What Info Is Kept In Our Dm Files?

[bofie]

Is it just miles flown or is bad behavior recorded too?

Not that I have anything to fear, of course.

 

[BoeingBoy]

Possibly off the subject, but a question on passenger record....

What's the "Navitaire ticket database" and what kind of info is in it?

Jim

 

[tadjr]

It probably depends on what department you are in. For those of us in the field, we can see name/address/contact info and balances of miles, date of joining/upgrades available (unlimited for US1/2/3 now). That is all. Not sure what the Dividend Miles Dept can see or if they have a separate way to access info on each DM member.

 

[youngblood]

There is a blacklist and it is active. Too many infractions and you're out the door.
Personally, I can't see much more than what tadjr mentioned, but I have seen situations that result in someone being added to the "list".

 

[bofie]

There is a blacklist and it is active. Too many infractions and you're out the door.
Personally, I can't see much more than what tadjr mentioned, but I have seen situations that result in someone being added to the "list".

[post="196737"][/post]​

Cool... I think.

"out the door" means out of DM? Banned from the airline?

Out the door at 35,000 ft?


What's it take to get an infraction? Acting like a Southwest passenger?

 

[USAirBoyA330]

If someone uses foul language or looses their temper inflight I have asked the agent meeting the flight to make a note in their record locator with a few facts of the event so that Consumer Affairs can see that right away if they should call in. It's all in there record locator for that trip. It's one step down from the FAA report in my book. Then I get a printed copy of that for my records.

 

[longing4piedmont]

If someone uses foul language or looses their temper inflight I have asked the agent meeting the flight to make a note in their record locator with a few facts of the event so that Consumer Affairs can see that right away if they should call in. It's all in there record locator for that trip. It's one step down from the FAA report in my book. Then I get a printed copy of that for my records.

[post="196787"][/post]​

And on more than one occassion I have handed the FA a business card with a note that I will be more than willing to act a witness to a customer who got out of line. Nothing makes me more more ill than to see another CP give a FA a hard time and use the ole "I'm a CP and I'll have your job" routine. They only reason I didn't just absolutely slap the last one was because the CP was female.

 

[longing4piedmont]

Is it just miles flown or is bad behavior recorded too?

Not that I have anything to fear, of course.

[post="196602"][/post]​

bofie

There is record kept of each phone call that is escalated to a supervisor level on the desk. It is my understanding the only people who can see those comments are the supervisors on the CP desk and Consumer Affairs. This record includes both positive and negative comments. All letters that you send in are also captured in this record. In less than a minute, a supervisor can make a decision on just what kind of customer you are, how often you call in and complain, and if on balance your record of comments is positive or negative. If management is going to have any comments in your record, this is where it is going to be.

If you have ever called and been abusive on the phone with an agent and that agent reports it to a supervisor, those comments are captured. The folks on the desk can't see the comments and neither can the folks at a ticket counter, etc.

Now there is also another kind of record. One that came be more damning. This one is not in the system. But let's say you have a habit of calling in, complaining all the the time about this minor little thing or that little thing. You also have a hard time controlling your language. You may or may not be written up and put into the system, but you need to remember that these fine folks on the desk sit in 4 ft. cubicles with low walls and just as soon as you get off the phone, the folks around that agent are going to know what you just said. Do it enough and before long you become known on the desk as a trouble maker. My guess is you will find very few agents willing to go above and beyond for you.

The agents can see how much money you have spent with US this year, last year, etc. They have a record of all of your past flights for about three or four months and then the drop off the screen, They can tell you how may miles you have flown since the beginning of the program, and which promos you are signed up for. They know your seating preferences, etc.

Maybe someone who used to work in res and maybe even on the CP desk can fill in some more. Hope this answers most of your question.

 

[bofie]

Thanks!

I love the idea that bad behavior is recorded somewhere. It is probably good for FA morale too. They get to have the last word in a serious way.

 

[USFlyer]

Somewhat off topic, but can agents see our unused e-tickets? I have about 12 unused e-tickets from the past 6-9 months (total value is over $8,000) that I need to use up.

 

[MCORORES]

USflyer..yes we can see your unused etkts, but keep in mind if they are partially used nonrefundable tkts there would be no value left in the tkts. Just give us a call in Res along with the CC/ETKT numbers or even your DM number and we can look those up for you.

 

[USFlyer]

USflyer..yes we can see your unused etkts, but keep in mind if they are partially used nonrefundable tkts there would be no value left in the tkts. Just give us a call in Res along with the CC/ETKT numbers or even your DM number and we can look those up for you.

[post="196884"][/post]​

Thanks! All of them are fully unused e-tickets, no partials. All were cancelled prior to the original initial departure.

 

[whlinder]

Most of the info regarding ticketing and changes to itineraries and other financial info can be stored for years. I think ARC does most of that. Interline settlement disputes can drag out for up to 3 years (I think) so the info has to be stored somewhere.

 

[ClueByFour]

Thanks!

I love the idea that bad behavior is recorded somewhere. It is probably good for FA morale too. They get to have the last word in a serious way.

[post="196873"][/post]​

Actually, the customer has the last word--he/she can take their business elsewhere.

 

[reznc]

Clue, you are absolutely correct, however, there are some people out there with DM status that think if they are rude enough, complain enough, demand enough we will cave with the threat of taking their business elsewhere and they have been told "We have refunded all future trips on US, you are not welcome on our airline". It hasnt happened often, but was necessary, as these types of people cost more than the dollars they spend on us.

By the way, it doesnt take long to learn who the whiners are, and who the scammers are, believe me it is recorded.