind the ears teens take over, Res will be a revolving door and customer service will be nil!
Working at the ATO, I have used the rates and help desk for many ticketing problems and issues. They are by far the absolute best in knowledge about ticketing. I can not imagine doing this job without their assistance. I have been ticketing for years, but come across complex problems that I need help with, and they ALWAYS come thru. I can not imagine a new hire coming in with out the years of experience those folks have, to assist us. It would be impossible.
Perhaps the reason the rep would ask "will that be Bombay?" is because that is where the rep is located!
LOL
LOL
If they follow other airlines models, you will find they at the most outsource the domestic sales. UA reps only handle DM bookings and International, domestic is outsourced to a Canadian company, we all know that DL has all ready closed 2 Indian offices. They do need to retain experienced customer service for the knowledgeable passengers, I am not talking about the once a year flyers or the package deals to the Carribean, and as West Coast Guy said to support the ATO's.
Don't kid yourself, we all are replaceable; every facility, every employee. Look to PIT to see just how easy its done. Simulators can be moved, buildings can be closed nobody is safe anywhere.
