Rez Outsourced

[reznc]

After the 2nd BK we were not allowed to waive anything, our powers of discretion were removed. Its is coming back slowly, however, you must understand that it can not always be done. Your example of changing class of service for incorrect booking codes on awards is a good example. Just because there is a seat there doesnt make it right. You have to remember we have been dealing with people that AREN'T ff'ers, just transferring miles over from American Express and taking all the award seats. They complain the loudest and have no loyalty. Using a Visa card does not equate to loyalty either. There is also the hub and spoke system of our airline, which impacts award seating alongwith Star Alliance award seats which you dont currently have. We also arent going to fly a plane full of "free" seats.

I understand that a rep made an error, and customer service is of the highest priority, but remember a quick fix isnt always the right thing, too many px are quick to blame the outsourced offices when they did the job correctly. In saying that they can make and do, some horrific errors.

 

[PhxMama]

After the 2nd BK we were not allowed to waive anything, our powers of discretion were removed. Its is coming back slowly, however, you must understand that it can not always be done. Your example of changing class of service for incorrect booking codes on awards is a good example. Just because there is a seat there doesnt make it right. You have to remember we have been dealing with people that AREN'T ff'ers, just transferring miles over from American Express and taking all the award seats. They complain the loudest and have no loyalty. Using a Visa card does not equate to loyalty either. There is also the hub and spoke system of our airline, which impacts award seating alongwith Star Alliance award seats which you dont currently have. We also arent going to fly a plane full of "free" seats.

I understand that a rep made an error, and customer service is of the highest priority, but remember a quick fix isnt always the right thing, too many px are quick to blame the outsourced offices when they did the job correctly. In saying that they can make and do, some horrific errors.

reznc, I understand about pax never trvling to earn their miles and that they xfer miles from their credit cards. I realize they can be very demanding. Let me ask this question. The company must benefit financially from dealing with AMEX or they wouldnt do it. Do you have any idea or who on this board would know what the bottom line is as far as what the company gains from credit cards? Must be lucrative or we wouldnt do it. (Sorry,too much faith in this company-could be losing proposition for all anyone knows.) We dont deal with Star Alliance and we have been given minus zero on what the program is and if you could give us idea before they throw papers in in hours of a flight with many open seats we do allow more mileage seats. Odds are we wont sell them and we let pax burn the mileage. It can be a win win! Let me end this by saying that its nice to hear from east rez on this board because we have really no contact with anyone on your side and we know we have alot to learn. Have a Good Day!

 

[MCORORES]

Sorry maybe I was a little to harsh on my reply....no offense taken and hopefully you all took no offense. reznc is correct. After BK2 we were not allowed to waive anything at all and now it is slowly coming back. What has bothered me is you all at the west coast seem to have more flexable rules shall we say than we do on the east coast. I would like to see bothsides use the same set of rules just to have some consistancy. The one thing I do enjoy is the interaction with the west coast when they do call us in regards to a situation. They all seem very knowledgeable and have the pax best interest as the main concern which to me is where it should be. On the local level I am blessed with a great bunch of CSD agents and other CSD Coor to bounce off "gray area issues". And one cannot leave out our supervisors who I interact with really complicated gray area issues...they are also the best!!!!