Out Of The Mouths........

[livingontheedge]

One, some, or all of our outsourced res offices are telling passengers whose flight/flights have been delayed or canceled due to "crew rest requirement" that the reason for the delay/cancel is..........CREW IS TIRED AND NEEDS TO SLEEP!


:unsure:

 

[livingontheedge]

In the spirit of sharing, lets make a list of some of the more memorable comments made to our customers by our outsourced offices. Here are a few of my personal favorites......

"What state is Montana in?"

"Albuequerque(spelling?) is international(well, I guess to them it is!)

"It is NOT Airtran.....it is AirTRAIN! (then hangs up on befuddled passenger)

"USAirways does not fly to Seattle.....and never, ever has!"

 

[speedbird86]

One, some, or all of our outsourced res offices are telling passengers whose flight/flights have been delayed or canceled due to "crew rest requirement" that the reason for the delay/cancel is..........CREW IS TIRED AND NEEDS TO SLEEP!
:unsure:

[post="282198"][/post]​

That's rich. LMAO

 

[hharotz]

A pax arrived at the ATO the other day with an RTFC reservation booked in F class! No fare stored, just a comment that "man have free ticket to use on flite". When I called up inventory to open up some space in X class for the flights the pax was promised by Rent-a-Res, they told me they have seen all kinds of garbage like this since the new res centers opened.

SIGH

🙄 🙄 🙄

 

[noname]

One, some, or all of our outsourced res offices are telling passengers whose flight/flights have been delayed or canceled due to "crew rest requirement" that the reason for the delay/cancel is..........CREW IS TIRED AND NEEDS TO SLEEP!
:unsure:

[post="282198"][/post]​

I couldn't stop laughing when I read this today. I guess they didn't go into much detail during class on flt delays or cancels. We run into all kinds of problems when we call OA for rule 240 reaccom if we get an outsourced OA office. They have no clue about rule 240 and want to quote you the fare....
So we aren't the only carrier having difficulties with outsourced offices.. You do get what you pay for.
The people in the outsourced office don't have a vested interest in the company. There are so many mishandled calls and wrong transfers it is ridiculous. I wish my fellow res workers the best and hope HP steps in big time to rectify this disasterous decision.
I'm just glad I'm getting out.

 

[evprincess]

A pax arrived at the ATO the other day with an RTFC reservation booked in F class! No fare stored, just a comment that "man have free ticket to use on flite". When I called up inventory to open up some space in X class for the flights the pax was promised by Rent-a-Res, they told me they have seen all kinds of garbage like this since the new res centers opened.

[post="282231"][/post]​

Yeah, they don't grasp any of the vouchers. Someone came with $100 vchrs and they had the whole res booked as a free ticket. It wasn't even an RTFC it was a
Y/NP00. I couldn't figure out what on earth they had done. I haven't had as much problem with the Atento folks handling the baggage calls. Perhaps because they only handle one aspect? Or maybe I have gotten lucky.

This might have been asked before, but does HP have any outsourced res offices? I hope not, and I hope they realize most decisions made by USAirways were usually the worst possible ones.

 

[Dont call me Shirley]

The purported geographical ignorance in the previous pust reminds me of the story "Reservations of a Reservations Agent":

http://www.ariel.com.au/jokes/Reservations...line_Agent.html



Regarding the "the crew is tired" remark, "ad libbing" the reason for a delay is not confined to the outsourced call centers.
Yesterday, an Express flight was cancelled of out PHL (F concourse, of course); the flight crew was unavailable since it was stuck in anoher city due to the standard flow control. The announcement by the gate agent:"the flight is cancelled because the "crew didn't show up"!

Philly F-concourse follies could be the subject of its own thread. (It mighty be lengthy).

 

[madders]

Hey dont call me shirley ..
I have experience mainline agents incompetence on a grand scheme from clt,mia,fll,bos,phl.pit on numerous occasions.

in reference to the outsources res agents the blame is with the company for not training them properly.
I have had to teach things to the baggage call center because they gave the same misinformation as res agents did when they were filling in for bgs call center
back in xmas

 

[hharotz]

Hey dont call me shirley ..
I have experience mainline agents incompetence on a grand scheme from clt,mia,fll,bos,phl.pit on numerous occasions.

[post="282311"][/post]​

Me too, actually. Mainline is not what it once was. Don't get me wrong, on the whole we have a great group but many of the younggins' at Express and MDA are nothing to be ashamed of. Just because you have 30 years seniority doesn't mean that you don't have to adapt to the new realities and do your job properly. Honestly, there are many mainline agents that should be in another line of work.

IMO, the group at MidAtlantic is representative of what Airways was once all about. The look good and always act professionally.

PHL Terminal F, however, is the exception to the rule. What a disaster. :down: IMO, based on my travels thorugh there, there seems to be a core group of about maybe 10-15 agents who know what they are doing and represent the company well. The 100s of others however.... ! Why is it that PIT can get a good, competent group to work at Express wages in Terminal A? CLT and LGA as well also seem to have a good express group as well. IMO, at the risk of being labelled racist/intolerant/whatever the problem with PHL is totally cultural ith the younger generation of express new hires. I will leave it at that! <_<

 

[noname]

I could not find the bulletin that referenced the Crew being tired today. I guess someone reading the boards must have had it removed. AND ON A WEEKEND!! Maybe I just couldn't find it again.

 

[livingontheedge]

NoName,

Look on the 15th.

 

[SpinDoc]

The people in the outsourced office don't have a vested interest in the company. There are so many mishandled calls and wrong transfers it is ridiculous. I wish my fellow res workers the best and hope HP steps in big time to rectify this disasterous decision.
I'm just glad I'm getting out.

[post="282242"][/post]​

SpinDoc Replies:

Of course they don't have a vested interest in
the company. They are expendable and are only
being used as a stopgap measure until the
merger is consummated.

Do you think for a minute that US Airways
signed long-term contracts with these
outsourcing companies? He11 no they didn't.
They signed contracts that can be broken
at a minutes notice when the merger is
completed.

The goal last January was to get long-term
liabilities off the property, ie. expensive
company reservations agents. In order to
keep the phones being answered, and to
shift costs to a low cost provider, they
hired Attento and others to fulfill the
reservations needs. Trust me, these
offshore outlets will be terminated by
October, if not sooner.

 

[tadjr]

SpinDoc Replies:

Trust me, these
offshore outlets will be terminated by
October, if not sooner.

[post="282339"][/post]​

Thank goodness. Its a joke having to try to clean up the reservations mess when people show up at the counter with all kinds of strange things and you have to try to think how to get it corrected within reason without pissing the people off even more. I love "You mean I waited 45 minutes to talk to someone on the phone I could barely understand, drove an hour to get here, and now you're telling me that they didnt book it right?" Gotta love it. Of course thats when you'd love to say "take it to the kiosk to ticket you." 😛h34r:

 

[barbeetantrums]

This might have been asked before, but does HP have any outsourced res offices? I hope not, and I hope they realize most decisions made by USAirways were usually the worst possible ones.

[post="282307"][/post]​

HP has no outsourced res offices. However, if HP saw it as a way to save money they would certainly do it. Darn tootin'.

 

[youngblood]

I'll admit that I have seen some pretty crazy things done by res agents in INT and PIT, ATO agents, and gate agents BUT they are very few and far in between. I'll even admit that some res agents mishandled baggage calls but again they were very few and far in between! For the most part we do our job and do it right; however, for my remaining days at US I will be changing my greeting to " Christine, Manilla corrections desk how may I help you?" I don't think they are stupid but I do think they are careless, inconsiderate, and unmotivated! I certainly do not think they were trained properly, but neither was I when I went through reissue training! Know what I did? I asked for help! Do you know what these people do? They blind transfer, hang up, book something incorrectly, or call CSD and insist on transferring an irrate when the PAX is not really irrate! 90% of my calls are outsourced screw ups. Don't you dare imply that everyone is on the same playing field because even our worst agents do 100x better than their best! I hope US gets what it deserves! BTW, INT God bless you and keep you sane during this whole mess! I truly feel for you! 11 days and counting until I'm free!