If You Choose To Book Online, You Are On Your Own
- Thread starter bookmdano
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It is a major part of the transformation plan to overhaul the website.
It is one of the most important issues IMO.
But in the mean time, having Res agents refuse to help a customer just because they choose to utilize our website and had difficulty is just wrong.
THAT is what this post was about. read the topic name (before it too gets deleted or changed)
"If You Choose To Book Online, You Are On Your Own"
Dumb attitudes like that are just as reponsible for our current situation as anything else around here. Change the past, nope. But we cannot change attitudes like that soon enough.
The Website should have the res number for help, not the number listed for tech issues. They are different things altogether. THAT would be what is considered a constructive suggestion, not complaining about the vendor.
It is one of the most important issues IMO.
But in the mean time, having Res agents refuse to help a customer just because they choose to utilize our website and had difficulty is just wrong.
THAT is what this post was about. read the topic name (before it too gets deleted or changed)
"If You Choose To Book Online, You Are On Your Own"
Dumb attitudes like that are just as reponsible for our current situation as anything else around here. Change the past, nope. But we cannot change attitudes like that soon enough.
The Website should have the res number for help, not the number listed for tech issues. They are different things altogether. THAT would be what is considered a constructive suggestion, not complaining about the vendor.
Rico, I did read the topic title, and yes, I understand the person is unhappy.
Did you know that back in Wolf's day he stopped the updating of technology as he thought we would be merged with UA, and as a result we were 2 years behind the rest of the industry? Hopefully that will be righted with the transformation. But unfortunately these things have been promised regularly and dates given and never occurred.
Also, it would appear you do not understand CCY policy that we are bound to represent, and that is if there is no waiver or notation from .com we must treat as a regular booking,i.e. as if they have called us first. This is where the px becomes frustrated as they want what they were offered and unable to book on the net.
Did you know that back in Wolf's day he stopped the updating of technology as he thought we would be merged with UA, and as a result we were 2 years behind the rest of the industry? Hopefully that will be righted with the transformation. But unfortunately these things have been promised regularly and dates given and never occurred.
Also, it would appear you do not understand CCY policy that we are bound to represent, and that is if there is no waiver or notation from .com we must treat as a regular booking,i.e. as if they have called us first. This is where the px becomes frustrated as they want what they were offered and unable to book on the net.
If someone were talking rational, and not merely on an emotional level, would you know it?
Before you sprain your arm patting yourself on the back for putting up with some and touching others...
Just get back to the topic you started, and get rid your judgmental attitdue towards passengers that decided to use our website RATHER than the competition's.
IF POLICY NEEDS TO CHANGE, THEN PUSH FOR CHANGE, do not decide you are going to just cop an attitude.
One of the few good things about bankruptcy, is we can revist business agreements made in the past, and get them corrected or replaced.
So if you want to do something constructive, if you want to post something worthwhile, then go in that direction. But your original post was nothing of the sort, only meaningless banter about the evils of using the website, and scorn for those who called res looking for help regarding it.
As I pointed out before, find a role in the new reality, make Res a intregal part backing up the webpage, and you have a future. Just bitching about the thing will get you nowhere fast.
Before you sprain your arm patting yourself on the back for putting up with some and touching others...
Just get back to the topic you started, and get rid your judgmental attitdue towards passengers that decided to use our website RATHER than the competition's.
IF POLICY NEEDS TO CHANGE, THEN PUSH FOR CHANGE, do not decide you are going to just cop an attitude.
One of the few good things about bankruptcy, is we can revist business agreements made in the past, and get them corrected or replaced.
So if you want to do something constructive, if you want to post something worthwhile, then go in that direction. But your original post was nothing of the sort, only meaningless banter about the evils of using the website, and scorn for those who called res looking for help regarding it.
As I pointed out before, find a role in the new reality, make Res a intregal part backing up the webpage, and you have a future. Just bitching about the thing will get you nowhere fast.
bookmdano
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Rico said:
You just showed your identity..you are management. For NO agent would ever say it is OUR website....the company has excluded it's employees from having anything to do with .com. US res do not have access to the internet. Unfortunately US employees are still working off of MS '95 and NO internet. The internet product has been packaged up and sent to Central America. When all the company would have had to do was to let me work from home, I would have taken pay cuts. How stupid can they be?
RowUnderDCA
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Ive used the website for years to reserve and buy tickets with very few problems and I've redeemed 3 award tickets with no problems. The only time I've asked a question is in regard to booking Star awards. I find it understandable that that function has yet to be enabled. Maybe it has by now.
Not only that, but my most recent award itinerary was interupted and I simply called the silver line and had it fixed in five minutes. no problem., albeit, it was just a simple issue. I just took a later flight that day.
Not only that, but my most recent award itinerary was interupted and I simply called the silver line and had it fixed in five minutes. no problem., albeit, it was just a simple issue. I just took a later flight that day.
longing4piedmont
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You and I usually sing off the same page, but on this we are going to go down a different path.PineyBob said:
Given the numbers above, how much does it cost to have to spend 15, 30 60 minutes on the phone with either .com or res to fix the mess the web site created. I've spent hours as you know with e-commerce trying to help get this fixed. I am done with the web site and the crowning blow was sending the support to San Salvador. I've had very little if any chance at getting a .com ticket fixed when it was in the US, I'm sure as heck not going to waste more time trying to teach someone how the system works in broken english
And just for the record I use the DL site just about every other week on average, or put another way enough to become a Platinum on them this year. In the last two years I have had exactly ZERO issues with booking a ticket,, upgrading a ticket, etc on the DL web site.
I do agree with you the technology is changing this and every other industry. Nothing is more frustrating than working for a company who refuses to embrace the change. The owner of the company I work for still wants to have his milk delivered in a glass bottle and put on his porch each morning. Times have changed and the winners will be the ones on the cutting edge of that change. To date I have very little confidence in what I see from US.
My take on the web bookings...I luv when someone calls up a week later wanting to change the reservation he/she booked on line and wanting the chng fee and any additional collection waived because they made an error. They want you to accept the responsibility for their mistake. Amazing is it not???? Do not get me wrong I for one have no problem with anyone wanting to book their reservations online. But they also have to understand that they are their own travel agency so to speak and if they make an error in their reservations it is their responsabiltiy to fix it not Usairways.
longing4piedmont
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I've talked to you before 😀MCORORES said:
MCORORES said:
I agree that it is the customers fault if they don't read the fare rules and don't double check the dates and flights. (It should be an easier task for them to book and read the rules but that is another thread altogether) However, this goes both ways. If US Airways screws up a fare, they have to accept the responsibility for their mistake and provide the travel to people who were booked (Not that they haven't done this, but other airlines have, and I can see US trying to do so as well). If US Airways screws up any number of things, they have to accept the responsibility for their mistake. How often do they?
ITRADE
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There are very few reservations of mine - either phone or online - where I don't require some type of interface (i.e., upgrade, change seats, etc.). Although, OTOH, my Shuttle flights are always booked online and I never have a problem.
