The main thing I hear is that customers are put on hold for a half hour at a time for the simplest questions....such as: "Is an upgrade available on this flight and may I use my mileage"? Geesh...I guess you get what you pay for...INEXPERIENCE! 🙄
Many Complaints From Customers Concerning..
- Thread starter PBI2FLL
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Severed-N-Happy
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That!..and they're already hiring off the streets for ato jobs with zero airline experience at 7 and change an hour. Already a handful at our station starting up and soon to start. The equivalent of me getting a job as lead anchor at ABC NEWS.
🙄
🙄
Prince of PAWOBs
Veteran
The problems for the customers only illustrate what happens when company leaders are either unable or unwilling to solve problems on their own, and in turn hire a consultancy firm to create a mathematical solution for a ridiculously high fee.
Someone in management should just make a few test calls - maybe then they would get the pic 5-6 times to call and try to obtain information. Ask them something other than to book point A to point B...throw in a UA destination .....might take more time than CCY has - try IAD might get booked to DFW or pick a UA city to use ur milage and you'll hear - I can't book you there on miles on UA over and over again- US not fly there - they say let me get you to reissues.....to book a milage award...
The pax biggest complaints are misinformation, disconnects, agents not coming back after asking pax to hold for long periods then transferring to the wrong department, especially if they dont know what to do with the reservation ....communication is a problem sometimes they talk over the passengers and just not listening to what is needed. They have scripted information and it's frustrating to the passengers .....most situations and can not be scripted...more training is needed although more than a few have trouble with the English language and understanding it...so it's gonna be a stressful ride and require alot of apologizing and listening to screaming/frustrated passengers .
....I'M MORE EMBARASSED THAN EVER TO ADMIT I'M A USAIRWAYS EMPLOYEE -
The pax biggest complaints are misinformation, disconnects, agents not coming back after asking pax to hold for long periods then transferring to the wrong department, especially if they dont know what to do with the reservation ....communication is a problem sometimes they talk over the passengers and just not listening to what is needed. They have scripted information and it's frustrating to the passengers .....most situations and can not be scripted...more training is needed although more than a few have trouble with the English language and understanding it...so it's gonna be a stressful ride and require alot of apologizing and listening to screaming/frustrated passengers .
....I'M MORE EMBARASSED THAN EVER TO ADMIT I'M A USAIRWAYS EMPLOYEE -
The company doesn't care how the calls are handled, just that they are handled. The focus is the numbers - numbers -numbers. I am sure their only concern is the talk time, not the quality of the call. You get what you pay for. I am sorry for the INT reps and the ATO agents who have to be the clean up crew. But don't kid yourself thinking anyone in management really cares what you or the customer thinks about the way res calls at U are being handled now. All they care about is the closed PIT res and all the cost savings supposedly gained in the process. I can't imagine how this saved money, with all the costs associated with the EO and the lost customer service but it must have been there, somewhere. I would love to know what was projected and what it really will amount to.
Well, if CA and CCY dont care, then maybe its time to just start handing out the DOTs contact number for the customer to write a complaint directly to them. Seems the only way CCY takes interest is when SOMEONE OTHER than their own employees or customers (re- govt) takes notice to make changes.
If US's numbers in complaints spike HIGH maybe Doug will take note as well.
I'm tired of dealing with the c%&* on top of everything else thats going on.
If US's numbers in complaints spike HIGH maybe Doug will take note as well.
I'm tired of dealing with the c%&* on top of everything else thats going on.
Air Travel Service Problems
How complaints are handled
The Aviation Consumer Protection Division (ACPD) operates a complaint handling system for consumers who experience air travel service problems. Consumers with concerns about airline safety should call the Federal Aviation Administration toll-free at 1-800-255-1111. Consumers with concerns about aviation security should register their comments with the Transportation Security Administration at www.tsa.gov/public/contactus.
Consumers can call, write or e-mail the ACPD to register their concerns about airline service. You may call the ACPD 24 hours each day at 202-366-2220 (TTY 202-366-0511) to record your complaint. Due to staff size limitations, we cannot return phone calls. Letters and e-mails will be reviewed and acknowledged and, when appropriate, will be forwarded to an airline official for further consideration. Our mailing address is:
Aviation Consumer Protection Division
U.S. Department of Transportation
400 7th Street, S.W.
Washington, D.C. 20590
Our e-mail address is airconsumer@dot.gov
Whether you call, write or e-mail, please be brief and concise in the description of your problem and be sure to include the following information:
your name
address
daytime phone number (including area code)
name of the airline or company about which you are complaining
flight date
flight number
origin and destination cities of your trip.
How complaints are handled
The Aviation Consumer Protection Division (ACPD) operates a complaint handling system for consumers who experience air travel service problems. Consumers with concerns about airline safety should call the Federal Aviation Administration toll-free at 1-800-255-1111. Consumers with concerns about aviation security should register their comments with the Transportation Security Administration at www.tsa.gov/public/contactus.
Consumers can call, write or e-mail the ACPD to register their concerns about airline service. You may call the ACPD 24 hours each day at 202-366-2220 (TTY 202-366-0511) to record your complaint. Due to staff size limitations, we cannot return phone calls. Letters and e-mails will be reviewed and acknowledged and, when appropriate, will be forwarded to an airline official for further consideration. Our mailing address is:
Aviation Consumer Protection Division
U.S. Department of Transportation
400 7th Street, S.W.
Washington, D.C. 20590
Our e-mail address is airconsumer@dot.gov
Whether you call, write or e-mail, please be brief and concise in the description of your problem and be sure to include the following information:
your name
address
daytime phone number (including area code)
name of the airline or company about which you are complaining
flight date
flight number
origin and destination cities of your trip.
speedbird86
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Do you really think lamb duck management cares?
This is a situation HP and the talented, crafty, problem solving,
, Big Al will have to deal with.
Good luck.
This is a situation HP and the talented, crafty, problem solving,
, Big Al will have to deal with.Good luck.
