Stats in Reservations

[4merresrat]

Hey does anybody know what the new stats are for res. Saw something on the CWA local page concerning Stats and that the requirments have gotten more stringent, and talk time has to be cut down more. How about cwt and adherence, what are those requirments now? How is that going over?

 

[olivia]

The stats are still the same, I believe. However,
management has been frantic to get our talk time down,
and our work time (the seconds between calls when you
are finishing something) reduced. I think March
was the biggest disaster month I have witnessed in
a long time. The peace of mind policy generated
thousands of hopeful callers, at the same time April
1, we started booking award seats on United flights.
Then the new reissue computer program was put into
effect. I like to pride myself on being quick and
efficient, but this reissue mask is a nightmare.
It takes three to four times longer than our old
system, due to having to fill in four or more
screens with information. I swear I could handwrite
a ticket faster. During the first two weeks some
of my more difficult reissues took fifteen or twenty
minutes. The other day some poor preferred flyer
had to wait 29 minutes while rates tried to reissue
his ticket while he was at the counter.

Canadian tickets require a call to another department,
they store the data, then we have to go thru five or
six screens to process.

The system won''t read internet data, gold file (special
discounts), travel agency bookings, free tickets,
or about 75 per cent of the calls I handle. So
for the 25 per cent it is OK, for everything else
it is tedious. I have about twenty or thirty
pages of help notes given to us by training...now
during a phone call as I sift through this and then
follow instructions for thirteen or fourteen entries,
the poor passenger has been hanging on ....and waiting...
and waiting...

I won''t even go into the computer lockups and rebooting.

We have had overtime posted practically 24 hours a day
for a month. Last week I had about thirty calls
a day where we had to turn away business due to no
seats available. I hope management can put on
a few more planes in june july and august ..because
I think the demand is coming back a little.
People are still upset about any fare over 200.00 but
during the holidays they were buying at practically
any price.

have a good weekend everyone!!!

 

[Res]

Speaking of stats..You would think someone would notice...
the code share program also takes our talk time up alot, we have a lot of info that we are required to give.

 

[Severed-N-Happy]

Ahhhhh some things never change, Lol, it''s the old snowball or domino effect,there will always be that 50percent BLOCK of goody two shoes who zip right thru every call no matter what pertinent details are left out, and the accompanying reduced stat averages along with management insisting to lower stats further, will continue to cause undue pressure on those agnts who really want to do a good job, but whose hands are tied. So in an effort to get stats down, those who used to take longer, and rightfully should in an ideal properly staffed world, are forced to cut corners, leave out things, make mistakes, because somehow the averages indeed to some major amazement do get lowered. And then someone somehow has to correct the errors later(or revenue goes uncollected), which takes time and puts pressure on their stats and it just keeps on going in a circle.I witnessed this for many years and am so glad I am out of it now.
I seem to recall someone(an ato agt) a short while back insisting on implying SABRE and reissues were the greatest thing since sliced bread...SO what happened?

 

[WO/drone]

Airways SABRE system is quite old when compared to other carriers. Reservation agents and gate agents do their best, but this slow computer program just does not help things. I have seen 50plus people in line at the US counter and the UA counter, it took 30 minutes for the UA counter to clear and over an hour for the US counter to clear and there were a couple of pax that missed their flights after security. What is wrong with this picture? This is how we get more customers? No wonder airlines have less pax, 2plus hours before departure and still might miss a flight?

 

[Dea Certe]

I do not understand this. RES is usually our first pax contact point. Why can''t we have the best equipment available for them so they can do the best job possible in the least amount of time? I know, I know, it would cost money. But it seems to me we are once again chasing pennies while dollars skip out the door.

Same with the website. Sheesh.

Dea

 

[MCORORES]

olivia is correct...nothing has changed with the metrics... YET. Wait until the test program is completed with the VRU and I will bet the metrics will change to the nearly impossible side but nothing will change when it comes to looking for UA free award seats or this wonderful Tips3 for reissue that seems to take a lifetime to process even the simplist revalidation.

 

[a320av8r]

Watched one of the talk shows on CNBC. Said to perspective customers not to worry about any airlines liquidating but if you were concerned with say United, you should book your reservation with their code share partner. I''ll bet that would generate more calls to our res...

 

[ScottishWitch]

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On 4/26/2003 7:37:24 PM Dea Certe wrote:

I do not understand this. RES is usually our first pax contact point. Why can''t we have the best equipment available for them so they can do the best job possible in the least amount of time? I know, I know, it would cost money. But it seems to me we are once again chasing pennies while dollars skip out the door.
*************************************************************
I get ticked everytime I have to reboot (at least once a day) and see "Windows 95." We''re using an 8 year old software program, which, in computer age, is a museum piece. Oh, but management has nice new computers that have Windows NT and all the nice bells and whistles! And you have to wonder when you see revision after revision (Care Version 726543987.6) just how good a program THAT could be! And don''t get me started on the reissue program - that''s about as useful as a chocolate teapot! It''s a shame we have to sit in a room full of straw and try to spin it into gold.

 

[deelmakur]

You are right on shortage of seats. As a US1, I had to travel on Delta from PBI to BUF this weekend for an unexpected funeral. I was offered a "guaranteed seat", but it was over a thousand dollars, whereas Delta took me for just under $700, and upgraded me (I''m Gold Medallion there). The problem was segment one out of Florida (checked FLL and MIA also). Return flights were wide open. You should never be in a position of handing your best customers over to a competitor. I rarely fly DL. The DL elite status is a comp associated with a type of AMEX I have. I had no desire to be on that airline to begin with, but that was a significant fare difference on what was already a pretty full priced ticket in that market. PS: While I was using the USAirways Club at BUF on Sunday, they bagged a whole planeload of pax going to DCA with a cancellation. I expect this will become more common as these flights continue to be handed over to Express, which never seems to have the reliability of Mainline.

 

[tadjr]

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On 4/28/2003 7:28:15 AM deelmakur wrote:

You are right on shortage of seats. As a US1, I had to travel on Delta from PBI to BUF this weekend for an unexpected funeral. The problem was segment one out of Florida (checked FLL and MIA also). Return flights were wide open. You should never be in a position of handing your best customers over to a competitor. ----------------​

You''re lucky you found anything this week out of Florida or into Buffalo. Since last Sunday we''ve been showing zeros across the board on day of departure from most Florida cities and just a couple of F/C here and there a day or two in advance. I worked F/C line this week and there were some major F tickets being used. Our load factor yesterday in TPA mainline was 99.69% with only 10 open (nonrev) seats due to misconx pax inbound, otherwise we would have been fulll on those too. Most of the other flights were taking anywhere up to 10 or 12 oversales all day long too. Remember this has been going on since last Sunday and the first day I could find seats was tomorrow! MCO got an extra section and it even went out full. Too bad we didnt have a couple more "extra" planes, we could have used the seats and taken the overflow from the other carriers too since they were calling us looking for seats.

 

[dash8ter]

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On 4/28/2003 7:28:15 AM deelmakur wrote:

While I was using the USAirways Club at BUF on Sunday, they bagged a whole planeload of pax going to DCA with a cancellation. I expect this will become more common as these flights continue to be handed over to Express, which never seems to have the reliability of Mainline.

----------------​

Not to be used as an excuse, but more of just tidbit information: the ultimate problem within the Express division is that there really are no spare aircraft available to use. Especially with the RJs, they have every plane in operation, so when one needs fixing... someone''s out of luck! It is the whole debate about the cost of having an unreliable operation vs. the loss of revenue from having an idle plane awaiting a task. This is just a guess- mainline probably has more downtime with their aircraft, allowing these planes to fill in if another one is broken (or to add extra sections like tadjr mentioned out of MCO).