Inexperience revolving door of agents. You have to care or you will spend all day trying to get your ED20. You are a victim of the agents reality
I have a lot to say about how bad things are in rez but I would NEVER lie to a fellow employee just to get some info or show how poor the training dept is. Maybe a trvlr should advise they are a GHOST flyer and they are going to make sure you are properly serving the whole mini and not the half and take your badge number. Maybe INSTEAD when you see DP or someone goes to a town hall mtg someone can bring it up or there can be a mass mailing to the pass bureau or to Brad Beakley,VP who is trying to straighten the mess out. The last thing rez needs are employees who have NO freaking clue what the issues are in rez calling in to prove a point. How about a constructive way to solve the problem, like asking the REZ agents from east and west on this board to help get the word to their managment teams? Too bad, you couldnt have asked for help from those on this board as this MAMA had help from a certain "hulaboy" to get an east nonrev listing changed. Maybe its in the freaking attitude of those that call. Who know? I will say I have had some of the worst irates and language used due to pax not willing to pay additional fees when needing to change tkts(ya know the terms and conditions you agreed to when you booked it on the web-and yes I know WN doesnt charge change fees) but I have NEVER NEVER hung up on a pax unless they are unwilling to keep the foul words out of the converstion and they are warned before this is done It is part of the job know as your professionalism. Too bad some of us know how to book an ID20 on the hp side and dont necessarily feel like helping. I know after an hour on the fon, I would have requested a sup but what do I know as I am only a lowly rez agent and former HP employee to boot. I guess that makes me the bottom of the barrel.This whole issue of booking an ED20 ticket has come up again and again. Obviously the company needs to look into this and put the word out as to how it is done. This is a benefit we are entitled to yet cannot use. The first thing you need to do when you make a res call is ask who you are speaking to. Lie and tell them you are from inflight services and your doing a quality check to see how they perform the ED20's. LOL.They'll all crap in their pants trying to hop from cubicle to cubicle finding the answer.
I can only speak for the west side but we can read the letters and numbers on our keypads. Fons and computers. We dont get a lot of ED 2o's(west was always ID20s). Very low wages on the west dont allow for many. Our training dept is the worst it has ever been and turnover is also I would bet worse now than ever. There are too many other call centers that pay much better and treat you with dignity. Some of us are too tired of the same old crap to tell them what the issues are because they do nothing about them. If you need an ed20 on the west ask the agent if they know how to do it. If they answer no tell them to set up the pnr as a regular revenue tkt and go to the complex keypad for pricing. If they are having difficulty have them call CSD for pricing after they have given you a locater. If you get disconnected call back give the agent the pnr and request a sup. I would apologize for taking up their time but explain the situation. Most would be more than happy to help and finish it up. Its actually VERY VERY easy.I think that part of the problem with your ED20 handling is based upon inexperience, indifference, nervousness, and <insert drum roll here> bad telephone keypads
Yes, the reply was bad telephone keypads. Some of the phone equipment is so well used that the numbers have been worn off the keys. For some reason especially 7,8,9, and 0. In their haste to connect you to somebody who can give you the service you deserve, they mis-dialed. Perhaps Mgmt should look into this problem of no numbers on the keypad and replace the older equipment.
I am not contending that experienced agents would have this problem, but rookies (and others) might in their excitement. Who knows, a simple thing like a phone keypad with visible numbers might actually help cut down on incorrect transfers.
h34r: 
Experience is invaluable. Even in Res, those that know the job are often asked for help by their co-workers. Thanks for your continued service online and in the field! "Retirement" is still goodAmen. Try being one of 2 or 3 agents on the counter on a bad weather day with more than 1 years experience and knowledge of Sabre and Shares and not be taken away in an ambulance.
Training, training, training, training.... or lack thereof
