Story on Airline Customer Service Hold Times During Irene

[Justme]

Story Here

 

[UPNAWAY]

And if you called US Airways you got a US based agent to boot!

 

[SparrowHawk]

And if you called US Airways you got a US based agent to boot!

Are they all US based now? I know the time line was year end?

 

[WorldTraveler]

I have to agree w/ AA's response in the article.
The sample size was small.. the sample was taken at one specific point in time during the day...
airlines know EXACTLY what their hold time is at any moment for every type of line they maintain (premium, general domestic, etc) and they maintain that information for consideration periods of time.
It is highly unlikely that any random survey of telephone response time is going to even come close to what airlines actually have measured internally... not sure why the survey people don't realize that.

 

[ChockJockey]

This is a good story, and the best thing about it is it doesn't have anything to do with the pilotfight™.

Is the customer service line in-house or is it contracted?

I mean they have to be responsive considering they're very likely being used to compensate for airport CSR staffing, which is inadequate.

 

[SparrowHawk]

I have to agree w/ AA's response in the article.
The sample size was small.. the sample was taken at one specific point in time during the day...
airlines know EXACTLY what their hold time is at any moment for every type of line they maintain (premium, general domestic, etc) and they maintain that information for consideration periods of time.
It is highly unlikely that any random survey of telephone response time is going to even come close to what airlines actually have measured internally... not sure why the survey people don't realize that.

Yes it was a small sample, yes it's only a snap shot in time. However in all of my years as a Frequent Flyer I've heard precious few positive comments regarding AA and customer service.

The guy at US who is in charge of service recovery is a pretty competent guy. In fact he's one of the "Good Guys" at US and they are there, it's just that those at the top cripple the rest from doing even better.

US Airways has a lot to be proud of and when they get it right I'll lard on the praise. When they get it wrong IMO I'll be equally vocal. Bring ALL of the customer facing staff back on shore was the most positive thing since the merger and no snap shot or small sample not withstanding customers are seeing the benefits of that decision.