Be In The Bahamas By Lunchtime

[EyeInTheSky]

This airline is completely falling apart. I made some reservations that need to be changed. Well, can't do it online like it claims, so I call rez get "Julia." "Oh, you need to call the dot.com 800 number." Call the number and "Jennifer" says "Oh, I can't change the date. I'll switch you over." I am on hold 25 minutes I get "Pamela" I give her my confirmation code, "Oh you need International, I'll switch you over." Get International message your call will be answered in 14 minutes. I have been on hold since 9:02 PM EST; it is now 11:07 PM EST. I am so p'od right now I'll probably cancel these revenue tickets and book with USA3000! WTF!!

 

[EyeInTheSky]

It must be "Groundhog Day" on the rez line. Used my other phone line and got a nice agent...changes complete. All I have to say is God help anyone on hold right now.

 

[tadjr]

So you got to say hi to everyone left working in the office, huh?

 

[EyeInTheSky]

Apparently so ;-)

 

[Schatzee]

Can you say Hurricane Frances?

Try to buy a seat from PBI, MCO or TPA for tomorrow or Friday....... :wacko:

 

[livingontheedge]

Eye in the Sky,

I certainly understand your frustration. I'm glad you got your ticket taken care of.

On the flip side, I was called just about every name in the book tonight because I can not predict.....A) just where is the hurricane going to hit? B) what time is my flight going to be cancelled? C)How many extra planes are you putting on to get us out of Florida!!! You people need to do something about this!!! Operator, do you even know that a hurricane is coming?!!!!!!

I'm exhausted, be safe out there everybody!

 

[EyeInTheSky]

livingontheedge, I commend you. In spite of playing phone tag with rez everyone was very nice. I think the website and phone tree are evil though...

 

[youngblood]

Eye,

Your post makes me thankful I am not at work right now taking those calls. I could have gone in for OT but the abuse isn't worth the extra cash right now.

Unfortunately, you got stuck in the transfer system one of our elite managers thought up. Plus, you are contending with Francis. When Charlie came through we got up to 500 calls on hold. No it's not a typo. That's what happens when you downsize so much you can't handle the volume.

 

[youngblood]

Eye in the Sky,

I certainly understand your frustration. I'm glad you got your ticket taken care of.

On the flip side, I was called just about every name in the book tonight because I can not predict.....A) just where is the hurricane going to hit? B) what time is my flight going to be cancelled? C)How many extra planes are you putting on to get us out of Florida!!! You people need to do something about this!!! Operator, do you even know that a hurricane is coming?!!!!!!

I'm exhausted, be safe out there everybody!

[post="175128"][/post]​

Get some rest and bless your soul. I just couldn't polish up the crystal ball to go into work on a day off. BTW, next week they will be calling in to see when and where we can predict the next hurricane will hit. LOL

Don't worry. I'll get my fare share. From tomorrow thru Monday.

 

[MCORORES]

What a night!!!! Got 2 more to go through!!!! When I left last night there was still over 300 calls on hold for Reissues. Timing is never good during a hurricane threat, but on a holiday weekend and for Florida. No one is going to get out of there. No seats at all. It is nice that a non reissued agent can revail the ticket, but with no seats available it has to be transferred to me and my fellow reissue trained agents, which each call on average is about 20 minutes to get done looking for any seats which simply do not exist. Also people calling in to get a refund which our policy does not allow and swearing that they were told that they could!!! The only time one can get a refund is if the flight has cancelled. People actually LYING to take advantage of the situation. Had one passenger tell me that they are evacuating the whole city of Orlando which was simply not true. My name used on these boards tells everyone where I am orginally from. Still have family and friends down there and also on the east coast, so I am well informed on the goings on down there. Have found I was getting short with what I call the junk calls...had a New Yorker demanding to change his ticket from LGA to CLT because he was going to have to fly through the hurricane. Painfully obvious that someone there in the New York area flunked geography!!!! Been very patient and understanding with the paxs in Florida, been there and done that. The surprising thing that I noticed as we are getting pounded on the phones, no management to be found except for your supeviser. At least when in MCORES we always saw upper office management on the sales floor even though there was nothing that they could do but offer support. So for all my fellow CSA the only thing that I can say is THANK YOU for the job that we do!!!! You along with me are the BEST!!!! For the passengers that have held forever (it must seem like an eternity) I say THANK YOU also for your understanding and patience during this time. The majority of the passengers that I have dealt with (besides the junk calls) are also the BEST and it is a HONOR that I and my fellow CSA agents get to assist you in everyway that we can. Soon Frances will be a memory and the only hope that I have is that management in CCY will FINALLY understand why it is so important to have the BEST CSA group going. One can only hope this will pan out!!!!!

 

[EyeInTheSky]

Oh what a tangled World Wide Web US Airways weaves...just when you think everything is taken care of..POOF..it hits the fan. Seems my Bank of America card was turned down by US Airways.com. Emails galore saying it was turned down. Who knew? Called Rez and gave them another credit card number and it went through. Called BOA and they show that the original transaction went through. Now, I am back on the phone, phone tree hell, trying to get a duplicate charge off my other credit card. This is for the management flunkies reading this board: How bad is this going to get? I am nice when I talk to these poor rez agents; what about Joe Public who absolutely can't handle what's happening to me right now? How much are you going to let this ship sink? The website clearly has some severe technical issues. Fix it or shut it down!!!

 

[EyeInTheSky]

PSS. Gee, poor rez can't do anything about duplicate charges so now I have to wait until Tuesday to contact "Revenue Accounting." WTF!

 

[jimntx]

That's why I use my American Express card most of the time. If a company screws up and double dips on a charge, I just call AMEX, dispute the charge, and they do all the work of making the errant company prove that they are owed the money. I can even do this BEFORE the charge hits my bill if I see it online under current charges.

 

[EyeInTheSky]

jimntx, sure I could do that, but being an employee of US Airways I would rather not have them take the slap-on-the-hand charge if I can help it. Right now, this company needs every dime. I'll get my money back, but my point was that this so called "new and improved" website is a piece of crap if it can't keep the charges correct. I am veteran online booker; while the first mistake was mine by picking the wrong dates, having the website tell me my card is bad eventhough my card was charged is something nobody should have to deal with. The whole point of the website is to avoid having to hound reservations with stupid stuff as what I am going through. This just adds onto their workpile at the same time while their numbers are shrinking. It's a mess and it's only going to get worse.

 

[jimntx]

...had a New Yorker demanding to change his ticket from LGA to CLT because he was going to have to fly through the hurricane. Painfully obvious that someone there in the New York area flunked geography!!!!

[post="175237"][/post]​

Why dear, didn't you know that to the average New Yorker flying south, geography consists of
New York City
not New York City
Miami.

Flying west, it consists of New York City, not New York City, not Los Angeles, Los Angeles.