- Aug 20, 2002
- 1,900
- 1
Yesterday was just another example of how inconsistent and changing policies, procedures, benefits, etc lead to confusion and inconsistencies.
I tired to purchase an ED20 ticket yesterday. Since we are no longer able to purchase those tickets online, I had to call Reservations - as it states to do on theHub.
First Call - Abrupt and rude agent - "Do you have a pencil and paper?" Yes. "Good, write this number down. 800-xxx-xxxx. That is the number you are supposed to call for ED20 tickets." Click (call disconnected). *** attention Res Agents - ED20 tickets are regular revenue tickets with a 20% discount.....the calls are supposed to go through the Gen Res number!
Second Call - I am trying to book an ED20 ticket and the previous agent told me I need to call the 800-xxx-xxxx number, but theHub said to just call the Gen Res number (800-428-4322). Indifferent Agent - "No, you need to contact the Pass Bureau on Monday." Click (call disconnected....again!)
Third Call - I have tried twice to book an ED20 ticket...you know, regular revenue ticket with the 20% discount. Twice now I have been given misinformation and disconnected. Can you please help me? Agent - "Let me transfer you." I am now transfered to some prompt that is all in Spanish! I disconnect because I have no idea what they are asking me.
Forth Call - I have tried to no avail to book an ED20 ticket. Can you please assist me. Confused Agent - "Let me transfer you." Where are you transfering me??? No answer - just a blind transfer to the Internet Sales Help Desk. Explain my situation, transfered back to General Res. Another Agent transfers me back to Internet Sales elp Desk. Hang up, try again.
Fifth Call - I plead with the agent to book this ticket for me. No transfers. No contacting anyone....please just book this ED20 ticket for me. PNR booked (finally), discount applied, but now I am being told I have to pay the 5.00 Res Agent Ticketing Fee! I politely reply that these tickets are exempt for the 5/10 fee and to please check the DRS reference. I am now told that if I chose not to pay the fee I will have to go to the airport. I again ask the agent to please check the DRS reference F*QRM/ED20 - Right there in the header it states "*ED20 CAN ONLY BE BOOKED THROUGH RESERVATIONS 5 DOLLAR RES TKT FEE SHOULD NOT BE CHARGED*. Rude Agents response, "You will have to pick the ticket up at the Ticket Counter." Click - disconnected again!
Sixth Call - I am ready to go through the roof, but maintain composure. This latest individual did not do anythign wrong....yet. I explain the sitation to an individual that is clearly from an offshore Res Center (first obvious offshore Res Person I spoke with). He apologizes (first time in 4 calls after my initial contact) and said that I am correct, Gen Res is supposed to book and ticket the ED20's and the 5/10 fee is waived since you can not book these tickets by any other means. PNR is finally ticketed and transaction complete.
I must be out of my mind....how can it be so difficult to BUY A TICKET ON MY OWN AIRLINE with the discount I am entitled to. Why would our own EMPLOYEES not know how to handle this easy transaction? We are all entitled to this benefit/perk, so is it that uncommon for RES to get these calls? A call that should have taken 2-3 minutes (I knew the flt numbers, dates and fare) took almost an hour and a lot of frustration! I can only imagine the grief that other REVENUE customers go through. And what ever happened to treating fellow employees with respect. Each call I identified myself as an employee, trying to book and ED20 ticket. Each call I was polite and patient, even after being transfered and disconnected.
What gives? 6 calls to handle a simple transaction!
I tired to purchase an ED20 ticket yesterday. Since we are no longer able to purchase those tickets online, I had to call Reservations - as it states to do on theHub.
First Call - Abrupt and rude agent - "Do you have a pencil and paper?" Yes. "Good, write this number down. 800-xxx-xxxx. That is the number you are supposed to call for ED20 tickets." Click (call disconnected). *** attention Res Agents - ED20 tickets are regular revenue tickets with a 20% discount.....the calls are supposed to go through the Gen Res number!
Second Call - I am trying to book an ED20 ticket and the previous agent told me I need to call the 800-xxx-xxxx number, but theHub said to just call the Gen Res number (800-428-4322). Indifferent Agent - "No, you need to contact the Pass Bureau on Monday." Click (call disconnected....again!)
Third Call - I have tried twice to book an ED20 ticket...you know, regular revenue ticket with the 20% discount. Twice now I have been given misinformation and disconnected. Can you please help me? Agent - "Let me transfer you." I am now transfered to some prompt that is all in Spanish! I disconnect because I have no idea what they are asking me.
Forth Call - I have tried to no avail to book an ED20 ticket. Can you please assist me. Confused Agent - "Let me transfer you." Where are you transfering me??? No answer - just a blind transfer to the Internet Sales Help Desk. Explain my situation, transfered back to General Res. Another Agent transfers me back to Internet Sales elp Desk. Hang up, try again.
Fifth Call - I plead with the agent to book this ticket for me. No transfers. No contacting anyone....please just book this ED20 ticket for me. PNR booked (finally), discount applied, but now I am being told I have to pay the 5.00 Res Agent Ticketing Fee! I politely reply that these tickets are exempt for the 5/10 fee and to please check the DRS reference. I am now told that if I chose not to pay the fee I will have to go to the airport. I again ask the agent to please check the DRS reference F*QRM/ED20 - Right there in the header it states "*ED20 CAN ONLY BE BOOKED THROUGH RESERVATIONS 5 DOLLAR RES TKT FEE SHOULD NOT BE CHARGED*. Rude Agents response, "You will have to pick the ticket up at the Ticket Counter." Click - disconnected again!
Sixth Call - I am ready to go through the roof, but maintain composure. This latest individual did not do anythign wrong....yet. I explain the sitation to an individual that is clearly from an offshore Res Center (first obvious offshore Res Person I spoke with). He apologizes (first time in 4 calls after my initial contact) and said that I am correct, Gen Res is supposed to book and ticket the ED20's and the 5/10 fee is waived since you can not book these tickets by any other means. PNR is finally ticketed and transaction complete.
I must be out of my mind....how can it be so difficult to BUY A TICKET ON MY OWN AIRLINE with the discount I am entitled to. Why would our own EMPLOYEES not know how to handle this easy transaction? We are all entitled to this benefit/perk, so is it that uncommon for RES to get these calls? A call that should have taken 2-3 minutes (I knew the flt numbers, dates and fare) took almost an hour and a lot of frustration! I can only imagine the grief that other REVENUE customers go through. And what ever happened to treating fellow employees with respect. Each call I identified myself as an employee, trying to book and ED20 ticket. Each call I was polite and patient, even after being transfered and disconnected.
What gives? 6 calls to handle a simple transaction!