What's new

No Moveup Fees for Preferreds

tadjr

Veteran
Joined
Aug 19, 2002
Messages
3,511
Reaction score
100
Location
TPA
Morning shift said they werent getting a $25 moveup fee mask when they did the to/from Ctrl C F3 key this morning. No one had heard that it had officially gone into effect, but this afternoon we managed to find a CS Briefing for May 7-11th that had a clarification of who the Preferreds were that are no longer charged.
Ctrl D F3 (policies) line 40ish should give everyone a hard copy if you havent been advised in station yet. Also for the FFs who can tell the agents where to check it out. :shock: 😉
 
tommorrow may 10.. no more 25.00 move up/standby fee for preferred dividend customers wanted to change their flights day of departure.. finally. the last month tempe has been getting many compliants from very important frequent flyers expressing their concerns. this was one of them.. this fee was enacted during our last BK. to nickel and dime the customer to the hilt.. you would have thought they would have relaxed it after BK to the Preferred/Elite members of our dividend miles program.. heh they are the ones who stick with us.the rest ..no loyalty.. hmm things are looking up for the preferred members. now only if they would return emails to the members.. we get alot of compliants about that tooo.


just another post note to this.. when were the customer service agents going to be advised of this new and important change. we still dont understand the 1975 computer system we got on march 4th to get update info. pretty embarassing for the customer service agent to say you owe me 25.00 and the customer says no that was waived may 10. ... HOUSTON WE HAVE A PROBLEM.
 
the training or procedures dept should have advised the customer service group and give us a heads up when this was decided.. we should not have had to realize this the day before this was going into effect. customer service was given 2 day training and told.. yeh go back and learn it on your own.. great.. we dont even know how to access the info that said we now waive the fee... pathetic.. ATTN TRAINING... customer service agents need. updated inhancments to the system and what you plan for the future and we need it NOW> we are tired of telling our valued customers >> OH THEY TOLD US THEY ARE WORKING ON IT>> YES I KNOW>> THEY SHOULD HAVE DONE THIS PRIOR TO MARCH 4TH...
 
Last week I had my first encounter with a HP ticket agent in BOS. BOS is one of my favorite stations--but I've always dealt with US East employees there until now.

This HP agent greets me by saying: "What flight are you taking?"
Me: "The 3:30"
HP agent: what's the flight number?
Me: I don't know.
HP agent: It's flight whatever the number was
Me: OK
HP agent: Want to take the 1:30?
Me: Sure.
HP Agent: $25
Me: Oh, I thought they waived that for preferred members.
HP Agent: No. I don't make the rules.
Me: I didn't say you did.
HP Agent: So, do you want to change it for $25?
Me: But, I have a fully refundable ticket.
HP Agent: Oh. Do you want to change it or not?
Me: Is first class available?
HP Agent: No. What do you want to do?
Me: I'll keep it as is thank you.

She was so pleasant to deal with. 🙄 How refreshing 🙄
 
CS Briefing for May 7-11th that had a clarification of who the Preferreds were that are no longer charged.
Ctrl D F3 (policies) line 40ish should give everyone a hard copy if you havent been advised in station yet. Also for the FFs who can tell the agents where to check it out.



Sooooo...if you read the CS briefing like you are supposed to, you would know what changes are taking place? Amazing
 
Last week I had my first encounter with a HP ticket agent in BOS. BOS is one of my favorite stations--but I've always dealt with US East employees there until now.

This HP agent greets me by saying: "What flight are you taking?"
Me: "The 3:30"
HP agent: what's the flight number?
Me: I don't know.
HP agent: It's flight whatever the number was
Me: OK
HP agent: Want to take the 1:30?
Me: Sure.
HP Agent: $25
Me: Oh, I thought they waived that for preferred members.
HP Agent: No. I don't make the rules.
Me: I didn't say you did.
HP Agent: So, do you want to change it for $25?
Me: But, I have a fully refundable ticket.
HP Agent: Oh. Do you want to change it or not?
Me: Is first class available?
HP Agent: No. What do you want to do?
Me: I'll keep it as is thank you.

She was so pleasant to deal with. 🙄 How refreshing 🙄
Where's my violin...
 
Sooooo...if you read the CS briefing like you are supposed to, you would know what changes are taking place? Amazing

Soooo, if someone had told us that this was where we could find the info..... one day we have N*CSBRF 03MAR and the next day...... try to find it. 😛h34r:
There are a lot of things I'm sure the computer CAN do, but no one has told us and we're finding new things on a daily basis.
Also, I read the brief and no where I could find did it say we started this, just a clarification of WHO was not to be charged. I never found a notice that it had gone into effect BEFORE this briefing I found on Tues (I was off Mon). Any other secret gems you guys out West could pass on to us on the East so we arent totally in the dark about things? Do you know what it was like to know where lots of info was and to now try to search for things that used to be second nature? No this used to be here and can now be found here type of stuff, just "its there you just have to find it" type of garbage? :down:
 
so MR VETERAN.. dont patronize the rest of CS group.. we would read it if we were taught during the 2 day class for shares on how to access th info. i have 33 years with this company and dont act like you know it all. the shares training was 2 days and go back to your station and learn the rest on your own. we and YOU were taught nothing during those 2 days. many agents dont know how to access the daily briefings etc beacause we were never taught. we come to work and it is IT OR MISS. it is NOT our responsibilty to have to find info to assist the customer .. it is the responsibility of the company to advise us and all we have are the tools give to us to work with. which is not much.
 
The DRS is bad! Its time for us to update to a web based system that can be searched like google.
 
so MR VETERAN.. dont patronize the rest of CS group.. we would read it if we were taught during the 2 day class for shares on how to access th info. i have 33 years with this company and dont act like you know it all. the shares training was 2 days and go back to your station and learn the rest on your own. we and YOU were taught nothing during those 2 days. many agents dont know how to access the daily briefings etc beacause we were never taught. we come to work and it is IT OR MISS. it is NOT our responsibilty to have to find info to assist the customer .. it is the responsibility of the company to advise us and all we have are the tools give to us to work with. which is not much.


Sooooo...if you read the CS briefing like you are supposed to, you would know what changes are taking place? Amazing


And where exactly is it in my post that I act like I know it all Mr. 33 year cant handle change? It has ALWAYS been your responsibility to read the Daily cs brief. Weren't taught where to find it? Was there a point in the class where you were asked if you had any questions? Dont answer that...I already know the answer. Your's was the only class where you couldn't ask questions, right?

Not your responsibility to find info to assist pax? Get real. You are there to serve the public, if has gotten to be too much for you to handle, move on.
 
Oh and a final thought, since the system wasn't ready for prime time (and still isn't) on cutover, the best training in the world would not and could not have overcome the abjest failure ot US IT to deliver a fully functional system

Ok, you're mixing apples and oranges with this one. I was addressing one specific entry that agents are responsible to read on a daily basis.

I will not argue that the training was lacking. I will not argue that the "product" forced on us is inferior. And I also wont argue that the "product" is still not ready for launch two months after it was launched. East was used to a superior, functional res system. West was not, and is not. They cant comprehend the loss of a full service res system. US had mid level SABRE, not top of the line, and it was far superior than the abomination called QIK.

I'm not a Tempe cheer leader, far from it. However, the short bus management types are, in a round about way,admitting that the product is inferior by way of adding enhancements. The standby list is a perfect example. Reading the original QIK list was like trying to crack a code. The new (old Sabre) version is as clear and crisp as can be. Maybe the mental midgets will turn this into a more user friendly system over the coarse of time...then again maybe not.
 
Back
Top