Attention Reservations And Ticket Agents

[Trin03]

Are our holiday bookings up? Are DM being burned up?

The FL markets seem to be booked every weekend, but is it due to people trying to burn up their miles or what?

If we all had a better inkling as to how the passengers are reacting, perhaps we will have a better insight as to the passengers perception of our airline failing or suceeding?

 

[bookmdano]

Are our holiday bookings up? Are DM being burned up?

The FL markets seem to be booked every weekend, but is it due to people trying to burn up their miles or what?

If we all had a better inkling as to how the passengers are reacting, perhaps we will have a better insight as to the passengers perception of our airline failing or suceeding?

[post="199363"][/post]​

The call volumn is falling faster than the autumn leaves.

 

[PHL]

If we all had a better inkling as to how the passengers are reacting, perhaps we will have a better insight as to the passengers perception of our airline failing or suceeding?

[post="199363"][/post]​

And what would this insight do, exactly? Would it make you perform your job any differently?

Up until a few weeks ago your loyal customers were still willing to fly with you. With some recent events in PHL, though, you are losing your loyals. Forget about ma and pa who fly once or twice a year. They're long gone. But your loyal DM base is slowly eroding and won't likely stop until they are given a reason to come back to give you another shot.

 

[real world]

The call volumn is falling faster than the autumn leaves.

[post="199409"][/post]​

That is not true...

 

[US1YFARE]

That is not true...

[post="199440"][/post]​

i can tell you this, usairways.com seems a lot slower than it used to be and i can only surmise that this is because people are booking flights on it due to the charges for ticketing over the phone.

 

[livingontheedge]

Real World.....

I agree with you. I work nights in res and we are swamped! 100-200 calls on hold most of the night, people are waiting up to an hour to speak with us. My last call tonight.....by the time I got to him, his battery was dying on his phone. He was told it would be a 52 minute wait and it was 59 minutes. Pitiful customer service and he did not hesitate to let me know how he felt. Before the 21% was implemented we had overtime every day in res with LESS calls on hold. Now, they are giving advance VTO and home early, with all these calls on hold. I hope that CWA is paying close attention because when the company cries to Judge Mitchell that revenue is "lower than expected" it is of their own choosing.

If we can't get to the call, we cannot put the "cheeks in the seats." All we are doing is driving away our customers. The company must think it will drive them to the website...WRONG....it irritates the heck out of them and drives them to another carrier who will answer the phone and take care of their needs.

 

[CynicalResAgent]

IMHO, .com is still generating a lot of calls.

 

[US1YFARE]

Real World.....

I agree with you. I work nights in res and we are swamped! 100-200 calls on hold most of the night, people are waiting up to an hour to speak with us.

[post="199461"][/post]​

Recently, when I call the CP desk, I have been on hold for up to several minutes. Obviously, that is not a long time, and I am not complaining, but usually there is no wait or maybe 30 secs and then you are connected to an agent.

When you pick up a call, do you have any idea how long the customer has been holding if they don't tell you? Should we be telling you this so that you can report it? Just curious.

Hang in there. Just so you know, UAL has had similar problems for more than two years. I have no status at UAL and I could hold for an hour--or, get a busy signal. The push is on for reservations by internet--too bad that usairways.com is not great to use. I'm done notifying them about the problems when the occur. The last few times they told me that they didn't know what the problem is. They almost seemed bothered by the call rather thankful that someone was reporting a potential glitch.

 

[jcooke]

I guess I've been lucky... I've had to call Intl'l res a number of times in the past week and thankfully the longest wait that I've had was about 10 minutes and the shortest was about 30 seconds. The times were spread out between 5PM and 6AM.

And still, great service on every call. Keep up the great work!

-JC

 

[MCORORES]

Seems to me the revenue is still there...very busy at night with quite a few sales calls and purchases.

 

[Trin03]

And what would this insight do, exactly? Would it make you perform your job any differently?

Up until a few weeks ago your loyal customers were still willing to fly with you. With some recent events in PHL, though, you are losing your loyals. Forget about ma and pa who fly once or twice a year. They're long gone. But your loyal DM base is slowly eroding and won't likely stop until they are given a reason to come back to give you another shot.

[post="199411"][/post]​

Amazing, It's jerks like you that take a simple posting and try to turn it into something negative.

Obviously this is a posting asking those who work at USAirways ,in those departments, a question. What we do not need is another bitter, hateful individual who want to breathe fire into an already potentially bad situation.

 

[Trin03]

Real World.....

I Before the 21% was implemented we had overtime every day in res with LESS calls on hold. Now, they are giving advance VTO and home early, with all these calls on hold. I hope that CWA is paying close attention because when the company cries to Judge Mitchell that revenue is "lower than expected" it is of their own choosing.

I ope you are right. i hope that our CWA attorney does point that out on the 15th of November. It's not the employees driving away the passengers, it's the lasck of support from CCY, in giving us the proper tools to work with and please our passengers. Keep up the great work!

 

[cjclod]

People are burning their miles as fast as they can. I'd say about 75 percent of my calls in international are mileage related. About a month ago some analyst on tv recommended that pax use their Usairways miles because our unforseen future!

 

[Res]

Still busy at night, although passengers are reluctant, with work group situations to book past the beginning of January....most are waiting or booking OA...until things settle down. I can't blame them...I have had neighbors and friends ask about booking US for February...and I can no longer say we'll be fine, I just don't know.