Res Called-

[wench]

Res only left the number, NO MESSAGE about a flt delay or cancellation..

This is NOT the first time- I checked the PNR(my husband) remarks were documented---NO VOICE MESSAGE WAS LEFT-

What's up with this?

1) Res agents documenting message was left.
2) They are covering their backsides----

 

[drifterreno]

Please call res and ask for a CSD agent. We can tell who called and it will be addressed.

 

[wench]

Thanks,
even for the employee?
This is not the first time this has happened..

Me thinks, they call, get the ring, leave NO MSG , but put remarks in the PNR..

They can see by the mm status we are non revs..

thanks.

 

[PhxMama]

Thanks,
even for the employee?
This is not the first time this has happened..

Me thinks, they call, get the ring, leave NO MSG , but put remarks in the PNR..

They can see by the mm status we are non revs..

thanks.

This is regarding a space available pnr? Let me be the first to tell you, Get Real!! If they cld you at all it was a courtesy that is NOT generally done. We are dealing with upwards of a hundered customers to be reaccomodated and if the flight is cxld in one direction, odds are if it is returning, the later flight is also cxld. If its a delay we may be dealing with misconnects and if you havent noticed loads are pretty heavy and we have enough problems trying to get customers to their destinations. (Try SLC to PSP on a Sunday. How about HNL to ALB? With 2 different systems,its even worse.) If we have to use OAL do you know what their hold times can be? Agents are pulled off the regular fons to handle this, which also means the regular rez lines back up. We are extremely busy when these situations arise and if you dont call to confirm, check the web for any situations that can put a kink in your plans, than buy positive space tkts. We are working as fast as possible and try to contact customers prior to departing for the airport, if at all possible. Im sorry if you think this is harsh, but at 230am we dont have the employeess to do it. Employees trvling need to keep an eye on their own trvl plans. We get enough complaints from our passengers that they werent contacted. Sometimes there isnt enough time to call them before they leave for the airport. We are NOT going to take grief from our fellow employees about calling them for cxld flights. Please understand what we are going thru at that time.

 

[tadjr]

Was the call on East or West? Not trying to start anything, but just wondering if they do things different ways.
I was told by a coworker who was on vacation in LGA that she got a call that a Shuttle flight was late and going to misconx and she rescheduled. She made it sound like it was a computer programmed call and if you answered and wanted to change flights, you could touch number 1 (or whatever it was) to speak to an agent about rescheduling. Is this correct? I know when I've called the queue desk to see about setting a flight up, it was done rather quickly and when I checked the PNRs a couple of minutes later it showed calls had been made. (Was it a name like Merlin or something similar that was used for this?)
Does the West still do hand calling and documenting of PNRs? If so, and the East does the auto version, it sounds like it would be a good idea to switch to the automation for the first call thru and then switch to the person if you actually get someone on the other end.
I certainly hope that someone is looking at making a job easier and more efficient, vs just making it cheaper (how could it be cheaper to use people to call vs a computer on initial contact?)

 

[PhxMama]

West computers will auto reaccom to next avail but does not make calls or look for misconnects. We would love to have a more efficient easier way to do this. It has been less than a year(I think) that we have auto reaccoms. Prior to that, it was ALL done manually. We still have to pull pnrs from the ques and work them. Too many dont have contact info. Ta's are the worst and how many of them are 24hrs and work weekends. LOL. People forget they are charging their fons at night and also give Work fons. We are unable to contact alot of our customers. It sounds like the East has the system the West needs.

 

[wench]

Im not expecting a call for dly or cancellation.
Im an ATO agt, just out of curiousity, when I go in I check the PNR..
We were called a while ago, and I was shocked that it was done.
Like I said I dont EXPECT it- been in this industry for 28 years, I TRUST NO ONE-Self Sufficient I believe it's called?

 

[PhxMama]

Well, because you are shocked to have had a fon call than you should know they are not covering their backsides because they DONT need to. While working a flight, an agent may have come across the pnr and accidentally hit a key that has stored remarks in it, although no call was made. If they did call they may not have realized it was mm , Im sure ato's also have many new agents. I cant imagine it was not a newhire. If we had the time (or energy) to call non revs we would but we are needed back on the fons to help take care of the backlog of calls that have not been handled when we are working flights.

 

[PITbull]

Wonder if an Executive who is riding "space positive" would get a call on a cancellation. They are not revenue, but I bet in the computer it appears as a revenue seat.

 

[PhxMama]

Wonder if an Executive who is riding "space positive" would get a call on a cancellation. They are not revenue, but I bet in the computer it appears as a revenue seat.

Imteresting...hmm. Since all pnrs are in the ques, Im sure they would. I dont think it specifies the reason they are trvling. Most of them have work fons included but not home fons and most likely a message is left. I did have to call a vp for an express carrier to let him know his flight was cxld due to mechanical issue.(He was trvling on his airlines aircraft.) There was a pager number and I had him paged in the wee hours of the night. I didnt have to take his return call but I had quite the chuckle as I had him paged. Its nice occasionally for them to see what their customers do. Nice observation PITBULL, I hoping to maybe move to the east system and everyone will be contacted.

 

[noname]

Imteresting...hmm. Since all pnrs are in the ques, Im sure they would. I dont think it specifies the reason they are trvling. Most of them have work fons included but not home fons and most likely a message is left. I did have to call a vp for an express carrier to let him know his flight was cxld due to mechanical issue.(He was trvling on his airlines aircraft.) There was a pager number and I had him paged in the wee hours of the night. I didnt have to take his return call but I had quite the chuckle as I had him paged. Its nice occasionally for them to see what their customers do. Nice observation PITBULL, I hoping to maybe move to the east system and everyone will be contacted.

Only if the phone number is entered in the PNR correctly. The system can't read some of the osi msgs due to the way the agency inputs.

 

[PhxMama]

Only if the phone number is entered in the PNR correctly. The system can't read some of the osi msgs due to the way the agency inputs.

Maybe they can improve it so the osi fields can be read or notify agencies of the issue. The fact that their clients wont be notified in case of a cxl may be enough to motivate them to change their process. If they realize theres an issue they may change, they may not know theres an issue. Just a thought.

 

[noname]

Maybe they can improve it so the osi fields can be read or notify agencies of the issue. The fact that their clients wont be notified in case of a cxl may be enough to motivate them to change their process. If they realize theres an issue they may change, they may not know theres an issue. Just a thought.

The phone number problem has existed for more than 4 years. It was never a priority to fix the system ..the system just rejected the pnr and it was manually called, if agents were avail. The main problem then was using agents that were not familiar or didn't know to check the Dividend Miles account number to see if there was a better contact number for the passenger.