Rez Outsourced

[Res]

Don't surprised if inv says NO, ESPECIALLY X or O seats they will only ob if it looks ok to do soo...I think they too are getting tired of the mistakes from outsourced offices. We have heard NO more than a few times. Inv tries to help in everyway they can - other flts/dates..etc - but sometimes if flights are oversold its just a No can do...moment.

 

[SegmentKing]

this happened today. pax were rebooked on UA codeshare flights that were actually another airline to the hub point then USAir.. didn't do the ticketing, didn't do *anything* except build a NEW Pnr.. so our record still showed them on OUR flights to Fargo....

these 3 poor guys are now going to have to spend the night in Chicago because someone in res doesn't know what they are doing...

.. wait, does anyone in our Rent-A-Rez Department know what's going on, except XTM?!?!?!

 

[Res]

Alot of passengers are having problems with us.com help desk -- it seems they give the quick answer and it takes several calls to get assistance ...maybe someday this service will be back inhouse..we can only hope. But it is obvious our customers are not happy.

 

[reznc]

.com was never "Inhouse", at best it was US based, but contracted out. They went down last year for days when the hurricanes wiped out FL.

 

[echoe1]

What still no answers or hints from corporate on the outsourced centers? It is absolutely pathetic and there has to be something done now! If we want a "new reputation" mgmt needs to start with outting the outsourcing in rez. They call our agents in rez and expect us to fix their problem on their 037 tickets. They have such little access to anything they are absolutely worthless.

I will say even their CSD desk cant do what our RA desk can do. They cant exchange etkts. They cant just store fares to honor even if classes of service arnt there. they very rarely waive reissue fees as customer courtesy and despite the airline screwing pax over wont make exceptions to things to make it a win-win situation. Its no wonder US went downhill. Keeping pax happy within reason of course will keep pax coming back to an airline.

Keeping the outsourcing will cause many to flee..and WN is leading in the customer service area including their rez center where you dont have to sit thru punching a million numbers or talking to a machine about your itinerary b4 getting to an agent!

BACK TO BASICS. THAT SHOULD BE OUR THEME. THAT SHOULD BE OUR PLEDGE! THAT WILL CAUSE US TO SUCCEED!!

 

[PhxMama]

DP and crew know there is a problem with outsourced rez. It is a major problem and they know it. The problem now is the solution. There is a contract but with bankrupcy there is an out. Unfortunately, the question is who will answer the calls if they are gone overnight. Phx and Rno rez do not have the manpower to handle the calls even though hiring is non stop. Again, turnover is a major issue and pay seems to be a big issue. Especially when the work environment is not that great. Along with meeting stats, a joke when dealing with an outsourced mistake and systems are not fully integrated. Sometimes it takes HP sup and US sup to decide who can clean it up. Most of my day is explaining that although we are all US employees we still operate under 2 certificates and integrating 2 different airline systems is a major undertaking. I use the "pardon our dust" phrase and let the pax know we will do our best to help them. Most of the time the pax are happy to hear they will get their problem resolved and dont mind holding.(I never let a pax hold for more than a minute or 2 before letting them know I have not forgetten them, they really appreciate not just holding without knowing if you are still there.) Many of them are glad we speak english and tell us the horror story of dealing with outsourced agents. Ex) "We can get you to SFO but you will have to drive to OGG" LOL Too many changes are taking place without a number of senior agents, so yes, HP agents are making their share of mistakes. Many pax book on line but for changes or other questions they call in. Many pax do not have comp access at their destinations and call to change their returns. I am hoping they reopen a closed rez center as many at HP rez would welcome the vast knowlege from US east. I am very grateful the holiday season was pretty uneventful and I know my coworkers thru out the company (east and west) worked very hard to ensure aminimum of issues, so let me say Thank you to all of you for a job well done!

 

[LMG]

We get so many errors from the outsourced Res center, which I am sure every ATO does!! Not only does the pax that got the wrong info have to pay for the errors but also the pax that have to wait in line because we have to take extra time to correct the error of the res agent..One day we were slow at the ticket counter so we called the res center and it sounded like we got El Salv and we asked the res agent can we change the name on our ticket to someone elses name..We called three different times and got the same answer YES you can change the name one agent said just go to the ATO and they will change it, the other said yes we can do that let me transfer you to a reissue rep, and the last one said just show up on day of dept and they will take care of it at the ato..The errors we get from the outsourced res centers range from RTFC booked wrong, wrong booking codes booked no price quote stored, wrong time limits booked, pax given wrong info on so many things I can't even list them all!!!

 

[Res]

Alot of reissues that should have monies collected become an Invol/Sch chg or Rule 240 -- when it should be additional collection plus 100.00 change fee....it takes less time and it's less complicated to process exchange tickets as an invol.

Alot of award booking errors ..pax booking a coach premium -- advised they are in First Class...this is a common one. This makes for an irrate customer.

The misinfo is overwhelming...50 lbs dogs in coach in the cabin, UNMR on connecting flts, wrong baggage info given...resulting in excess charges at airports, not having the ability to comprehend what the passenger is asking...etc. We used to be the best in customer service...now we are at the bottom of the list.

 

[Bambi]

We get so many errors from the outsourced Res center, which I am sure every ATO does!! Not only does the pax that got the wrong info have to pay for the errors but also the pax that have to wait in line because we have to take extra time to correct the error of the res agent

That's something Ive noticed. "the pax has to pay for the errors." Seems that even CSD doesn't have any exception policies in place. The freedom the HP RA desk has to make exceptions is phenomenal in comparisons to US CSD desk. If we have one of our agents book an award ticket wrong, yet here it is day before travel and it isnt even ticketed, if it was an HP flight RA would usually just call CRC to get the class of service needed due to an agent error in order to honor the mistake made by the agent. Yet, US CSD desk wont do that, despite day b4 issues. I had similar issue just yesterday and our agent had booked in error with Y class of service on an award ticket with O and X class. Called their CSD and no help. Sd they couldnt do it. So, instead of hassling the pax over this total agent error, I just manually stored fare quote and let them have it with O, X, and Y class (it was all US flights).

The lack of "making it right" on the US side is just awful. However, in defense of some CSD agents, they have come around to our way of thinking somewhat and done things for us so we can give the impression to the pax that we are "ONE" company.

This is the most important part of the merger. Being one in handling errors on the part of the company. Biggest problem is this...the outsourced centers ARE NOT US AIRWAYS! So, they don't care, as I've stated before, and all their supervisors push is talk time. Every phone call answered is $ in their company's pocket (not US ). So, why not just blind transfer or hangup when a difficult question arises.

OK...it's like this...this is a call to all on these boards to bombard Mr Parkers email and other CEO's email to demand that outsourced centers go! Period! WE WANT OUR COMPANY TO SUCCEED!!!! WE SEE FIRST HAND HOW THESE CENTERS DONT DO THIS!!! PLEASE, PLEASE, PLEASE...YES IM BEGGING....GET RID OF OUTSOURCING!!!!! PLEASE!!!!

 

[Bambi]

ONE MORE THING... By constantly stressing at HP rez talk time, handle time, compliance, lately, the morale has plummeted tremendously..yet agents are constantly dealing with these merger issues which puts them out of their compliance and tsits. We need encouragement in rez right now. Fon calls in service alone have been averaging around 175 on hold round the clock. Somthing has to be done to bring some hope back to rez in every area! Most there wouldnt quit if it wasnt for the constant barrage of being afraid of having an "occurenc" or not being in "compliance." Oh..and by the way...toooo many coming to work with fevers and colds and illnesses, afraid of "occurences" and being written up!!! So, instead they expose the rest of the center to illness!

Number crunching is fine in and of itself, but when it sacrifices people's mental and physical health, that is where the line needs to be drawn.

 

[tadjr]

Wow, looks like rez is going to be the first department completely "integrated".
Sorry to hear things there are going downhill fast. You would have hoped that things would have stayed as rosy and keen as it was supposed to have been before the merger out West and that the East side would have had some pick me ups along the way.
Welcome to the world of US East rez and ato having to deal with the outsourcing mess. Some of us arent just complaining about the outsourcing problem to listen to ourselves talk ya know?
Hopefully things will improve VERY QUICKLY. There are enough issues that are going to be in factor with merging the computer systems that dealing with the outsourced problems shouldnt even have to be an issue.

 

[PhxMama]

Wow, looks like rez is going to be the first department completely "integrated".
Sorry to hear things there are going downhill fast. You would have hoped that things would have stayed as rosy and keen as it was supposed to have been before the merger out West and that the East side would have had some pick me ups along the way.
Welcome to the world of US East rez and ato having to deal with the outsourcing mess. Some of us arent just complaining about the outsourcing problem to listen to ourselves talk ya know?
Hopefully things will improve VERY QUICKLY. There are enough issues that are going to be in factor with merging the computer systems that dealing with the outsourced problems shouldnt even have to be an issue.

Tad, We at US west have never dealt with rez outsourcing before so its been a real shocker! Although, we are pretty shocked its our pax that are just mortified! Not only can they not speak the language, they hang up on our pax or leave them hanging so the pax hangs ups and calls back. The saddest part for me is that the rest of the company works so hard at whatever their job requires of them (The stories on this board are endless and makes me more proud of the employees!) and we have no customer service where ii counts, the first contact with the company! You all work too hard for this to be the appearance of this company. Tad, it will change for the better but the next 2 years are going to be challenging for rez. If you have any questions about computer system(shares) pm myself, bambi,driftereno or PQA all of us have been on shares for years or if you nn post a thread! Good luck to you on the East and let your coworkers know we appreciate what you do!

 

[MCORORES]

First of all I do take offense from Echoe 1 and Bambi's remarks that the CSD desk east coast cannot RI etkts, use out of booking code ect. That statement is ABSOULTLY FALSE!!!! I have many times used out of booking code to correct a vendor error. I have at many times had to adjust an etkt to reissue it due to a vendor error. Heck when I go to work it is my opinion that I am there to babysit Manila. I am also repsonsable for finding bags now to. There is no doubt that the vending out res needs to be addressed and soon!!!! For you all that work the CSD or RA function out west be glad that you do not have to deal with the outsourced agents constantly. I cannot tell you how many times I have told a vendor agt one thing and they go back and tell the pax another thing. When you do talk to them its because they want you to do THEIR JOB because the pax objects to what they are being told. It has gotten to the point when they call claiming that the passenger wants to speak to a supervisor I get their agent sine and tell them if I find out that the passenger did not request to speak to me I will be calling back and it will not be a pleasant call because I will speak directly to that agent. What bothers me is that the company was told this was going on by the PIT CSD desk before they closed...the reply from management their was you all are just upset that they are taken your jobs. Someone does need to be held accountable in CCY but never the less...we all at US east knows who will take the blame...the agents. BTW Bambi welcome to the world of USairways...been like that in RES since 1992!!!!

 

[PhxMama]

First of all I do take offense from Echoe 1 and Bambi's remarks that the CSD desk east coast cannot RI etkts, use out of booking code ect. That statement is ABSOULTLY FALSE!!!! I have many times used out of booking code to correct a vendor error. I have at many times had to adjust an etkt to reissue it due to a vendor error. Heck when I go to work it is my opinion that I am there to babysit Manila. I am also repsonsable for finding bags now to. There is no doubt that the vending out res needs to be addressed and soon!!!! For you all that work the CSD or RA function out west be glad that you do not have to deal with the outsourced agents constantly. I cannot tell you how many times I have told a vendor agt one thing and they go back and tell the pax another thing. When you do talk to them its because they want you to do THEIR JOB because the pax objects to what they are being told. It has gotten to the point when they call claiming that the passenger wants to speak to a supervisor I get their agent sine and tell them if I find out that the passenger did not request to speak to me I will be calling back and it will not be a pleasant call because I will speak directly to that agent. What bothers me is that the company was told this was going on by the PIT CSD desk before they closed...the reply from management their was you all are just upset that they are taken your jobs. Someone does need to be held accountable in CCY but never the less...we all at US east knows who will take the blame...the agents. BTW Bambi welcome to the world of USairways...been like that in RES since 1992!!!!

Please do not take offense at anything posted on this board. Im sure Bambi intended no disrespect. Unfortunately, we were diff companies and did things differently. But as 1 company no one ever told us the job scope of the other companies departments. For ex, FF miles dept(FlightFund) always did the majority of bookings using mileage. No one ever told the rez floor(until 3 weeks after merger that Dividend Mile Dept only handled account maintenance. We then receive a memo stating how we were mistransferring calls! I went to sup with memo and said well if you told us what they did it might not have happened. The response I received was we didnt know until now! Frustrating for us amd frustrating for you. We hope to count on your knowlege as this integration continues. Any question you may have ask us here or pm because we all nn to stick together. Best of Luck!

 

[Bambi]

First of all I do take offense from Echoe 1 and Bambi's remarks that the CSD desk east coast cannot RI etkts, use out of booking code ect. That statement is ABSOULTLY FALSE!!!!

First off I do apologize if I offended you in my statements, it is only from experience with some agents that I have seen this problem. There seems to be other agents at CSD that seem to have more authority than some and that was only what I was meaning to say (but perhaps did not put it correctly). Prior experience has had agents almost seem offended when they hear HP RA desk is going to make an exception for something when it comes to a US flight (yet issued on 401 stock). I have also asked about reissuing tickets and they have had to call someone else to do this for them. Perhaps they arent all trained or there is another dept for that? I do know when it comes to P seating, we've been told they have to call the "seat department."? Just seems, from what we're hearing and experiencing, too many departments for jobs our RA dept handles themselves, that's all.

HP used to have separate depts for everything also. Had separate ETKT dept. Had separate INTL Rates dept. Had separate FFD assistance dept. Had QM(quality mgmt)..now RA (reservations assistance desk). Now RA handles all those jobs. EIther way, seems to us that perhaps HP has been to lenient or perhaps US is too tough..happy medium on exceptions, creating a win-win situation for both pax and company is what must be utilized to ensure success for the company in the long term. Yea..sometimes you know your giving a pax something they most likely dont deserve, but as long as company isnt losing and pax is happy at our customer service..they will return, and company will continue to make money from them in the long haul of things.

Bottom line..pushing the merger issue without systems being joined up totally into one was not a wise business decision, but one we have to deal with for a time. Therefore, respecting each others opinions on how to handle "their" pax is what is needed. Doesn't matter whether pax are flying on HP or US anymore...if is US issued ticket and US agent is making a decision, we need to respect that. IF HP the same goes there also. Or even if issued on other carrier, yet one gets the call, than that agent should have the freedom to make a decision based on the "NEW COMPANY" and to create a win-win for both. Thats the only point i was making. Again I apologize if this offended you, as trust me, the whole industry standard in customer service has suffered long enough, and if we can learn from anyone out there how to handle pax issues correctly, I tend to go back to WN, they really seem to have a handle on excellence in customer service overall.