Whats the latest on Manila?
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LCC_#1
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Uh, I talked to someone in Mexico City a week ago, trying to book an ED20. Let's just say that she had absolutely no clue what I was talking about, and her "supervisor" didn't either. (for some reason, these tickets are no longer bookable thru the Hub, which was the intention...)
Let's hope that the majority of calls taken from "real" passengers are now routed to the USA. 😱
Manila is still in the mix. I see the agent sine info and documentation in reservations every now and then. Its not quite as bad as it used to be, but most of the time someone has a problem with a rez office, its a good bet that this is who they spoke to.
Trying to think what an ED20 is.. do you mean ID20?? (Interline Discount?)
barbeetantrums
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ED20 is a pos space ticket for employees. It is a 20% discount on the purchase.
ED20's can actually be good deals, since it is space positive, and taken off many fare levels, not just the Y fare. It says this program is bookable on the Hub in one section (and it does not work), but another section of the Hub says you now must call Rez 🙄 ... I had the rules on the Hub right in front of me, and I read it to the MEX agent step by step, and she, as well as her supervisor, eventually admitted they could not help me. Lost revenue for US, and I went onto Expedia and found a smiliar fare. No biggie, right?
I am not worried about myself, more so worried about the pax that has to book/rebook/change etc.. with one of these "agents..."
nycbusdriver
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I think you mean:
oo
hindi
(Tagalog for "yes" and "no.")
But all Filipino education is conducted in English starting at first grade, so you would probably find many Manila natives who write English better than a lot of folks on this forum.
This is one of the many reasons that Manila is a favorite outsourcing location for phone support for U.S. companies, i.e. they're all English-fluent right "out of the box." The actual facilities used for these phone centers is hi-tech, state-of-the-art modern office buildings in the Makati section of Manila. The whole area is a modern district with 24-hour support infrastructure for the employees, and Makati is the location of most of Manila's world-class hotels (and there are several.)
If you happen to get a phone rep from Manila on the line and your questions cannot be addressed, it is not due to any lack on the part of the representative. These jobs are premium in Manila since they pay so well; therefore, the companies get to choose the best-educated and most articulate for the phone support work. The only reason these folks cannot answer your question is because the company (USAirways) has not provided them with adequate training and information sources. I'm certain that USAirways probably offers them minimal training and then just expects them to make do with what little they've been given. This is no different that the way USAirways does a lot of its stateside training.
I could tell some "interesting" training stories that I've seen in my department in the last few years.
D
delta777
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It's called "synergies".
Well said, nyc. One of my favorite countries to visit. Very well-educated people in The Philippines...doctors, nurses, lawyers, physical thereapists...
I mentioned in another post a while back that I actually saw the call center "US Airways" sign while strolling through MNL. Very nice city and upscale area. However, once one leaves Makati, the "3rd world" mentality is evident. I've been there many times and always enjoy my visits there, especially to the islands. Now, if we can only fly there from HNL....perhaps if we were to merge with NWA!
